is broader and encompasses all interactions. Customer service agents are more relationship-driven and aim to help ensure customer satisfaction. Customer service teams focus on creating a positive overall experience throughout the customer journey. Great customer service includes assisting customers before, during and after a purchase, as well as addressing nontechnical inquiries such as product recommendations, billing questions or complaints.
For example, a customer service representative might help a customer find the right product, address a delivery concern or handle a return.
Both customer service and effective customer support are critical to building loyalty and reducing customer churn. Successful businesses often integrate the two to provide a comprehensive and satisfying customer experience.
Timely responses are critical in customer support. Quick resolution of issues demonstrates attentiveness and helps maintain customer satisfaction. Implementing systems to monitor response times and set service-level agreements (SLAs) for urgency can streamline support processes. For complex cases, setting clear expectations for resolution time and providing regular updates builds trust and reduces frustration.
For example, a global leader in home appliances used IBM's next-generation virtual assistant technology to reshape their after-sales customer support. After the technology was implemented, the client was able to handle 120,000 conversations per month, with each interaction down to an average of 53 seconds (a 25% reduction in handling time) and only nine messages exchanged, setting a new standard
Job Types: Full-time, Permanent, Fresher
Pay: ₹13,000.00 - ₹16,000.00 per month
Benefits:
Cell phone reimbursement
Work Location: In person
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