> The quality of the service you offer to your customers is as important as your product or service.

Basic questions to evaluate the different variables that make up Customer Service and to know if they are being effective for a satisfactory Customer Experience.   

#1 - Am I really communicating with my customers? 

Customer Service is not only about responding instantly to the messages that arrive at your Contact Center, but also about being aware of whether the ways in which they do it are the ones they need. In this notewe talk a bit about how to know if the communication channels your business has available are the ones your customers are asking for. Finding the right forms of contact increases customer and user satisfaction in advance.  

#2 - Am I managing my customer service channels correctly? 

Now that you have been able to check if your communication channels are appropriate for your company's customers, it is important not to leave aside to verify if their management is being optimal and efficient. In this sense, at SkyTel we do not cease to emphasize the importance of having the importance of having omnichannel strategies that give cohesion to your message that give cohesion to your message no matter the medium through which you come into contact with your customers and, at the same time, that your channels have an integral and not fragmented management. This is a fundamental part of your customer service.  

It is common to think that the Customer Service area is covered as long as there are people or systems on the other side to talk or follow up on our customers' queries. However, when it comes to Customer Experience, other variables come into play and it becomes more complex to provide a truly satisfactory service to your customers.  

With this in mind, today we bring you five questions that will help you identify if your company's Customer Service is really being optimal and if there is capacity to turn it into a great asset for your business. Let's get started! 

#1 - Am I really communicating with my customers? 

Customer Service is not only about instantly answering the messages that arrive to your Contact Center, but also about being aware of whether the ways in which they do it are the ones they need. In this article, we talk a little about how to know if the communication channels your business has available are the ones your customers are looking for. Finding the right forms of contact increases customer and user satisfaction in advance.  

#2 - Am I managing my customer service channels correctly? 

Now that you have been able to check if your communication channels are appropriate for your company's customers, it is important not to leave aside to verify if their management is being optimal and efficient. In this sense, in SkyTel we emphasize the importance of having omnichannel strategies that give cohesion to your message no matter the means by which you come into contact with your customers and, at the same time, that your channels have a comprehensive and not fragmented management. This is a fundamental part of your customer service.  

#3 - Am I meeting the real needs of my customers? 

Once you have the right channels and the implementation of omnichannel management, you have to ask yourself if they are providing real attention to the needs posed by your customers. Often, from an internal assessment of our weaknesses and threats, we can prepare for known contingencies. However, the customer always offers a new look at that. Therefore, it is of utmost relevance to analyze the queries that arise and anticipate certain events according to anticipate certain events according to your target, which will help you that will help you enhance your Customer Experience strategy.  

#4 - Do I know if my customers are satisfied? 

The best answer to this question can be given to you by your customers and for that it is necessary that you have activated some evaluation on the feedback that your customers give to your customer service. Remember to keep up to date the evaluation of the feedback and the and loyalty evaluation of your customers. These data are key and indispensable to make adjustments to your customer contact strategies.  

#5 - Am I measuring what I should be measuring? 

Every Customer Service area must report on a regular basis. However, are the KPIs of your reports being correct? Knowing what to measure is knowing what to adjust and only this will enhance your customer service strategy to improve your Customer Experience. In this article we give you some tips to elevate your reporting and take it to the next level.  

The way you solve your customers' queries is as important as the quality of your product or service. Taking care of the Customer Experience determines the quality of your company's reputation and how it will be positioned in relation to the competition within the target you want to reach.   

If you want to know more about our services, leave us your contact information here to coordinate an assessment with our specialists.

Remember that to learn more and stay up to date with the latest news from the world of technology and business, you can subscribe to our newsletter by clicking here.