How Small Businesses Can Deliver Great Customer Experience

Stijn Hendrikse
Stijn Hendrikse
15 September 2014 Business Insights

Customer Experience

A lot of small businesses struggle to keep up with customer phone calls. When you have limited staff and resources, it’s hard to be available to customers when they need you.

But make no mistake. Consumers today demand a great customer experience. And when they don’t get it, they’re increasingly vocal about it — sharing their discontent on Facebook, Twitter and other social networks.

According to two different surveys, consumers are increasingly frustrated by the service they receive. U.S. companies have failed to “meaningfully improve customer satisfaction,” according to a survey last year by Accenture. The survey found:Deliver-great-experience

  • 91 percent of respondents felt frustrated when they had to contact a company multiple times to resolve the same issue.
  • 90 percent were irked by being placed on hold for a long time.
  • 89 percent were exasperated by having to repeat their concern to multiple service reps.

A Dimensional Research survey from 2013 revealed similar findings, adding that 58 percent of respondents were more likely to share customer service experiences today via social media and online reviews than five years ago. Of that survey’s respondents, 100 percent who earned upwards of $150,000 per year — those with the means, theoretically, to spend the most money — said they shared their bad customer service interactions with others, primarily through social media.

The trend is that, “good customer service” is qualified as any customer service at all. This is a bad trend for consumers, but luckily it opens up a door for small businesses. With large businesses opting for call centers over seas, robotic call centers, or just not picking up at all, small businesses have the option to turn that trend around and leverage great customer service by simply picking up the phone.

MightyCall is working to make it easier for small businesses to deliver an excellent customer experience. We envision a world where small businesses without the customer service representatives can still provide excellent customer experience by using a workforce that’s available across the world at any time. With our “agent as a service” offering in the making, we’re building the cloud contact center of the future.

The service will allow you to have any or all calls answered by our network of agents. We’ll be leveraging the global freelance economy that is thriving thanks to the Internet. There are experienced, smart people around the world who could help your small business look big. They can answer your customer calls 24/7, helping out with everything from taking simple messages to providing specialized services based on their experience and expertise. Small businesses can use the service as much, or as little, as needed.

I’ll share more details about our agent as a service offering in the future. In the meantime, you can get more ideas about delivering excellent customer service by reading “Customers Going Away? Learn How to Stop It” and “How Small Businesses Can Offer Proactive Customer Service.”

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