Customers expect you to quickly and efficiently deal with their problems or questions when they arise. They demand resolution-based communications that are conducive to their schedule and most importantly, via their communication channel of choice (e.g. social, chat, text, etc.).
To meet these expectations and deliver excellent service, organizations need to think about service in a whole new light; and understand four key service effectiveness dimensions:
What is our overall service strategy? What are the key goals for our service organization? What are the experience enhancing services we provide to our customers?
What capabilities does our service organization need to have in place in order to be more effective and customer centric? How do we interact and engage with other parts of our organization?
How do we respond to and engage with our customers? How do we proactively identify issues? What opportunities do we have for improving the engagement process?
How are we measuring and monitoring the effectiveness of our services team? What data and tools do we have available to monitor the effectiveness of our services team?
By leveraging advanced technologies and implementing robust business processes focused the customer, your organization can achieve:
- Stakeholder alignment across all pre and post sales functions
- Customer centric delivery models
- Omni-channel collaboration
- Personalized service experiences
- Defined customer journeys
- Enhanced customer loyalty
Is your organization transforming its service functions to meet your customers’ service demands?