Even though the pandemic has not ended yet, this year is full of hope due to the vaccination that has been started. Hence, many are expecting a robust economic recovery started this year. However, it is also important to remember that things won’t simply back to normal like it used to before the pandemic because some changes may remain. There are many aspects that have shifted significantly in business especially consumers behaviors and preferences.
Delivering excellent customer service after pandemic
Consumers have changed for this past year so you should adapt to the situation swiftly. You need to shift your techniques to meet your consumer’s changing needs and preferences. It is not easy but if you can do it then it will be so much rewarding for the future of your business. Here are important elements you should have to deliver excellent customer service post-pandemic:
Digital acceleration to provide self-service
Digital adoption during the pandemic has been implemented to another level. The new digital architecture of consumer today has become a major factor in business. It won’t disappear even after the pandemic ends. Digital transformation of consumer life is important to build interaction via digital channels. However, it is more than that because digital transformation can be a way for consumers to not interact directly with you. Why?
Not all consumers want to always interact with you when they have certain problems related to their purchase of your product or service. Some of them don’t even really like calling a customer service line to ask for solution. Some of your consumers may prefer self-service because they can find their own solution without having to interact with you directly.
It makes them in control of how to find their way and make decision without any persuasion from anywhere. Also, this kind of self-service is found to be more satisfying for consumers. Therefore, it is important to consider digital acceleration to provide self-service experience to your consumers. It is a great way to maintain your relationships with your consumers in the long run.
Find more opportunities to create magic moments
Creating digital acceleration to provide self-service experience is a great idea. However, there are some situations in which self-service won’t be an optimal way to help consumers solving their problems. Hence, you need to find another way to deliver excellent customer service. During a call with consumers, it is strongly suggest that you don’t just dismiss their problems especially if it relates to their difficulty to pay their debt for example.
Instead of dismissing your consumers, you need to listen and learn. Find out what factors impacting your consumers’ lives and what you can do to help them. If they have problem with the payment, maybe you can help them with their debt by offering more flexible personalized payment as well as with their well-being. The magic moment happens during this time around because you learn how to understand your consumers better, making them feel heard, valued, and supported.