Challenges of change
Rolling out a new service or product to all, or a significant portion of, your customers can be challenging. However despite the collective headaches that it can cause, most organisations realise that it is often necessity to do so in order to stay competitive.
It’s not enough to just have a great new product or service, a solid roll out strategy is essential to ensure a successful launch and as part of that strategy a well prepared customer service support structure is usually required. A huge part of this is understanding the shift that customers may experience, what impacts this will have and how to deal with it.
Customers expect great support as standard and anything less can not only damage the new product or service but can impact the overall brand itself.
According to the RightNow Customer Experience Impact Report, 89% of customers stopped doing business with companies because of poor customer service. With social media so prevalent these days, negative comments about a product or service can in worst cases become viral and a company’s reputation can take a big hit.
What’s the best way to support a new launch?
Successful launches require highly trained and knowledgeable customer support teams. Change is hardly ever greeted with open arms, however, well supported change is easier to accept. Ensure your new product or service introduction runs smoothly by providing multiple support channels, even consider the use of a dedicated support line.
Regardless of how much effort you put into your initial launch communications, the easier and often preferred option for customers is to talk to someone as and when they are ready.
A dedicated support service, manned by trained and knowledgeable support agents is one of the best ways of assuring your customers during these adjustment periods.
To outsource or not to outsource
Of course dedicating staff to a particular initiative is not always an option. While using a third party is a great way to ensure general customer service levels are not impacted, outsourcing can have its drawbacks. Bringing third parties up to speed on the specific nuances of your industry and solutions can prove challenging. So how do you solve this? Work with a provider who is familiar with your industry.
Did you know that It takes 12 positive experiences to make up for one unresolved negative experience! Make sure your customers’ transition to new products or services results in positive interactions with your organisation.
Sysnet’s Merchant Contact Services is a scalable, on-demand customer contact service that enables acquiring organisations to respond to market conditions while also proactively engaging with customers through their customers preferred channels; phone, web-chat, email, SMS and social media.
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