Whether you lead a communications company, technology company or telecom company - odds are good that customer satisfaction has been tricky for you. Don’t take it too personally; these are tough industries and since society is increasingly dependent on instant gratification, the bar for satisfaction is getting higher and higher.
But even though the challenge is understandable, you’re still responsible for the quality of your brand. And, you still have a lot of control over providing the best customer service possible. If you use the Net Promoter Score (NPS) survey as a way to check in with your customers, you’re already on a great path for customer service. But there’s almost always room for improvement.
Did you know that a standard NPS score among telecom companies is +31 currently? This means, then, that a measure of success for you could be this number or anything higher. So think about your score. Can it be improved? Most likely, it can. Here are three tips for doing so.
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.
Did you know the global market size of outsourced services was valued at 88.9 billion dollars last year? The number of companies relying on business process outsourcing (BPO) is continuing to grow, and for good reason. Of course, as a BPO provider, we know the value of outsourcing. But some people are hesitant to explore this type of partnership, and don’t fully understand outsourcing pros and cons. Plus, there’s a lot of misinformation and misconceptions out there.
Modern healthcare has gone through countless ebbs and flows throughout the last decade, but one of the trends that’s making the most waves is the consumerization of the healthcare industry. So as a healthcare company, it’s only natural to wonder exactly what this means - and whether it matters to you and your business.