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  • Adam Hill

A new focus on customer service

Updated: Jul 7



Challenging the business assumptions

If recent events have taught us anything, it’s that conditions change overnight. COVID-19 alone didn’t drive those changes, what it did do was accelerate the issues that had been bubbling along for quite some time. These problems aren’t going anywhere soon. The way in which businesses support, sell and communicate with their customers has changed, and heightened expectations from customers who now expect nothing less than exceptional service.

Delivering what customers need, how they need it and when they need it has changed dramatically in the past year or so. Competition is no longer just the high street, but global businesses. The result is a consumer who demands more and more from businesses to deliver.

In order to rapidly respond, businesses should consider real-time modelling. Seeing the financial impacts of strategic initiatives in real-time enables the business to compare different options and have a clear picture of the overall results of pursuing different ideas.

Customer relationships are more important than ever

Unforeseen events, such as the pandemic or even the recent Suez Canal blockage, have shown that businesses need to respond in a flexible and agile way.

Never mind plan B, businesses should be considering “completely broken plans” as one scenario to be planning for. And when that happens, managing customer expectations is critical. Companies that created trust during the pandemic were those who were agile and innovative, companies who adapted their processes and tried new ways of doing things.

In order to respond to these changes, businesses need to leverage best-practice methodologies, in addition to predictive analytics to evaluate market opportunities, turning risks and uncertainty into clear, confident strategies.

Omnichannel customer service

COVID-19 merely accelerated the movement to omnichannel shopping that was already happening because busy consumers appreciated the convenience. Omnichannel customer service provides a customer with the most convenient channel ‘in the moment’ to solve a query, with the flexibility to switch seamlessly to other channels during a single transaction.

What customers are looking for is an immersive blend of the in-store and online retail experience. One that connects a great offline experience, to the online experience that delivers hyper-personalisation, simplicity, speed, as well as unified cross channel support.

Omnichannel customer service is no longer a nice to have, but a necessity. And it’s no longer good enough to select one channel at a time, the customer expects a fully augmented and integrated journey across multiple channels.

Businesses that aren’t aggressively addressing logistical bottlenecks between channels will be left behind. Having a consolidated view of your business to flex as demands change, is key to supporting those sudden shifts.

To find out how we can help you plan effectively to adapt to changes in the marketplace, book a demo.

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