How to maintain a good customer service experience with high demand
Posted: Thu Jan 23, 2025 3:52 am
Dealing with high customer demand in contact centers is already commonplace. In this context of the new coronavirus pandemic, and the consequent digitalization of sales and increased contact demands in various sectors such as food, health, internet, telephony, among others, the number of calls at the centers has increased.
At the beginning of the pandemic, the Federal Government considered call center services to be essential for the population during social isolation. The scenario led to increased pressure on contact centers due to high demand, which originated from the emergence of new needs and people working remotely.
Increasingly demanding, with urgent demands, customers do not hesitate to abandon a brand after long waiting times and lack of information.
This is because, when it comes to relationships between companies and customers, people are the key to the success or failure of any brand. Recent research has shown that 80% of customers believe that the experience they have with a company is as important as its products and services.
Other challenges lie ahead for call center managers in this context, which can hinder a good customer service experience, such as: keeping the team constantly motivated and closely monitoring changes cayman islands whatsapp data in technology, for example. Therefore, TACTIUM has put together 6 tips for those who want to provide a good customer service experience in a context of high demand. Take the opportunity to plan how you will adopt some of these ideas in the management of your call center.
1. Have an omnichannel experience in service channels
With an ever-increasing demand for instant services, make sure your systems perform well, otherwise they will make it difficult to contact and resolve customer requests.
Having a software program capable of standardizing customer service and organizing information minimizes risks and, at the same time, guarantees the centralization, improvement and auditing of actions.
Yes, technologies evolve very quickly and the ways of interacting follow suit. The concept of multichannel, for example, has changed in recent years to Omnichannel (integrated channels). The secret is to stay up to date.
Clear up all your doubts about what Omnichannel is and how it impacts your call center .
2. Map the customer journey
The so-called “buyer’s journey” is the path a customer takes until they make a purchase. However, the customer may take several different paths before completing the purchase, making mapping these paths a challenge.
For example, a customer may come to a company through advertisements on external websites or because they received a recommendation. These situations represent possible paths that must be mapped, analyzed and adjusted.
Effective mapping requires a detailed analysis of all the moments in which dialogues occur between the consumer and the organization. For each moment of interaction, it is always possible to propose improvements that will make the customer experience more satisfactory and enjoyable.
3. Analyze and use customer feedback
It is a fact that the call center sector is one of the most criticized. Use this criticism to your advantage: use data on purchasing behavior and customer relationship history as a source for improving company interactions.
Focus on the main complaints, organize them in a database and create diagnoses to try to solve them.
It is not enough to have Omnichannel and invest in Customer Experience if consumer feedback has not been collected and analyzed.
So, after the service, try to conduct surveys via messages, email or phone to record feedback. This will allow you to make adjustments and improve the service.
4. Attention to Millennials
The Millennial generation was born along with the Internet and revolutionized the way we consume, produce and communicate. This new way of behaving in relation to consumption should dictate the trends of the coming years.
Customer service for this generation must follow some values very similar to those that have been readapted by companies in this current scenario, such as humanization, multichannel experience and agility.
Be aware of new consumer behavior trends to adapt the relationship experience to the needs of these customers.
At the beginning of the pandemic, the Federal Government considered call center services to be essential for the population during social isolation. The scenario led to increased pressure on contact centers due to high demand, which originated from the emergence of new needs and people working remotely.
Increasingly demanding, with urgent demands, customers do not hesitate to abandon a brand after long waiting times and lack of information.
This is because, when it comes to relationships between companies and customers, people are the key to the success or failure of any brand. Recent research has shown that 80% of customers believe that the experience they have with a company is as important as its products and services.
Other challenges lie ahead for call center managers in this context, which can hinder a good customer service experience, such as: keeping the team constantly motivated and closely monitoring changes cayman islands whatsapp data in technology, for example. Therefore, TACTIUM has put together 6 tips for those who want to provide a good customer service experience in a context of high demand. Take the opportunity to plan how you will adopt some of these ideas in the management of your call center.
1. Have an omnichannel experience in service channels
With an ever-increasing demand for instant services, make sure your systems perform well, otherwise they will make it difficult to contact and resolve customer requests.
Having a software program capable of standardizing customer service and organizing information minimizes risks and, at the same time, guarantees the centralization, improvement and auditing of actions.
Yes, technologies evolve very quickly and the ways of interacting follow suit. The concept of multichannel, for example, has changed in recent years to Omnichannel (integrated channels). The secret is to stay up to date.
Clear up all your doubts about what Omnichannel is and how it impacts your call center .
2. Map the customer journey
The so-called “buyer’s journey” is the path a customer takes until they make a purchase. However, the customer may take several different paths before completing the purchase, making mapping these paths a challenge.
For example, a customer may come to a company through advertisements on external websites or because they received a recommendation. These situations represent possible paths that must be mapped, analyzed and adjusted.
Effective mapping requires a detailed analysis of all the moments in which dialogues occur between the consumer and the organization. For each moment of interaction, it is always possible to propose improvements that will make the customer experience more satisfactory and enjoyable.
3. Analyze and use customer feedback
It is a fact that the call center sector is one of the most criticized. Use this criticism to your advantage: use data on purchasing behavior and customer relationship history as a source for improving company interactions.
Focus on the main complaints, organize them in a database and create diagnoses to try to solve them.
It is not enough to have Omnichannel and invest in Customer Experience if consumer feedback has not been collected and analyzed.
So, after the service, try to conduct surveys via messages, email or phone to record feedback. This will allow you to make adjustments and improve the service.
4. Attention to Millennials
The Millennial generation was born along with the Internet and revolutionized the way we consume, produce and communicate. This new way of behaving in relation to consumption should dictate the trends of the coming years.
Customer service for this generation must follow some values very similar to those that have been readapted by companies in this current scenario, such as humanization, multichannel experience and agility.
Be aware of new consumer behavior trends to adapt the relationship experience to the needs of these customers.