Achieving total customer satisfaction has become a priority for companies that want to stand out in an increasingly competitive market. Offering products and services with added value is no longer a luxury, but a necessity.
According to Zendesk's CX Trends 2023 report , 73 % of customers say they would switch to a competitor after a bad customer service experience.
This figure suggests that customer service teams are taking the lead in addressing this challenge.
If you want your customers to stay with you, keep reading and discover:
What are the functions of the customer service area?
what requirements must an agent meet to occupy a customer service position;
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What are the functions of the customer service area?
Their main activities include providing the best customer service and resolving problems in the shortest time possible, although they may also take care of other tasks such as collections and sales tracking.
To set the guidelines for its correct operation, the customer service area must work hand in hand with the sales, marketing, logistics, finance, production and other departments that the company considers necessary.
Customer service works closely with other areas such as marketing, sales, logistics and others to ensure a positive and consistent customer experience at every stage of the process. For example:
with the marketing area: customer service collects information about customers' needs, preferences and problems, which serves as input for the development of effective marketing strategies and campaigns;
with the sales team: this is used to ensure that orders, quotes and delivery dates are met correctly. In addition, the customer service area can provide information on recurring queries or complaints;
With the logistics area: through the customer service area the company can ensure efficient delivery of products and services by providing shipping addresses, preferences and special requirements of customers;
With the finance team: The customer support section can provide useful information about purchasing patterns, complaints, as well as billing or payment issues, working together to resolve them efficiently.