In the era of digital transformation and customer experience it is said that a company’s success is based on customer satisfaction. However, this is not an easy task due to the high. Due to their expectations, mainly related to the speed of response by companies.
Today, customers expect companies to pay immediate attention to them and provide solutions to their problems quickly. For example, 32% of customers expect to resolve their problems in a single interaction with the company. Considering this one of the most important aspects of the customer experience.
The easy way for your customers to do business with your Company
We can say that the way customers do business with companies is not the same as a few years ago. Today, before choosing a company, customers know their entire offer.
They have completely clear advantages and disadvantages of their products and services. In order to help them make the right decision, companies must evolve in the way they attract and enchant their customers.
Self-management improves service quality
There are two points to keep in mind when it comes to providing easy and smooth experiences for users:
- Updating of information: considering that 54% of users think that lack of information is the main problem of self-management portals. And 20% of them think disorder is the main problem of self-service. Companies should regularly monitor and update the content of the company’s website and self-management portal.
- Availability and access to information: when it comes to building trust and closeness with customers, it is important that companies provide them with easily accessible and available 24/7 contact channels. In addition, these channels must have information that is really relevant to problem solving. Especially considering that 75% of customers claim to have used search engines to find an answer to their service questions.
