It’s all in the title: Customers don’t want to talk to you.
But don’t panic. It’s not your fault.
What Customers Want
Today, people place a high value on ease and time. Customers don’t want to wait in line when they can use self-checkout or order online with a few clicks. They don’t want to wait on hold to speak with customer service when they could submit an online ticket and have their issue solved in half the time. And customers don’t want to talk to the company if they could easily find information or fix a problem by themselves.
A study by Desk.com found that “41% of respondents would check a brand's website as the first step if they have a question about a product or service” and “72% of millennials believe a phone call is not the best way to resolve their customer service issues.”
Because of how technology has changed, dealing with customer service is no longer convenient for the user. Your users want to fix their issues with the least amount of help, and as quickly as possible.
What You Can Do
If customers don’t want to talk to you, what should you do? How can you ensure that your customers are still having a great experience with your brand?
Most companies understand that customer satisfaction is essential to success, but they often look for a solution in the wrong place. Customer service can be an important factor in whether users feel loyal to a company, but it should not be the sole way a company satisfies its customers.
According to HubSpot, “With more AI and self-service resources becoming available to customers, customer support will see a decrease in case count. This is because smaller, less-complicated problems will be solved by either the customer or a service technology.”
Instead of hiring more and more customer service employees as your business grows (and spending a large budget), consider investing in technology that will take care of your customers’ needs and improve their experience. If your website allows customers to easily access tools such as a knowledge base, forums and chatbots for themselves, customers won’t have to wait to be served and can access information when they need it.
This is where Customer Experience (CX) Portals come in. CX Portals transform the way that B2B companies serve customers, employees and partners through their website. With a customized portal, a company can show its users the right information at the right time, allowing them to solve issues for themselves.
Now, instead of calling tech support, a user can first log in to the portal and find knowledge base content to fix their problem. Or they can search for their question on a forum to see if anyone has already found the answer. The benefits are endless for both the company and the user.
By empowering its users through portals, a company is not only saving themselves money, but also improving their customers overall experiences. It’s a win - win, and who doesn’t want that?
Have questions? Check out more about more about customer experience here or give us a call at 603-329-6760. We would love to hear from you.