03 Mar Do You Provide Excellent Customer Service to Your Incentive Program Members?
Do You Provide Excellent Customer Service to Your Incentive Program Members?
We’re all familiar with the concept of customer service. And we’ve all been on the short end of the stick when attempting to get issues resolved as customers. Most of us, it’s safe to say, probably can recall the negative customer experiences more easily than the positive ones.
In fact, most people would likely agree that, for some time now, the overall quality of customer service has been trending downward. There’s a very simple reason for that. For a stretch of several decades, customer service simply hasn’t been a priority at many companies. You might even say that a culture of taking customers for granted has evolved within many companies. Or, as an Entrepreneur article put it, “Not everyone is as concerned with customer satisfaction as others are.”
But that’s an attitude that is changing. And fast.
Dinosaurs Go Extinct
The past few years have seen somewhat of a renaissance of corporate cultures recognizing the importance of keeping customers satisfied. Where customer satisfaction was often viewed as the enemy of maximizing profits, more organizations are now embracing the ideal that profits, and even long-term survival, are linked directly to the quality of the customer experience they provide.
Many of today’s most successful companies have built their dominant business models on the bedrock of placing customer satisfaction above all else. It’s a winning formula. As a recent Small Business article noted, “Excellent customer service creates loyal customers for life who are willing to refer your business to friends, family, and colleagues.”
But there are two forces at work here. Many companies are becoming more enlightened about the importance of customer service. And, concurrently, customers as a whole are becoming more insistent about receiving quality customer service — and trigger-ready to walk away from companies that don’t provide it. Consider the following statistics revealed through a global survey conducted by Salesforce:
- Nearly 7 of 10 customers have higher expectations for customer service than ever before
- Half of customers say that most companies are falling short in fulfilling those expectations
- More than half of customers have abandoned a brand in favor of a competitor that provided a superior customer experience (and two-thirds are willing to pay more for a better experience)
Most experts agree that the writing on the wall is quite clear at this point: Companies that fail to evolve their attitudes about the customer service they provide are at risk in today’s more customer-empowered business climate. Long-term, many of those dinosaurs are unlikely to survive.
Customer Service, ChipRewards Style…
When ChipRewards handles customer service we understand that it is more important than ever before. We have to take this especially serious because ChipRewards is in part acting on behalf of your company. That means that ChipRewards customers, and your customers, are not going to be among the more-than-half of all customers that abandon a brand in favor of one providing a better customer experience.
The foundation of the superior customer service we provide is our in-house call center, based in Birmingham, Alabama. The ChipRewards Customer Service Reps are fluent in English and genuinely interested in helping the customers with their problems.
We provide first- and second-level live support for our members through our call center. All calls are logged into our system so that we can track the support volume and issues encountered by our Customer Service Reps, report back to you our support metrics, and survey members on satisfaction.
How effective is our customer support?
We strive to make customer support a “one call – one resolution” system. Stats show that we’re achieving that goal with great success. Currently, more than 90% of customer help requests are resolved during the initial call, with no need to open a ticket or involve the IT team.
We think that’s a pretty good track record and we’re constantly working to improve it.
Not Just Technology
Most ChipRewards customers become our customers because they’re impressed by the technology. They see a state-of-the-art healthcare engagement hub that’s far more capable than anything offered by our competitors. They see health plan and employer solutions that maximize opportunities for keeping employees healthy and productive.
All of those things are important, of course. But we wanted to draw back the curtain and give you a peek at what lies behind, supporting the customers using the technology. Because we believe in the philosophy that so many dinosaur companies have yet refused to accept: It’s not initially acquiring a customer that’s most important. Keeping that customer for the long-term is what really counts.
And that simply doesn’t happen without superior customer service.