You can’t be in two places at one time… or so we’ve always heard. But when it comes to your customer service strategy, the reality today is that you can’t afford not to be in two places at one time (actually, more than two). Consumers today are used to having their questions answered quickly and problems resolved immediately, so offering a customer service number as your only method of customer support just won’t cut it anymore. In fact, 72% of adults prefer digital communication with companies rather than speaking to representatives face-to-face or by phone.
Customer journey mapping has become a bit of a trend lately, and you might be wondering whether it’s worth investing in or not. Take it from us - it is. As someone who cares deeply about the quality of your brand and your customer experience, knowing the buyer journey from end to end can be incredibly powerful. In fact, it can boost your customer satisfaction and retention in big ways.
If you’ve heard about us in the past, odds are good that you’ve heard about our customer service and technical support services. We’ve become really well-known for these services, and are proud of our strong brand image. But we also have other services we provide for our customers, with great results, that are just as high quality and a little lesser known. One of these is our content moderation service.
We offer real-time comment moderation services, image moderation services and live streaming video moderation that cover social networks, blogs, apps, forums, chatrooms, proprietary customer channels and more. Our teams of moderators identify and remove offensive content, and keep your website, social media channels and communities safe and positive. Here’s a look at how this works, and what you’ll be getting if you engage with us this way.
As every company in the European Union is well aware, the General Data Protection Regulation (GDPR) laws came into effect in May of this year. Along with it came some pretty stringent requirements around communication, security and compliance. If you’ve felt the weight of these regulations as so many businesses have, you might be frustrated by the impact it’s having on your customer service experience.
Even if your business isn’t in the EU and hasn’t been affected by something sudden and sweeping like GDPR, you might understand what it’s like to be under the watchful eye of a governing body. Healthcare companies, for example, have to adhere to the Health Insurance Portability and Accountability Act (HIPAA) and financial institutions have an array of regulations with which they must comply. Such regulations are usually put in place to protect the consumer (and often the businesses too), but there’s no question they can put a damper on your customer journey at the same time.
Here’s what you can do to maintain a high level of customer service and a seamless customer experience, despite how many layers of regulations you have to deal with.