Disruptive, distinctive, surprising
Distinctive and surprising service
Exceeding customer expectations is not easy. On the one hand, it requires an understanding of customers’ wishes and needs, and on the other hand it demands the ability (tools, processes, skills) to anticipate these. A good example is pre-emptively providing solutions to customers before issues arise. More and more companies are trying to get a head start with proactive services: Gartner Group predicts that by 2025, the number of proactive (outgoing) customer contacts will exceed reactive (inbound) contacts. When a customer is helped before a problem arises, this provides a sense of involvement and personal attention – with positive consequences.
Service employees make the difference
When it comes to customer experience, the role of a service representative is crucial. In some cases, the technician or employee who comes to the door is the only human interaction a customer has with their service provider. Subscriptions are taken out online, products are purchased in a web shop, and spare parts for machines and equipment are ordered on a portal.
Only when someone comes on-site to install, repair or otherwise provide service does the experience become ‘real’. And this experience offers an opportunity to stand out from the competition. At least 85% of service employees consider themselves responsible for customer retention. When the technician or employee is optimally supported by an IT solution and receives the correct information, they can provide the customer with the kind of service that will be discussed outside working hours.
Surprise your customers!
Make sure your organization is capable of surprising customers. How do you do this? Contact us and we will be happy to think along with you!
Get inspired
With Salesforce Experience Cloud, you can easily set up a customer portal and engage all stakeholders in the service process. Customers can get answers to their questions via chat, virtual assistance or an extensive knowledge base. It is also possible to involve external parties.
In recent years, organizations have started to move from selling products to selling services. This trend (servitization) is partly the result of shrinking of margins. In turn, this is due to cheap production and longer operational lifetimes caused by technological developments. Companies are looking for (other) ways of generating additional income and setting themselves apart from the competition. Providing service, which has made the transition from cost to profit centre, is the solution.
As a service organisation, your goal is to create maximum value for your customers and yourself. Developing an outstanding process to improve your service management could definitely be described as ‘a journey’. What does this journey look like? Let us guide you through it!