It is common to read and hear the terms “customer service” and “customer service” used as synonyms. And maybe for the general public, the differences between customer service and customer care are represented by that famous meme where two Spider-Man point at each other in an awkward encounter , they don’t see any difference! However, brands must know who is who in this small Australia Mobile Number Database tangle of concepts, in order to be intentional and effective when applying strategies that allow them to attract and retain customers. Both are important, in fact they are closely related, but each one implies a set of actions that lead to interact with the client in different ways , although the final objective is the same: their satisfaction. spider man meme “Are you the same as me?” Customer service would ask customer service.
A little humor before learning about these concepts. What is customer service? Customer service encompasses all the interactions that a brand uses to improve the relationship it has with its customers. This department builds long-term relationships , helps generate and qualify leads, and lengthens the average life of the client. It focuses on satisfying the client’s needs in the long term, as it seeks to build lasting and trusting relationships. Customer service begins even before they make a purchase. This approach also encompasses visitors, prospects and leads , and even the post-sale process. All businesses carry out customer service actions , from the largest multinational companies to small personal brands. Restaurants, supermarkets, telephone companies and online sales businesses that offer all kinds of products, regardless of whether it is an E-commerce or a brand that exists on marketplace platforms .
Customer service has the quality of being reactive and proactive at the same time . That is, perhaps it is the customer who contacts the brand, but the brand may also have the initiative to offer help or information of interest. For example, an Email marketing action with a discount coupon or with the announcement of the launch of a new E-book reflects a clear customer service action. Today Social Networks enter into customer service because they allow actions of this type and many Australia Phone List more. The live chat from a website is a clear strategy for customer service, is there for what visitors need, whether customers or not. You can use proactive invitations to get closer to visitors in real time and speed up the sales process, or you can simply offer your help with whatever they need. If you have a business that is managed with the dropshipping model , you should know that impeccable customer service is a differentiating factor against the competition .
Role of customer service agents Customer service agents have soft skills and communication skills , their profile is that of an attentive worker. In addition, they have sales and Marketing training , so they easily recognize the Marketing Funnel phases and the recommended actions for each one. Therefore, they have access to CRM tools and various communication channels to send the right message at the right time. Although they know the operation of the products or services offered by the brand, they focus on the User Experience with the brand and not so much on the products or services. What is customer service?