Anyone who has ever held the phone and listened to a recorded message, over and over -- "Your call is important to us, but all our operators are busy helping other customers," -- understands that customers want service and it tops the confidence and loyalty polls as Web 2.0 consumers force businesses to focus their attention on improvement in 2007.
"Consumer polls in 2006 pointed to customer service as a critical reason for selecting one business over another business," said Ian Skawinski of White Hat Marketing. "Now, with such a large portion of consumers voicing their opinions in online social networks, every business needs to open the door to superior customer service--consumers have rewritten the rules."
Live support is a consistent choice over automated attendants and this is shown in constant poll numbers. Businesses are becoming aware of the need to invest in high-quality customer support. "We use a call center for our inbound customer service calls because it is more cost effective and efficient," Compra PR's Lisa Scatoni explains. "We offer our clients 24-hour phone support, which they respond well to."
Joe Baker, AnswerConnect.com Client Relations Director states, "People expect an instantaneous response to customer service calls. Now, more than ever, customers are reluctant to leave a voicemail or callback number. They want to be greeted quickly and professionally by live people. The value of live, person-to-person customer service cannot be overstated when bad experiences are instantly broadcast to millions of potential consumers."
As the fragmentation of industry and media continues to increase, customers face new, diverse business options. "Interactive dialogue with consumers is critical for market differentiation and in setting the stage for a positive customer experience. Business evaluation is initiated the second a customer starts the order process and continues throughout the transaction, all the way to post-purchase customer support," states AnswerConnect.com Marketing Director Michel Crites. "Recognizing that consumers now have the power to control where, when, and how they interact with your business will be a major revolution for some business owners."
With businesses expected to put their focus on customer service in 2007, customer communication centers, like AnswerConnect.com, have announced seamless and scaleable customer service support solutions.
"Our staff at AnswerConnect is second to none, as we leverage more than a decade in telecom and customer support over a completely scalable, web-based network," states Crites.
Those customers still holding the phone are hoping for better and faster business response in the coming year.