When you equip your business with the right tools, it can benefit your business in the following ways:

  • Helps to improve your team productivity
  • Make better communication with customers
  • Gain valuable insights about your customer journey
  • Boost customer satisfaction

Some tools that you can use to deliver a better customer experience are:

Customer engagement tools– Give your agents an omnichannel engagement platformto know more about their journey and deliver consistent real time service experience across all channels by using tools like live chat, co-browsing, video chat.

Feedback tools– Use NPS or CSAT surveys to measure your customer satisfaction.


Risk

Coinbase Slammed for What Users Say Is Terrible Customer Service After Hackers Drain Their Accounts

By Nicole Pinto on August 25 2021

  • in
  • Account takeover
  • Cryptocurrency fraud

“Interviews with Coinbase customers around the country and a review of thousands of complaints reveal a pattern of account takeovers, where users see money suddenly vanish from their account, followed by poor customer service from Coinbase that made those users feel left hanging and angry. Making the issue even worse, cryptocurrency transactions cannot be reversed, according to the FBI.

So Peter, it all started a few months back when I ordered the white BIRKELAND bed for my eight-year old daughter after she decided, based on an online-search, that this was exactly the bed she wanted.

At first, everything seemed to work well. I placed an online order and the bed arrived on the specified delivery date. Or so I thought.

The day after I took delivery of the boxes I received a call from the delivery company saying that they failed to deliver one part of the bed and would deliver the missing piece in two days time.
Peter, do you know how annoying it is when a company can’t give you a time for a delivery? It was bad once, but now I had to experience this again. On that day I waited, and waited and the delivery company never turned up.

They apologized and promised to deliver the next day, but again couldn’t give me a time.

Slammed for terrible customer service after 10

Not only are they four times more likely to convert compared to leads from other sources, but they also have a 16% higher lifetime value.

Providing great after-service sales has a positive impact on the number of customers who are willing to provide referrals. And since 65% of new business leads come from referrals, according to a survey of marketers, it’s critical that your existing customers are happy with your after-sales service. If they aren’t, you’ll see fewer and fewer new leads coming from referrals.

Positive Brand Image

A number of studies have shown that a good post-sales experience positively affects the overall brand image, which in turn promotes customer loyalty.
Ensuring that you’re seen as a trustworthy, helpful brand is essential to customers returning to purchase in the future. It can also improve conversion rates and reduce churn.

Slammed for terrible customer service after 11

The famous airlines miserably failed to fulfill the two core elements of customer service i.e. compassion and communication. It shows that one instance of worst customer service failure can have serious consequences.

How to fix it?

  • You can use live chat for offering real time sales and support assistance to customers. It means more sales conversion and higher retention.

    It also improves customer satisfaction and cultivates loyalty.

  • You can engage your customers 24×7 by chatbots. They are always available to answer simple queries, that reduce the number of support requests and improves team productivity.
  • You can also combine both channels and deliver hybrid support to your customers. Use bots as the first point of contact to answer simple queries.
    The queries that need human support can be directed to live agents.

Slammed for terrible customer service after sales

You can see all the products we currently sell at our stores on this web page I am opening for you now.

I said:I don’t want to buy it, I want you to pick it up.

Anna said:Unfortunately IKEA does not currently offer the service of store pick-up for online orders.

I said:I don’t think this conversation is going the way I want, what do you think?

Anna said:Ask me about IKEA stores, products, and services. My knowledge about all issues related to IKEA improves every day.

I said:Can you call me?

Anna said:Unfortunately details left here cannot be passed on, if you require us to call you, please email us or use our online chat service.

The resulting high employee turnover further damages a company’s image and creates additional expenses for recruiting and training new agents.

What should you avoid to prevent bad customer service?

Ignoring service requests

Completely ignoring service requests is the worst customer service mistake that a lot of businesses make. The Customer Service Benchmark Report shows that 62% of companies did not respond to a customer service request. Moreover, 90% did not acknowledge or inform the customer that their email has been received.

Not resolving an issue

Not resolving a service issue during the first contact or not being able to do it at all is another major pain point for consumers.
62% of respondents had to make multiple attempts to resolve their recent customer inquiry.

According to a 2020 study conducted by Shep Hyken’s CX consulting firm, 96% of customers are willing to leave your business if they receive bad service.

Even if you’ve sold them on your product initially, if you abandon them after the sale, they won’t come back in the future. Think of it like a leaky bucket. Sales are pouring in, filling up your bucket. But if you have a hole in the bottom of your bucket, customers will keep leaving, and your bucket will never fill up.

Providing great customer service after the sale is like patching up that hole. Customers will stick around, even as you recruit new customers and make more sales.

Word-of-Mouth Referrals

Leads that are referred to your business by previous, happy customers are the most valuable asset in your sales funnel.

  • You can use live engagement tools to greatly increase your team productivity and deliver good customer service experience.
  • 3. Inefficient customer support team

    A dedicated support team is a great pride for any business. Not having a competent team can create the worst customer service examples.

    If your business is missing out on this factor, it might not be able to offer proactive support, therefore, losing loyal customers and deflecting brand reputation and more customer complaints.
    This brings out the vitality of roofing a knowledgeable and competent support team.

    While hiring new support reps to follow the below tips:

    • Make the new hires aware of the importance of achieving a high level of customer experience.
    • Maintain transparency as part of your customer service in higher education training module.

    Not only is this sustainable for the planet, but it also increases consumer confidence in their product.

    Baratza provides great after-sales service through extremely helpful customer support, online troubleshooting guides, easily ordered replacement parts, and affordable repair service for customers who don’t want to DIY.

    2. Suzuki After Care Service

    Suzuki is routinely rated as one of the top-performing automotive and motorcycle companies when it comes to customer satisfaction. When it comes to vehicle sales, trust and reliability are essential.

    This is why Suzuki has put so much effort into ensuring buyers feel supported after the sale.

    Along with the standard warranty, customers can also upgrade to the Suzuki Protection Plan, a transferable warranty that makes sure the customer is taken care of, even after they’ve purchased.

    3.

    You’d have better luck landing a tell-all interview with Bigfoot.

    McDonalds: In light of McDonalds’ current reputation and its most recent ad slogans, “I’m lovin’ it” and “Choose lovin’”— the company has obviously chosen to target the masochistic fast-food demographic.

    Monsanto: Monsanto is responsible for making and selling deadly chemical products including DDT, PCBs, Agent Orange, and Roundup, not to mention genetically modified organism seeds—GMOs. What’s the ultimate in bad customer service? How about actually killing your customers? That’s one way of dealing with consumer complaints.

    Spectrum: Suspicious charges, bogus fees, unfair billing practices.

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