‘Customer satisfaction is at its lowest since July 2016″.
A powerful statement but a stark reality in how the right service can have an impact on the longevity of your business. Quite often we see companies who offer a multitude of forward-thinking services and mind-blowing products but stump at their interaction with customers.
According to the recently published UK Customer Satisfaction Index (UKCSI) by The Institute of Customer Service, customers who have experienced a problem with a company has increased. Worryingly this is in industries where customer satisfaction should be at its highest.
Rating customer satisfaction at a national, sector and organisational level across 13 sectors and incorporating the views of 10,000 consumers on 247 brands, the Institute’s research shows a brand achieving high ratingsfor customer experience (such as ease of doing business with, getting things right first time) and on measures like emotional connection, customer ethos and ethics can engender higher levels of satisfaction, particularly when paired with a customer-centric approach.
As a ServiceNow Partner, and ex-client side, we at Unifii understand the impact broken customer connectivity can have on a company. It goes without saying that a positive service experience drives engagement towards a company but retaining this engagement is often overlooked or sidestepped with the focus on prospecting.
Jo Causon, CEO of The Institute of Customer Service, said: “In today’s complex world, it is vital organisations get the basics rights first: efficiency of service, complaint handling and the actual customer experience. On top of this, consumers are placing growing importance on trust, transparency, emotional connection and ethical behaviour. Our research shows there’s a compelling argument for meeting both these types of customer priorities for a profitable business return.”
ServiceNow’s Customer Service Management (CSM) solution offers companies the opportunity to entice, retain and proactively address pain points with service matching facilities. By quickly solving problems, empowering customers with self-service portals and encouraging collaboration through real-time facilities, customer retention increases.
‘Good service increases engagement, is more efficient, and saves money’. By using ServiceNow’s CSM, it enables companies to have direct customer interaction, account management capabilities, omni-channel integration and a central system of action; instantly transforming digital capabilities.
As a forward-thinking platform it goes beyond sales contact capacities and bridges the gap by accelerating engagement and extending business capabilities from the onset. Effectively, offering a seamless solution which connects the customer’s experience with the whole business and utilising the right department to effectively engage, address, resolve and prevent issues from reoccurring.
Giving companies the ability to sustain customer relationships and boost productivity across the whole business, ServiceNow’s CSM radically increases customer satisfaction whilst reducing case volumes and costs by providing a service that is effortless, connected and proactive.
Bridging the gap through a comprehensive solution.