7 links between Customer Experience and Customer Service.

We have written many blogs about customer service and customer experience. In this blog, we describe 8 connections between the 2. What affects what and why:

1. Perception of your customer service:

Customer experience largely determines how your customers perceive your customer service. Both in the process before the contact moment and during and even after. For example, is it easy to reach customer service? That perception can already affect how someone experiences the contact moment. Do you have to put a lot of effort into finding the customer service number, do you have to go through a very unclear selection menu and then stand on hold for 20 minutes? That experience undoubtedly influences the perception of the contact moment.

2. Customer service as an added value in your customer experience:

Good customer service has a positive impact on your customer experience. A pleasant contact moment where you feel you are taken seriously as a customer and where efforts are made to make your experience as pleasant as possible makes you feel good. That positive customer service experience will positively influence your image of the organization, company, institution, web shop or whatever.

3. Customer loyalty:

Both good customer service and good customer experience have a positive impact on customer loyalty. Sort of a 1+1=3. Good customer experience is +1. Good customer service is +1. But if customer service or customer experience is bad then it's equal to a -1 because it doesn't add value but detracts. You get more loyal customers by having both your customer service and customer experience at an equal (high of course) level.

 5/5

What our customers say about our services

As a start-up, we were looking for a scalable solution for our international customer service. We then started a partnership with SpangenbergGroep. In the years that followed, we grew rapidly and SpangenbergGroep ensured that our customer service grew nicely along with us. From a few hundred interactions per month to a few hundred interactions per day across all possible channels. In particular, its flexibility and ability to completely unburden us have enabled us to grow from start-up to multinational.

"Our collaboration has now been running for almost 2 years and I must say it has exceeded my expectations. It is always difficult to convey product content knowledge remotely and this has also forced us to look at our own documentation and training courses. Working together has taught us, at least me, that it is unnecessary and actually undesirable to transfer all knowledge in this way. For instance, we now have comprehensive lists and work instructions, where before we built on the individual knowledge of our own team. Why go it alone when we know more together? In other words, why do it the hard way when it can be done together."

In our peak season, we had to deal with a large increase in customer inquiries. Since we operate in almost all European countries, this was a challenge. We started looking for a partner who could support us in Dutch, Spanish, Italian, German, French and English. In addition, we wanted support on telephony, e-mail, chat and ticketing. In the end, we chose SpangenbergGroep. We have now been working with them for 5 years. In high season we need a lot of staff there and in low season a lot less.

We have our own internal call center where we handle much of our customer service inquiries ourselves. SpangenbergGroup is a flexible shell for us. We have a permanent staff and SpangenbergGroup's team supports us when it's busy. In this way, we avoid a queue for our customers. The employees of SpangenbergGroep carry out almost all tasks, which means that they fully participate as the first line. This gives us the flexibility to be easily accessible even when we are busy.

With our webshop, we wanted to expand into Germany. We ourselves did not have any German-speaking employees who could answer customer service questions. SpangenbergGroup is now helping us with German customer service so that we can simply provide good accessibility for our German customers as well.

4. Brand perception:

Again, something where the 2 go hand in hand. Creating a work experience. The customer experience, like customer service, is an important part of that. You can invest a lot in marketing and creating a certain brand. If your customer experience and your customer service are not seamless with that, they don't add anything in the brand experience. For example, if you want to exude a certain level of luxury and exclusivity as a brand, you can't afford to be unfriendly to customers.

5. Customer experience prevents unnecessary customer contact:

The moment you have aligned your processes with your customer's needs they will be less likely to need to contact you about something that is unclear or incorrect. Unnecessary customer contact is not good for your customer experience so if you can avoid that, it's a win-win.

6. Repair:

A dent in the customer experience such as a complaint, for example, can be repaired by customer service. This can be done by handling an incoming complaint very well and neatly. It can also be done by actively approaching customers the moment there are complaints and offering a solution. In this way, customer service can repair the customer experience in some cases.

7. Knowledge:

Customer service has ongoing contact with customers on a wide variety of topics. This makes it a very valuable source of knowledge in many organizations. Knowledge about what is important to customers but also about which processes and or departments cause the most questions or complaints. Because that has a negative impact on the customer experience, this input could be used to improve the customer experience.

Those were our quick links between customer experience and customer service. There are, of course, several more that could easily be added. Those may come up in a future blog!

About SpangenbergGroup

Just good customer service? We can help you with that! By giving you outsource customer service we provide very good customer service! Worry-free provided with the best customer serive.

With us team Of customer service specialists we create customized solutions. Customized solutions that allow us to fully take care of almost any organization in the field of customer contact!

Interested or questions? Please use this form ->

Customer service marketing: customer service as a marketing tool

12 Apr 2022

Customer service martketing: Customer service as a powerful marketing tool Customer service is not part of the traditional marketing mix. The question is at all in which...

Customer service outsourcing also for low volumes!

15 Mar 2022

Customer service outsourcing also for low volumes! We previously wrote a blog about the benefits of outsourcing customer service (read it here). In...

Customer service outsourcing: The benefits

15 Feb 2022

Customer service outsourcing: The Benefits In this blog on Customer Service Outsourcing: The Benefits, we discuss the benefits of outsourcing customer...