Customer Experience is defined as a totality of cognitive, affective, sensory, and behavioural consumer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages. Customer experience will overtake price and product as the key brand differentiator.
We (ServeXplus) step in during the crucial critical post-purchase stage by following best practices like valuing customers’ time, having a pleasant attitude like providing empathy to the customer when he/she steps inside the service centre, and then providing knowledgeable and resourceful resources to work on the defective product & process, and take things a step further to exceed rather than just meet expectations.
ServeXplus is a leading customer service centre in India that is committed to providing customers with an exceptional customer experience. With its customer centric culture, quality assurance protocols, and customer experience management tools, ServeXplus is well-positioned to provide customers with a positive experience.
Flexibility, Accessibility, Latency, Truth, Usefulness are the attributes that the millennials base their customer experience. Recent stats have revealed that millennials spend an average of 15 minutes editing every piece of content posted on social media, and 42% of them will double-check information on social media to determine if it’s correct and original.
At ServeXplus we ensure that our partners have the following four important components that are imperative to Customer Experience which are a customer centric culture, well designed and trained touchpoints, ensuring consistent quality and customer satisfaction. The organisation has a team of Service “Ninjas” who are trained to listen to customer feedback and provide customer support.This helps to ensure that customer complaints and inquiries are addressed quickly and effectively. The Service Centre Partners of ServeXplus that are located across the country are also trained to provide and measure the customer experience through tools that are inbuilt in the CRM which is explained in the next para. These centres are also used to identify customer issues, provide solutions, and develop strategies to improve the customer experience.
CRM plays a very important role in Measuring Customer Experience and at ServeXplus we have a perfectly created tool codenamed Suvidha whose purpose was to create something that is totally easy and seamless for our partners to use as this system encompasses all of the different processes a business uses to track, manage and maintain relationships with the customers The CRM has perfect solutions for both Carry In and Onsite Customers with a mobile app for the engineers onsite so that they get hold of the complains in real time. Not to forget the system also has a in-built NPS© capture tool that helps to capture the Customer Score once the call has been closed.
This helps the brand to understand how effective the service delivery has been. The NPS© is a metric that measures how likely customers are to recommend a product or service to others. This data can then be used to inform decisions and develop strategies to improve customer experience. ServeXplus is committed to providing customers with a positive experience. The company strives to ensure that customers are treated as individuals, with their needs and expectations respected and met.
More importantly at ServeXplus we guide our customer teams to focus more on improvements rather than on measurements because this is a ongoing exercise without a finish line. Bill Gates has summed this up very well when he says that “ Your Most Unhappy Customers are your greatest source of learning” . One must constantly learn and adapt and keep improving the Customer Experience as this is the only metric that would put your brand aside from your competitor.