Customer service is one of the pillars of profitability and the positioning of any business, as it focuses directly on consumer satisfaction and optimizing their experience and interaction with a brand.Juan Andrés CorralesJul 25, 19 | 7 min readcustomer serviceWhen talking about customer service, its tools and its importance, a famous phrase by Maya Angelou comes to mind: “People will forget what you said, they will forget what you did, but they Singapore Phone Number List will never forget how you made them feel.”Perhaps, when the American writer, singer and activist expressed this reflection, she did not think directly of this concept as a fundamental pillar of marketing , sales and business in general.However, this phrase can easily be transferred to the business environment and, specifically, to the customer experience and their points of contact .Precisely, customer service seeks to make users feel comfortable with their interaction and relationship with a company or brand so that they never forget it and always consider it one of their main purchase alternatives.
So that you better understand what we are talking about, in the following lines we will detail this concept in a much more specific way, reviewing its meaning, usefulness and, above all, importance.Does learning about all this sound like a good idea to you? If so, don’t back away!What is customer service?We can define customer service as a concept that encompasses all those strategies, activities and processes aimed at satisfying the needs of the users of a product or service.In addition, it is directly related to meeting the needs of consumers and helping them solve problems and dilemmas.
And, although it is said simply, all this encompasses multiple factors and aspects that go beyond a good product, such as: personalization;amiability;speed;security;follow-up;effectiveness,among others.Regarding the history and evolution of this concept, it has a direct relationship with the development of technologies , especially those related to communication.One of the fundamental processes for the expansion of customer service or attention was the creation of the worldwide telephone infrastructure , since it allowed the emergence of the famous call centers or call centers.Historically, this area has brought together agents, advisers, supervisors, executives and other employees with specific training in customer service, who are in charge of solving user concerns and problems, as well as offering and promoting products and services.
Although call centers continue to be a widely used alternative to optimize customer service, the digital transformation has led to the emergence of many other platforms, tactics and strategies oriented to this concept.These types of changes have resulted in greater trust and closeness between the customer and the brands , and an example of this is the rise of Customer Success.Today, both startups and established and traditional companies – at least many of them – understand the importance of these professionals, who have responsibilities such as: follow up after sales;follow up on the progress of clients;evaluate indicators and results of interest to the client; propose solutions, alternatives and improvement projects; and incentivize and collect feedback on products or services.As you can see, these specialists are a link between companies and clients, who provide continuous support, personalized and close attention and, above all, who prioritize the interests of the user.