Customer interaction goes far beyond than we think. It is an ongoing process that evolves with the rise in customer expectations.
Nowadays, customers are becoming more and more demanding since they can choose different bands that provide the same services. People will choose their services based on the quality of the service they receive.
Do you know that customer interaction, along with customer experience, is not a one-time thing? It does not end with the services delivered by your employees. Customer interaction goes far beyond than we think. It is an ongoing process that evolves with the rise in customer expectations. Any company should refine and improve how they interact with customers constantly.
Customer interaction is every conversation between a company and a customer. It encompasses everything a company does to engage with customers.
What would customers expect from the companies?
Whenever a customer contacts a business, they seek a variety of elements. That includes:
It is essential to make the opportunities to connect with customers aren't missed.
Not all customers are equal. That means your employees will be engaging with different types of customers. One can separate the customers based on their current status:
Every customer will have different needs. By segmenting them, it will be easy to assign employees who specialize in understanding and serving them. These are types of interactions that will require during the interaction process, including:
Requests: These are the type of interactions in which customers will ask for new features.
Questions: Customers use this type of interaction when they don’t understand some parts of the service and are inquiring for clarification.
Complaints: When customers encounter an issue or feel unhappy with your service, they use these types of interactions. Sometimes interactions need to be prioritized when the complaints are more urgent and sensitive.
Compliments: When customers use this type of interaction, it means that they love the services provided.
In this competitive world, the way you interact has become vital to thrive and strive. It also means that each interaction with your customer is an opportunity. Therefore every customer interaction has to be carried out with care. When you want to develop your customer interaction strategy, Focus360 can help with our top-notch features to make your customers happy.