Member Article

Understanding What the Customer Wants - The Infographic

Customer care or customer service is an important part of any business. For satisfactory customer service, one has to understand what the customer expects from the customer service professionals. Research shows that 71% customers feel that the company should value their time.

Preferred modes of communication:

Though 73% of customers use voice as their primary mode of communication it has been found that the satisfaction rates in case of online chat are higher as compared to voice. Email is third most preferred mode of communication. Social channels give a low satisfaction rate but customer preference for this mode of communication is on the rise.

Channel preference for technical queries:

In case of technical queries the preferences are as follows:

• 70% customers prefer live agents
• 27% customers prefer emails
• 19% customers prefer web chat
• 15% customers prefer web self-service
• 8% customers prefer IVR

Why customers reach out for customer care?

Customers prefer customer care for the following reasons

• 26% customers for technical queries
• 22% for general enquiries
• 13% for complaints
• 11% each for billing and for updating information
• 10% for purchases
• 7% for new account and services

Top 5 criteria for quality customer care

The top 5 criteria for quality customer care are:

• Professionalism and Skills: The executive should handle all the queries of a customer professionally and should have the required skills and knowledge to resolve customer queries.
• Accessibility and Flexibility: Customer care operatives should be accessible anywhere and at any time and with ease.
• Reliability and Trustworthiness: Customers must find the service provider reliable and trustworthy.
• Service Recovery: The service provider should be able to provide new acceptable solutions quickly in case of a difficult situation.
• Reputation and Credibility: Service provider should deliver value for money and must have good performance.

By keeping in mind these few things a service provider can surely deliver the best customer service.

Infographic by DVLA Contact Number

This was posted in Bdaily's Members' News section by Ashley Elizabeth .