Customer Service With The Solution Seeker

by Datalytic Solutions on May 31, 2018
Customer Service With The Solution Seeker

How your customers view your business most likely will determine how successful, or unsuccessful, you will be in the long term. For this reason, customer service has become become an industry in and of itself—a $350 billion industry! To help ensure a better future, you, as a business owner or professional, must first understand what good or bad customer service means to your organization and what you can do to ensure the most positive customer experience.

So how can you do that?

They May Not Always Be Right, But It Is Still About Them

“The customer is always right” is a familiar adage. However, if you have ever worked in customer service or been tasked with delivering a positive customer experience, you know the customer is not always right. Customers are people, and people make mistakes. The problem is that your business is there to alleviate a pain point the customer is experiencing: hunger, thirst, new clothing, help with an electronic device, etc. When someone gives you their hard-earned money, they expect that you will resolve their pain point. If their expectations go unmet, then you have some serious issues to address.

Here are some statistics from HelpScout.net to put this into context:

  • 78% of consumers have not followed through on a transaction or intended purchase because of a poor service experience.
  • A typical business hears from only 4% of its dissatisfied customers.
  • On average, loyal customers are worth up to 10 times as much as their first purchase.
  • It takes 12 positive experiences to make up for one unresolved negative experience.
  • Probability of selling to a new prospect: 5–20%
  • Probability of selling to an existing customer: 60–70%
  • News of bad customer service reaches more than twice as many ears as praise for a good service experience.
  • It is 6–7 times more expensive to acquire a new customer than it is to keep a current one.
  • In 2011, 7 in 10 Americans said they were willing to spend more with companies they believe provide excellent customer service.
  • 70% of buying experiences are based on how the customer feels they are being treated.

You can find more of these statistics at HelpScout.net.

While the customer may not always be right, it is still essential that you give them the most positive experience, which can be difficult if you don’t have a way to track customer interactions and pinpoint issues. Luckily, the Solution Seekers are here to help you do just that!

The Solution Seeker’s Role in Customer Service

You may be asking yourself how a company that focuses on data science can help you improve or maintain the best possible customer service. There are several ways! We can help you:

  • Implement a way to track customer interactions.
  • Better understand your busiest times regarding calls or traffic, which allows you to allocate resources better.
  • Conduct customer surveys and analyze the results.
  • Evaluate the performance of your call center staff with an analytics dashboard.
  • Review and analyze how customers view your organization on social media.
  • Catch positive feedback that you might use as a customer testimonial. After all, 7 in 10 Americans said they were willing to spend more with companies they believe provide excellent customer service.

Essentially, a Solution Seeker can help you in any way needed to analyze and better understand how your customers view your brand and how you can best serve them!

“You Never Get a Second Chance to Make a First Impression”

Another familiar adage. Customers are interacting with your business every day in multiple ways, and they develop their opinions about your organization on the basis of those interactions. Moreover, they are far more likely to share a bad experience than a good one. Are you sure your customers are developing the correct opinions and perceptions about your business? If you want to be sure you’re making the right impression, Solution Seekers at Datalytic Solutions are here to help! Contact us today!