The Joy of an Incredible Customer Service Experience
It’s no longer enough for a company to provide just a great product. Today’s consumers, thriving in an instant gratification economy and Internet of Things culture, urge brands to extend past the product and provide an excellent customer experience, too. As the value shifts for customers, so does the way companies measure loyalty and success.
Net Promoter Score Going Bye-Bye
Net Promoter Score (NPS) used to be the main metric for gauging brand loyalty by asking customers how likely they were to recommend a product or service to a friend or colleague. Now, brands are seeking the answer to a more specific question that bears heavier weight on customer satisfaction.
The Rise of the Customer Effort Score
The Customer Effort Score (CES) measures customer satisfaction by looking at service interactions. A transactional metric, the CES is measured by a one-question survey that prompts the customer after an issue has been resolved. The customer ranks their interaction with the company on a scale from 1 (difficult) to 7 (very easy). Through this metric, companies can see the correlation between a positive interaction and increased brand loyalty, and vise versa.
So, what are these magical factors that drive a customer to rate your company at a 7 instead of a 1 or 2? Survey aside, customers will tell you without having to ask: social channels and reviews are a goldmine of voluntary feedback. This super valuable content tells us that two-way SMS communication and a short time to resolution drives customer service success. But, don’t just take our word for it.
Here are five exemplary wins from our own customers:
ParkWhiz helps you find a great parking spot at an equally great rate. Anyone who has spent over an hour circling and searching for a spot knows the value of having a guaranteed place to park–not to mention being able to save on those pricey rates. While ParkWhiz is the ultimate solution for drivers, one of the aspects customers value most is being able to two-way text with a customer service rep.
Plastiq is a fintech app that makes it easy to pay and manage bills, from tuition and taxes to car payments and mortgages. Customers enjoy being able to easily–and securely–pay a bill by snapping a photo of it on their iOS app or via their website. Not only does Plastiq provide a simple solution to a problem all customers have, but they back it up with equally seamless customer service via text and live chat.
Communication is key, and so is a quick time to resolution. Memebox is the go-to site for the top trending Korean beauty products. A quick visit to their Google reviews page proves what customers value most when shopping online. Excellent products at a great price point; quick shipping and easy returns; and SMS customer service make every Memebox shopping experience a pleasant one.
Rideshare car service Lyft makes catching a ride convenient and inexpensive. Riders also reap the benefits of proactive customer service. This example shows a customer who was reimbursed for a false charge before even contacting the company. What’s more, the text she received from a customer service rep made the experience feel personalized.
Daily deal site Tanga provides SMS customer service communications for any questions customers might have. They encourage customers to shoot them a text with their queries, and make the phone number readily available, like this example from their Facebook page. Tanga takes customer experience a step further by engaging with customers on their social media channels.
The bottom line is that customers want to feel valued, and they are expecting that special feeling from every experience with your brand. You’ve perfected your product; now taking care of thousands and thousands of customers can be simple, too. Easily provide them with the care they deserve—and demand–by integrating SMS to your customer service communications.