In a day and age where money is tight and demands are high, the quality of a service or product that comes out of any corporate identity is absolutely vital. That's not to say it hasn't always been important, but the increasing demands of cash stricken consumers and the rapidly increasing number of ways in which these consumers kick up a stink about a perceived failure of value from a product or service has meant that the power that these people possess is something that corporates all around the globe have a) never faced before, and b) cannot compete with.
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Nowadays this way of approaching business is very wrong. Social media has come along given the customer a massive global megaphone with which they can very publicly voice and air their opinions, grievances and troubles. Companies have learned this, admittedly some a lot slower than others, and are busy trying to combat it. After all, the customers now have their voice back and are 'right' again, and there is nothing the corporations, that enjoyed so many years of being able to sweep gripes and complaints under the carpet, can do about it.
Companies now have no option but to provide service at a level which will guarantee that customers and consumers alike are happy with their dealings with the said company. Naturally, ensuring this level of quality does come at a cost, but the ramifications of not ensuring the quality of service and product can come at a cost that goes well above a monetary value, so is it worth it? Of course it is.
This guest blog was written by Steven Sodderly, a business advisor and quality specialist on behalf of British Assessment.