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Being able to render excellent customer service creates brand loyalty and helps businesses to prosper in the long run. In order to achieve that understanding customer service psychology is imperative. A well tailored customer service strategy focuses on customer acquisition, retention and enhances the customer experience.
According to the Accenture report, 48% of customers expect specialized treatment for being a loyal customer. While it is important to understand the needs of the customer, it is also important to understand customer service psychology. As said goodness goes a long way, focusing on delivering improved customer service acts as a catalyst to the success for any business.
What actually makes or breaks a relationship is the psychology of customer service. And the moment when you understand the concept thoroughly is when you are able to boost customer satisfaction rates.
It is very important to understand what motivates customers to ensure successful customer service interaction. For example – A customer who reaches out to you with a complaint or problem, their motivation is probably to get the problem fixed. They expect an attentive ear who will acknowledge their right to feel bad about the problem.
Customers expect to be valued, listened, cared about their problem and want assurance that the same won’t be repeated in the future. Customer psychology can be analyzed and understood based on their behavior and emotions that will help you to serve them better.
Great customer service is directly related to customer satisfaction. And you can never improve satisfaction unless your team has customer service smart goals to follow. Here are some reasons that will prove that the customer was and will always remain the king.
To cut it short, customer service motivation is vital for the sound health of your business. Strategic planning and sincere efforts can help you to deliver top notch customer service.
One highly effective way to improve customer service is through the application of customer psychology. By understanding the psychology of customer service, you can have a big impact on satisfaction levels. This can allow your brand to better understand customers and provide a higher level of intuitive support.
Let us discuss the vital facets of customer service psychology.
According to Psychology Today, emotional intelligence is the ability to identify and manage your own emotions and the emotions of others.
Emotional intelligence focuses on the most important part of our human minds i.e. emotions. Emotions help us to develop and motivate to take action in different circumstances. But then how it is applied in customer service?
Let’s find out.
Effective customer communication is one of the main elements of customer service. And without emotions, communication can’t be meaningful between the agent and the customer. Emotions are essential to understand what actually your customer is feeling.
So if you want to polish your communication strategy with customers you need to work on improving your emotional intelligence.
Loyalty is a virtue. But it has to be earned to truly mean something. That’s true in life in general, but it also goes for marketing. Customers won’t just stay loyal to brands because they’re there—you have to earn the loyalty of the people you sell to.
The customers who are brand loyal are simply loyal to your business.
Brand loyalty is simply when customers become committed to one brand over its competition and make consistent repeat purchases over time. There are actually many reasons why a consumer can become loyal to one brand over its competition.
The more effective is the branding strategy of the business and execution, the more customers will be found in the upper echelons of the pyramid.
For example, Apple has a very strong loyal customer base and this is for several reasons.
Through customer’s brand loyalty, Apple has reaped several benefits like increased rate of retention, increased referral rate, increased share of wallet as well as reduced marketing costs.
Real time assistance is the top priority in customer service. Most of the customers leave frustrated if they fail to receive instant support. Live chat software bridges the gap and boosts customer satisfaction with proactive support.
InContact study drew an inference that customers are satisfied and positive with proactive customer service.
With live chat software, you gain valuable insights about customers’ profiles and trigger the right message at the right time to deliver customers the best customer service experience.
There are times customers encounter serious technical issues that are difficult to explain in chat. The real time identification of the issue helps to know the complexity of the issue. Faster and effective resolution becomes imperative in such scenarios.
We can’t ignore the fact that 34% of U.S. respondents listed the inability to connect with a live person for support and automated IVR annoys customers and has a negative impact on service experience. The live customer engagement tools ensure faster resolution in the first touchpoint.
Customer support criteria are different for different businesses. For those who need to deliver a response in less than 30 seconds, chatbots are the best option. You can automate the customer service process to deliver real time support when your support team is not available.
You can train bot with FAQs and business information to engage customers, thus reducing the number of support requests. The bots also collect customer information and prequalify the leads who are transferred to the sales team for further nurturing.
Conversational bots are widely used in FinTech to deliver excellent customer service as chatbots can resolve a basic issue or query instantly. Chatbots deliver faster response, handle multiple requests simultaneously and they are easily scalable.
Bank of America introduced an AI-driven virtual financial assistant called Erica. The bot Erica efficiently handled the customer service queries in various ways such as:
Erica has surpassed 6,000,000 users and has serviced over 35,000,000 customer service requests.
How about streamlining all your customer conversations in one place?
Customers choose to engage with businesses across various channels, including the web, social media, email, mobile devices, kiosks, online chat, and by visiting physical locations (storefronts or service centers).
Creating consistency among every channel improves the customer experience as well as the brand image.
With omnichannel support, you can unify all your customer conversations in one place and helps in a better understanding of your customer journey. The valuable insights help in engaging them across their buying journey across all touchpoints.
The businesses that follow omnichannel strategy retain an average of 89% of customers compared with 33% for those with weak omnichannel strategies.
“Transparency is the new normal.” – Forbes
There is a close connection between transparent business communication and customer retaining with your business.
A Zdnet survey made on 1000 US customers on their transparency beliefs, expectations and desires it was found out that consumers’ expectations of transparency grow daily. Almost nine out of 10 Americans believe transparency from businesses is more important than ever before.
Best practices:
Generally, customers switch brands because they are put off by untrained or rude support professionals. McKinsey – 70% of the customer’s journey is dictated by how the customer feels they are being treated.
So, it is very important to choose the right words before you speak to your customers. The customers can get a bad impression with certain words or phrases used by the customer support agents.
Always make your customers feel comfortable, valued, and appreciated. Be knowledgeable of and understand the relevant policy and procedures. Always listen to what they say without interrupting them in between.
Protips:
Never waste time in general questions – jump directly to the right solution for the customer makes the process personal as well as efficient.
Gartner study found that businesses that do not respond to social media messages face up to a 15% increase in customer churn.
Today, social media has become the most preferred platform by customers for instant assistance. Insights Guide says Facebook reported that more than 1 billion messages are sent from customers to businesses, ever year.
Social listening is monitoring the social conversations about your brand via brand mentions, specific keywords or phrases, and comments. By actively listening to the conversations, you can educate and build relationships with prospects as well as customers.
With social media listening, you understand customer service psychology that helps to boost customer satisfaction and reduce customer support costs.
The bottom line is – “Never take your customers for granted”. Rather you should not miss out on a single chance to make them feel special and offer gratitude for choosing your business. As we all know learning is an ongoing process – one of the most effective ways for businesses is to analyze and define customer service needs by putting in their shoes in different scenarios. Thus, you can establish a healthy relationship with your customers.
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