Nowadays, when the world seems to spin faster and faster, we can see that factors such as independence, dynamism, speed, objectivity and quality are the true words of law. Therefore, it would be expected that the same would occur in the business world, which gives rise to the need to know what types of customer service are.
Faced with the high competitiveness of a market that is more fierce, it is highlighted that the approximation between the consumer and the brand constitutes an increasingly flagrant priority.
These relationship dynamics require that diversified types of customer service be established, especially in the online, so that the communication process between a company and its public occurs in an optimized and effective way.
That's why we, at Zap Sign, have prepared this article, with everything you need to know about customer service, the main types on the market, and tips to apply the best customer service practices in your company, in order to establish the best possible configuration, according to your target audience.
Shall we go ahead?
What is customer service?
First, we need to understand the concept of customer service in depth. Although, at first glance, the term may seem self-explanatory, it is worth pointing out that when we talk about customer service in today's context, we are referring to more than simply answering questions or listening to complaints.
It is about establishing direct, attentive and empathetic communication with the customer, focusing both on problem solving and on strengthening the relationship between the consumer and the brand..
After all, it is known that the customer likes to feel special and, above all, to have their problems resolved and their doubts clarified in a quick, objective and attentive manner.
Not infrequently, customer frustration, who, when looking for the company to solve their problems, does not get a satisfactory service, causes distance between the brand and the public, since the consumer's needs are not treated as relevant or important.
Therefore, the company that correctly applies the concept of customer service within its practices goes against this outdated culture of treating the service process in a mechanical and plastered way - especially in the digital age, when e-commerce is expanding. , and the market, more competitive than it has ever been.
In this sense, understanding the nuances of the customer service concept makes the communication process more fluid, as the customer becomes more than a mere number and is elevated to the status of a relevant individual.
It humanization of the service process, by the way, constitutes an essential factor for the creation of a relationship of trust, strengthening the bond between the consumer and the brand.
Why is customer service important in companies?
The advent of the digital age, the recent expansion of e-commerce and the recent technologies that have been dominating the market are determining factors for the levels of competition to grow dramatically.
In this current scenario, there are countless options available to the public, as well as the ease of access to all kinds of products and services, with a simple click so that, if an alternative does not meet the expectations of a consumer, another is accessed. in your place.
Precisely for this reason, the vast majority of the public considers the quality of the shopping experience as or more important than the quality of the product or service itself, which clearly reveals that negligence, or even eventual failures, in communication with the public can have fatal consequences for a company.
Therefore, although old strategies of approximation between brand and customer - such as promotions, discounts, among other maneuvers - are still valid, it becomes increasingly noticeable that the customer's decision is no longer based solely on these factors.
We can conclude, therefore, that customer service is the main factor in consolidating the relationship between a company and its public. It is during the service that the consumer chooses, in fact, between approaching the brand and continuing with it or moving away and looking for a competitor that is more in line with their expectations.
To complete, it is also possible to notice the effect of the feedbacks left by consumers on the websites: in the same way that positive evaluations produce good impressions, negative evaluations tend to greatly damage the image of a particular brand in front of the public.
7 types of customer service
There are many types of customer service that can be applied to a company. With the increasing technological advances, new approaches do not stop appearing in the market. Below, we highlight 7 of the most used:
1. Points of sale
One of the most traditional customer service channels is through points of sale. Whether carried out by a salesperson or by a specific attendant at an information booth, this type of service remains important.
After all, when the customer goes to the physical store to resolve an issue in person, the contact takes place directly – which facilitates dialogue, problem solving and a closer relationship between the consumer and the brand.
2. Videoconferencing
Videoconferencing presents itself as a low-cost alternative to face-to-face attendance. This modality ensures that the humanized aspect of the service experience is maintained, since the customer can interact directly with the seller and learn about the product in detail.
At the same time, this type also adds the advantages offered by the technology, since it does not need to travel from one place to another, and can be carried out regardless of where each one is.
3. Telephone
Anyone who thinks that telephone service already belongs to the past is wrong, as it continues to be one of the most used customer service channels, even today.
Many consumers still resort to the phone, with the intention of establishing direct, fast and objective communication with the company to solve their problems without delay – which, unfortunately, is not always the case.
It is therefore important that the company has a specific number for the Customer Service/Ombudsman to optimize this service approach.
4. Email
About half of consumers are believed to prefer to resolve issues via email. In fact, the tool guarantees security and transparency, since the entire progress of the conversation is recorded and can be easily accessed by both parties, in addition to facilitating the sending of personalized offers from the company to the public.
5. Social networks
The power of social networks continues to grow. Counting on more and more integrated tools, these platforms represent very powerful instruments, both as means of dissemination and feedback analysis, and, of course: as service channels.
A good part of consumers, especially the younger ones, prefer these channels – however, here, there is a certain immediacy logic that prevails, since the majority of the public that resorts to service through social networks expects answers and resolutions to come very quickly.
Still in this sense, it is observed that many brands have been interested in occupying virtual spaces such as forums and communities to use the same service channels.
6 Chat
Although few companies use this resource, the chat service is gradually gaining ground, since it is noted that the sport enjoys a certain predilection on the part of younger audiences.
This is due to the fact that direct chat on the site represents a fast, versatile and usual alternative. An interesting point is that this type of customer service can be performed both by real agents and by chatbots.
7. Self-service
If we look at the biggest trends in the current market, we realize that the service automation is among the main ones. With the expansion of artificial intelligence technologies, many companies have been using this resource, especially in the B2B market.
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How to choose the most appropriate online customer service
Okay, now you know the importance of customer service in a business and you know the main types that exist. Just decide which approach to follow, according to the particularities of your business and aligning your resources with the most accurate customer service techniques.
Here, the main thing is to understand that there is no type of customer service that is, invariably, better than this or that other - it's all a matter of analyzing the specific context in which your company is inserted: knowing the profile of your customers. customers, their interests, preferences, their language.
It is necessary to study the profile of your average consumer – for this, a tool of great help can be the definition of personas.
It is also important to understand the tools that your organization has available, in order to assess which approach will be most compatible with your proposal, in order to guarantee agile, efficient and integrated support to the other sectors of your company.
In this sense, the good use of technology is essential to develop and improve your customer service.
Did you like this content about types of customer service? So how about expanding your knowledge on the subject even further? Check out this article we prepared on the mistakes you should avoid in customer service!
