Nowadays, it is very difficult to find a loyal customer, as people only stay loyal to a company if you give them a good reason. Well, there is no dearth of the companies in the market giving a lot of competition to each other. Hence, it is very easy for your customer to move away and choose someone else. That is why one has to work even harder to retain the customers and make them trust your company. The best way of doing it is by providing the best customer care. The trust that one gain's with customer care can eventually prove to be the telling factor and huge difference between ending up with a loyal customer and the one who moves away. When it comes to building a reputation nothing can be more effective than word of mouth. What your customers say to others could make or break your business. When you provide the best customer service, guess what will happen? People will talk about you. They will remember your brand. It is one of the most cost-effective ways of being ahead of your competitors. Well, if you want to stand apart from the rest, customer care is the way to go. That is why so much attention is given to the satisfaction of the customer while doing customers care calls. Sometimes people confuse customer care with customer service, but their approach is quite different from each other. Following are the things that differentiate customer care from customer service: Customer care involves Proactive approach Serving customers to complete a transaction and providing the required information, this is what customer service involves. Well, it is a friendly and helpful service; however, the main job is to finish a particular process for the customer such as making a sale. In this process, you are not catching your customer by surprise, as you are not moving beyond that initial contact stage. When you compare it with customer care, you will find out that it takes the procedure of providing service to the next level. It involves treating your customer as an exceptional individual, who is the lifeblood of your business. Hence, you need to be proactive while dealing with your customers. You need to surprise your customers. Do something that they were not expecting at all (in a positive way) and please them with your amazing service and gesture. Always remember that customer should feel delighted with your service. If you do that, then your customer will return to your company. Customer care is about recognizing the needs of your customers Staff members are the most important people when it comes to customer satisfaction. They are not the only employees responsible for keeping customers happy. Serving customers involve answering questions, processing transactions and offering assistance when asked. Customer care involves moving to the next level. Putting the customer first in every aspect of your business operations should be the motive of every employee. The customer should always be the center of every business. It’s not only the duty of staff that directly deals with the customer, but company should also come up with the policies that can make your customer happy. Customer who feels cared and special is most likely to come back and tell his (or her) friends about the positive experience that he (or she) has enjoyed. Customer care is about looking at the bigger picture Customer service is more about serving customers by solving their problems where customer care is all about focusing customer satisfaction and understanding their interests. There are two ways of looking at everything. One is to get the short-term benefit and another one is to look for long-term gains. With customer care, you focus more on the bigger picture and make sure that the business keeps on growing. That is why the Customer care services are the lifeblood of every organization. Procedures of customer care are quite vital in finding methods that can support in achieving commercial goals keeping a big picture in mind. Customer services more of a hierarchal management that has its own procedures. Its focus is more on meeting technical and administrative requirements rather than encouraging responsiveness to client’s needs. Hence, customer service is just a part of customer care as it is only one of the many ways of reaching customer’s contentment. Yes, both of them are important for the survival in this era of competition. Every company should practice Customer care if they want their business to grow. Customer care is about going that extra step Customer service is always there to resolve the customer’s issues and to make sure that they don’t face any problem in receiving your service or using your products. On the other hand, customer care is about going one step further and doing something that makes you delighted.
There was a time when business was only about closing the sale. Nobody used to pay attention to how you got to that point. Well, the things have changed today. You should cater to the new Consumers if you want to survive. Better customer service will ensure that you are providing them what they want. There are customers, with whom money is not an issue; what matters for them is time. And there are others for whom the things might be totally different. If you try dealing with both kinds of customers, in the same way, it may not be effective. You might end up upsetting them. The best thing to do in such scenario is to talk to them to discover exactly what they want. It is vital to assess each customer individually. Hence, take initiative and ask questions. No customer wants to feel like just a number. You should try to make them feel like they are a part of the company’s success and they matter a lot to you. Both Customer care and customer service is all about thinking of the welfare of the customers. These two will always be there no matter what your company offers. Source: -https://www.ainoapp.io/blog/difference-customer-care-customer-service/
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A competitive advantage is not only about product and its features but it’s about overall experience that matters to the ultimate user. If you have customers, then you need Aino App to provide exceptional support at all times. Be a competitive differentiator in the market by using a quirky and a smart Aino app. It helps in acknowledging the need and delivering a flawless experience. Gone are days depending on Interactive Voice Response for all customer care solutions. It’s not personalized and people don’t like talking to machines. Tech savvy customers need transformation for a seamless and consistent after sales service. People dislikes and get frustrated with the multiple phone menus. Lengthy choices and listening to low-quality computer voice can make caller get lost in no time. Simply hanging up the phone without getting right solution could leave a customer discontented. Search, connect and Resolve multiple customer services in one place is the new mantra. One way of addressing customers is by offering multiple menu choices to reach the customer care expert or by offering one point to manage multiple customer services. Aino App is scratching old methods and promising to deliver awesome customer service. It is able to manage all customer care interactions right from reaching mobile customer care to bank services, all in one place. It is delivering a smile and ensuring that no business suffer any downtime. Powerful Integration and Extensive Reporting capabilities Companies might lose a high-value customer if there is no ending to the waiting queues. No urgent response can be sent and received as major time is spent in queues to speak to the executives. Aino App is a game changer for handling for the entire customer queries and interactions, all in one place. It is revolutionizing the customer support industry. It’s a single Platform for providing top notch services. It's streamlined and brings all assistance service in a single platform. Thus there is no need of saving phone number or mail addresses for various companies on your phone. One click to Aino App will solve all customer service requirements. It’s a product with the maturity to understand the users’ pain and provides seamless experiences to resolve their concerns. Aino App is a carefully planned tool to exceed customer expectations. It’s a forward-thinking tool to assist the business in meet the growing demand of the customers. Be an Industry leader by recognizing trouble and provide a satisfying solution. ”Mobile first” mindset will allow synergizing and access to various communication channels. It’s time to adapt to new strategies to utilize the time availability with the productivity. Aino app shows a great opportunity to tap and track customer need, show the shortest route to resolve queries with ease and satisfaction. It’s a bridge between companies and its ultimate users. Users can receive customer calls at their convenience by switching to Aino App. It’s a self-service tool for a smooth and pleasant relationship with the users.
If reviews are important before buying a new product then after sales services are also important reasons for the customer while buying a product. Exceptional customer service can increase company sales. Aino App can assist customers with instant assistance. It’s a one-stop solution for posting queries, booking request and filing a complaint. It can serve as a unified database for each companies queries and company can hugely benefit from the immense information. The companies can use this information to build better and promising products for its customers. No more waiting in long queues to talk to customer care executives. It’s time to get connected to executives at your fingertips. Save your precious time and money by a call back request only at Aino app. Easy to cancel or rescheduled the call back request in case you are busy. Users can enjoy benefits at completely free of cost. It reduces complexity and gives entire activity sequence in one place. It’s truly a global product where the service request is handled conveniently and comfortably at customer ease of time. In times of peril such as internet issues, a broken washing machine or pretty much anything else these days, one turns to the customer care helpline of the respective product. In calling based services or phone support, customers have a direct conversation with the customer support representatives over the phone. You must be accustomed to windows popping up on websites greeting you and trying to initiate a conversation with you. Chat based services or "live chat" as it as popularly called is initiated by the customer by clicking a link on the website of the service provider. It is basically a computer typing responses back and forth instead of talking on the phone. Calling based services are used widely for activities such as order taking to upselling and cross-selling. Chat based services are also ever so increasingly being used for a lot of business activities such as lead generation and closing pre-sales and post-sales queries to tech support. Here's how they both provide very different experiences for both the customer and the client: Human vs Computer feel in a Conversation Phone support allows the customer to hear the customer service representative's voice. One can use their voice and this gives the whole experience a more real and human feeling. On the other hand, people talk faster than they type. Some may find it more convenient to just call up a person instead of having to express themselves in words by typing. In fact, not everyone is the best at expressing themselves with words. Also, live chat comes with a loss of emotional subtext Saving time Phone-based services often require you to wait for long periods of time before you are connected to the customer support representative. Live chat, on the other hand, overcomes the issue of slow response time. As soon as you type your query in live chat, the customer service representative gets back to you with a response. It also makes query solving more efficient for the representatives. If a customer asks a commonly asked question, one can simply copy and paste a pre-written response to the frequently asked question. Hence, it saves time for the representative as well. Accents and background noise An issue that often arises with call support is the clarity of the voice on the other side of the line. The person may have a certain foreign accent which makes it difficult to decipher what the issue or resolution to the issue is. Apart from hard to decipher accents, people deal with unpleasant background noises. Talking over such disturbances really hinders the process of resolution of the issue a customer is facing. Live chat comes in here as a savior as there isn't a need to understand someone's speech through the background noise.Also, it bridges language barriers as one can use a language translator to communicate via chat. Testing out the solution In a live chat, customers can keep the channel open while they test out the resolution to the problem. In a calling based service, a customer can get back in touch if more help is needed by calling the representative again.
For live chat, the chat session may be open for hours and it often happens that the chat is transferred to a new customer support representative. Hence, in both calling and chat-based services, the team of representatives tends to keep a log of the conversation with the customer. So, the new representative has a clear idea of the stage of solving the issue that the customer is in. This allows greater customer satisfaction and more efficient communication. Chat based and calling based services are indeed unique in their own way. In the end, it all depends upon on what the customer finds more convenient. Revolutionary trends such as calling and chatting over an internet connection have made waves in the way businesses communicate with their customers. Another new trend is a free call back service offered by apps like Aino, that allows one to get in touch with multiple businesses and their service departments without the hassle of a slow response time. Whatever maybe the channel, the aim is always to establish a relationship of trust between a customer and the company. |
Karan DixitDigital Marketing Manager At Aino Ap. Archives
June 2017
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