Customer service has a decisive role in customer loyalty and satisfaction. Para 73% deles, the quality of a company's support directly impacts its purchasing decisions, according to PwC research — thus, a poorly executed service could lead to frustration and drive them away from the business.
Thinking about it, a NeoAssist, specialist in omnichannel customer service solutions, reveal 5 common mistakes that companies should avoid to ensure a positive customer experience. Check
1. Being restricted to a single service channel
If you want to irritate your customer, as long as it is not available on the channel he chose. Many consumers prefer platforms like WhatsApp, redes sociais ou chat, e forçá-los a mudar de canal para resolver um problema é um grande erro
Therefore, try to understand the audience and how they prefer to communicate in order to approach and strengthen that relationship. In case he chooses to switch channels, ensure that they are perfectly integrated.
2. Não integrar os pontos de contacto
Reiterar informações a cada novo contacto com a empresa está entre os principais fatores que geram insatisfação nos consumidores. The lack of integration between service channels creates a fragmented experience, increasing the problem resolution time and worsening customer frustration
When integrating different touchpoints — like chat, email, social networks and phone —, A NeoAssist identificou que é possível reduzir o tempo de atendimento em até 35% e melhorar a satisfação dos utilizadores em até 25%
Our platform unifies all these communication channels into a single solution, allowing agents to access the user's history in real time, ensuring faster and more efficient service, explain Oswaldo Garcia, CEO of NeoAssist
3. Exaggerating automation and ignoring human touch
Automation is a great ally in customer service, but using it excessively can be harmful. Chatbots without a clear option to escalate to a human agent can frustrate the customer, especially when they encounter more complex issues
Bots are great for streamlining processes and will improve over time. They are important to free up employees' time for more strategic operations, but our focus is on the balance between automation and humanized service, comenta García.
4. Ignore the service performance
Not monitoring performance metrics is a sure recipe for failure. Response time, taxa de resolução na primeira interação e índice de satisfação do cliente são dados cruciais para melhorar continuamente a qualidade do atendimento. Oswaldo emphasises that monitoring this performance helps to understand where the bottlenecks are and how to improve them
Therefore, it is essential to have a management tool that offers constant monitoring, allowing companies to monitor performance in real time and adjust processes as needed. Based on detailed reports, it is possible to make informed decisions and strategic adjustments that reflect in customer satisfaction
5. Not being proactive in customer service
When a company expects the customer to contact to resolve a problem, she is just reacting, não antecipando as necessidades do consumidor. Proactivity is essential to eliminate frustrations before they become a problem.
If you can predict a question based on previous data, porque não resolver antes mesmo que o utilizador perceba? This way it is possible to eliminate potential frustrations and increase your reliability, закінчує CEO.
