Customer service experience is something you can never ignore. According to Zendesk’s 2023 CX Trends Report , more than half of consumers will switch to a competitor after just one unsatisfactory interaction.
From the initial shocks of the pandemic to ongoing economic uncertainty, businesses around the world have been forced to radically change nearly every facet of their operations – and nowhere has there been more upheaval than in customer service , a trend driven by a dramatic shift in customer expectations .
To help you take concrete steps to improve the experience you provide, we have prepared this article in which you will learn: What is customer service?
What is customer experience?
What is the importance of customer service experience?
How to improve customer service experience?
Examples of a good customer service experience
Come on?
What is customer service?
The concept of customer service refers to the set of actions that a company designs and implements to manage the relationship with people who buy its products – before, during and after they do so.
It can be provided through different communication channels , including:
Email;
Chat;
Social networks;
Messaging;
Telephone, etc.
You may be interested in reading: Chatbot for customer service: how and where to use it?
What is customer experience?
The concept of customer experience refers to the entire process that the customer experiences with the product or service. It starts from the moment they feel a need or desire to the purchase or use of the service or product.
In the following table we show you some factors that directly influence the service and customer experience.
Customer service Customer Experience
– Speed
– Effectiveness
– Simplicity
– Empathy
– Resolution – Interface
– Usability
– Accessibility
– Utility
– Service
Therefore, it can be said that customer service is part of the experience. And that customer experience is a broader process of which customer service is a part.
Want to discover customer india phone number expectations for 2023? Download Zendesk's free 2023 CX Trends Report here
Download here!
What is the importance of customer service experience?
Customer service experience is important because it influences people’s perception of your brand, products, and services. In addition to affecting individual purchasing decisions, a good or bad interaction can change your reputation in the marketplace as people share their experiences with friends, family, and even strangers.
According to Nielsen's global study on advertising and veracity, 83% of people trust recommendations from those close to them. The same study also cites that 66% of people believe in the veracity of online comments from other consumers.
We recommend you read: Memorable customer experience: 5 successful customer service examples .