Difference b/w Customer Services & Customer Experience and benefits of using YOVO for your business.
What is Customer Service?
Customer Service is the advice/ assistance given by the company to customers before, during and after buying or using its products and services. The main aim of Customer Service is to increase customer satisfaction and build an everlasting and healthy relationship with them.
Customer Service could be helping a customer choose the right product/ service before they make a purchase, assisting them on how to best use the product and ensuring they had a great buying experience.
What is Customer Experience?
Customer Experience (CX) is the product of all interactions and experiences customers have over the course of their relationship with a business. It involves the integration of physical, emotional and psychological processes that occur throughout the customer journey.
Difference B/w Customer Service and Customer Experience:
To put simply, customer service is assisting customers and meeting their needs. It helps to shape the overall customer experience but doesn’t fully define it.
Customer experience (CX) is the overall customer’s perception of a company, a customer’s interactions with a company and a customer’s recollection of that entire process, from start to finish, at all touch points. It is a holistic approach that goes beyond customer service and takes into account the overall customer journey by building long term relationships with customers.
CX is an emotional connection of how the customer perceives your brand and will ultimately decide if they will come back to you or recommend you.
What can be the problem with Customer Experience/ What can create a bad Customer Experience?
Lack of knowledge can be the culprit and can lead to a bad Customer Experience.The key to making the interactions run smoothly and keeping the customer happy is knowledge. For which all customer facing departments should work in conjunction to provide an unparalleled customer experience.
How to Create the Best Customer Experience Strategy?
Try to understand your customers
Create an emotional connection with them
Take the customer feedback in real time (through surveys by emails and calling customers to gain more insightful feedback)
Built a structure for the development of the team
Act upon the customer feedback
Measure the customer satisfaction (simply by asking them to rate the experience or they will recommend the company’s products and services to others)
Benefits of Using Yovo for your Business
Easy Call Handling
With the help of YOVO, call handling becomes easier. By simply clicking the buttons on the computer screens can control the customer calls and functions like answering, hanging up and transferring.
Using YOVO to handle calls and SMS’s can free up the business staff to grow the business dynamically, chasing big contracts and concentrating on all the other aspects of the business.
Improved Interdepartmental Collaboration
With features like call transferring, call recording, multi-party conferencing, call based verification and call analytics businesses can improve company’s overall service offering.
Integrating YOVO in your businesses can enhance the caller experience as well as improve the company’s image.
Elimination of Staffing Issue
One of the ways YOVO can save money is by taking the burden of hiring staff members out of the hands of the business which can save your company time, money and headache.
24/7 Customer Services
We provide 24/7 customer support at a price point that won’t break the bank.
Managing Higher Call Volumes
As a small business, you are presumably in a constant state of growth. With this growth come more customers, which lead to a higher number of calls being placed to your offices. If you are not prepared to manage these calls, phones are left unanswered and customers are left frustrated. This is not how you want to treat your customers. YOVO helps you manage your calls.