Example 2 But from an online service, there will be more

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Customer service is about meeting the customer's expectations, no matter at what stage of the funnel they arose: just found out about your company or already bought the product and is using it. For example, pizza delivery. The client expects it to be delivered on time, it will be hot, and the courier will smile and wish him a good evening. Quality customer service is if all points of the request are ok. And the best is if you not only meet the request, but also anticipate it in some way. Let's say you delivered twice as fast as expected. As we said, this article will be about online customer service. But the example about delivery is a good one, isn't it? That's because customer service is the whole business. Website. How clear is its interface? Store.



Are the products conveniently denmark phone number list laid out on the shelves or is the catalog filtering set up? Employees. How do they behave with clients? Quality customer service often includes efficiency, politeness, accessibility, simplicity. But it all depends on the client's request. For one, speed of service will be more important, for the second - comfort, and for the third - all at once. Example 1 For example, you wouldn't expect a pleasant vibe from a construction company. A good example of customer service would be if they finished the job ahead of schedule and took on some of the paperwork. Especially if they work on government contracts. expectations for customer service. For example, a client expects that they will not just answer with a formal reply “Maintenance work is underway” and give a promo code after the application crashed for a few minutes, but they will sincerely ask for forgiveness and explain briefly and simply what the problem is.



And if after the repair they also send a funny picture at the end of the conversation - unexpected, but cool. Customer Service Metrics To develop customer service, you need to evaluate it correctly. The main indicator in this case is customer satisfaction . They measure satisfaction with surveys. That is, they ask the client directly: "Do you like it or not?" There are usually three such surveys on everyone's lips: NPS, CSAT, CES. We will look at them. NPS (Net Promoter Score), or customer loyalty index , measures how customers feel about your brand. It consists of just one question: “How likely are you to recommend us to friends and family?” Then, based on the answer, it assigns the client to one of three categories: 0-6. Critics - do not treat you very well, will look for a replacement at the first opportunity; 7-8.