Contact Center Solutions Featured Article

Listen: The Customer is Speaking

October 14, 2013

It goes without saying that good customer service is a good marketing strategy for any organization. It’s also true that customer reviews are equally important for company growth, enhanced customer satisfaction and e-commerce. That’s why is starting a month-long customer service review.

But why would an online store be willing to spend 30 precious days on such reviews? Because customers are important and what they think is critical. It’s a proven fact that customer reviews contribute greatly to increased conversion rates.

Just think about it – customer reviews are nothing but feedback from customers, who tell you about what they liked and disliked about a product or a service. When these experiences are recorded (both good and bad), it is an eye-opener for companies that always think their customer service is above reproach.

As with most anything in life, there’s always room for improvement. Even organizations that boast outstanding customer service will find that they can always make it better.

“We think that our customer service standards are very high,” said a spokesman. “But without doing an independent review, there is no way for us to know how we could do better.”

 According to the spokesman, the company will adopt a three-pronged approach: direct customer interviews, dialogues with customer service reps and setting up of an independent agency.

When customers are surveyed directly, will get first hand views on what’s wrong and what’s right. This gives the company an idea of what types of issues they have to tackle. With the basics done, it will set about the task of trying to resolve the issues with the help of customer service reps.  And, to iron it all out, an independent agency will test the efficiency of the solutions.

“The three-pronged approach of the review should give us the most accurate picture of what we need to do and if we are doing it well,” the spokesman said.

Customers want to be heard, they want to give vent to their feelings, voice their misgiving, share their experiences with online stores. With no two individuals thinking alike in all respects, can harness a wealth of information by paying attention to what each customer has to say.

Edited by Stefania Viscusi