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"I like to listen. I have learned a great deal from listening carefully. Most people never listen." – Quote by Ernest Hemingway, Author, and Journalist.
Long gone are the days when returned voicemail was recognised as the epitome of client service. The expectations and demands of clients over the years have changed and so has the landscape. No more cookie-cutter approach or one-size-fits-all approach for companies like a Salesforce Consultant. Companies have realised the hard way that customised approach and instant responses get them loyal customers. Businesses need to be “ woke “ to deliver superior service that enables clients to remain loyal. Let’s first begin by examining what are the elements of great client service.
Below are listed the elements of great client service as per a Salesforce Consultant:
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Customised engagement. Clients view a brand as a single entity and not a composite of different or disconnected units. They now demand seamless service across the board with different departments working in tandem with each other. It’s been revealed that 70% of clients expect that connected processes are important to gain their loyalty, and a similar % of clients expect that the service centre team are well informed. It has been clear over the years that to deliver superior customer service, informed and customized engagement is the key. Be it social media or live chat options, chatbots, and AI are important components of client service. Brands that are using these tech tools are gaining an edge over others in these competitive times confirms a Salesforce Consultant.
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Quick replies. With a fast-paced life, we all need quick responses and solutions. Gone are the days when brands kept clients waiting for responses to emails and so forth. Now instant responses via chatbots, live chat, or call centres are demanded. Companies that have got their act together will thrive while others will fall by the wayside. In this regard too, tech tools that empower and enable the service team to respond quickly to questions & scenarios are much needed. Service Cloud is one such tool for all companies that value superior customer service says a Salesforce Consultant.
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Proactive solutions. Clients now connect superior client service with proactive work by a business. For example, sending notifications about shipments or delays. A large % of clients want brands to be proactive in anticipating their needs and making recommendations accordingly. Future-ready businesses are using technologies like virtual reality, Service Cloud deployed by a Salesforce Consultant , and blockchain tech to surpass client expectations in deliverance of service.
Keeping your client as the center of your daily operations and focusing on enhancing their experience essentially encapsulates the concept of “What is good customer service?” Exceptional customer service is all about being proactive, consistent, accessible, personalised, and empathetic. It’s about valuing your customers and putting them at the heart of your business. It’s also important to remember that these qualities aren’t just abstract ideas. They are critical business strategies that can and should be measured, evaluated, and improved upon continually.
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