You could have an amazing product or service, but that alone does not result in happier customers. If your business deals with a large number of customers on a regular basis, you must be aware of the importance of customer service. If your customers don’t get your support, they will simply choose your competitors. Improving customer service with innovative customer service ideas is the ultimate need of the hour – and can’t be ignored any longer!

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Why Customer Service Matters: Importance of Innovation in Customer Service

The most important reason for improving customer service is reputation. Your company’s brand image and reputation depends on the way your customer service agents deal with customers on a regular basis.

89% of consumers stop doing business with a company after experiencing poor customer service, according to the RightNow Customer Experience Impact Report

Customer expectations have increased dramatically in the modern digital era with the widespread adoption of innovative technologies. If you don’t adapt your business to the changing needs of your customer, you could be losing out on a really great opportunity to make your customers even happier.

Not just that, improving customer service can save you money! In fact, companies lose more than $62 billion due to poor customer service, according to NewVoiceMedia.

Unique Customer Service Ideas to Improve Customer Service

Businesses often want to differentiate themselves from their competitors by doing something unique. When brands do something unique that surprises customers, it makes them come back for better experiences. Innovative ideas are effective and they work, which is why they are so powerful.

Here, we share some unique customer service ideas you’ve probably never heard of and should definitely try out:

• Improve Customer Service with Chatbots

Chatbots will save over $8 billion annually by 2022, up from $20 million in 2017, according to Juniper Research.

“40% customers don’t care who answered their query — an agent or a bot – as long as it was resolved.” – HubSpot

• Offer a Self ServiceChannel

45 percent of companies offering web or mobile self-service reported an increase in site traffic and reduced phone inquiries.” – CRM Magazine

• Randomly Call a Customer and Create a WoW Customer Moment
• Create Content that Destroys Itself After Some Time to Create Demand
• Catch a Customer in a Happy Moment and Share it on Social Media
• Mail a Handwritten Message via Post to Thank your Customer
• Give Incentives to Customers when They Engage with You on Social Media
• Create a Customer Service ‘Hall of Fame’ with Your Best Customer Testimonials
• Create a Catchy Team Motto and Stick to it
• Ask Each Team Member to Do One Thing to Improve Customer Service besides their Everyday Routine
• Follow Up on Each Customer Query and Ask whether it has been Resolved
• Even if a Customer Feedback Sounds Crazy, Do it Anyway
• Create a Facebook Group of your Most Loyal Customers and Engage them
• Let a Team Member Be a Customer for a Single Day, and Gather Their Feedback
• Always Smile when Talking to a Customer

Innovative Ideas to Improve Customer Service Experience

Your customers don’t just talk to customer service, they experience it. And, customers today are beginning to feel that brands just don’t care about them anymore.

According to Kampyle, 87% of customers think brands need to put more effort into providing a more consistent experience.

This is why customer service teams should focus on delivering a good overall customer service experience. Here are some innovative ideas to improve customer service experience:

• Know Your Customer and How to Solve Their Problem
• Foster a Customer-Centric Culture
• Assign One Customer Service Representative to a Single Customer / Account

“Over 35% of customers expect to be able to contact the same customer service representative on any channel.” – Zendesk

• Make it Easier for Customers to Engage with your Business

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Customer engagement leads to customer retention. Research by Rosetta Consulting found that engaged customers are five times more likely to buy only from the same brand in the future.

• Make it Easier for Customers to Switch Channels During Customer Service

“15 years ago, the average consumer typically used two touch-points when buying an item and only 7% regularly used more than four. Today consumers use an average of almost six touch points, with 50% regularly using more than four.” – Marketing Week

“Omnichannel shoppers have a 30% higher lifetime value than those who shop using only one channel.” – Google

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“61% of customers have not been able to easily switch from one channel to another when interacting with customer service.” – Aspect

• Create a Customer Service Strategy
• • Be Available 24 Hours a Day, 7 Days of the Week
  • Automate 20% of All Customer Service Queries 80% of the Time
  • Aim to Please your Customers
  • Provide Quick Responses

  “82% say that getting their issue resolved quickly is the number 1 factor to a great customer experience.” – LivePerson

  “33% of consumers would recommend a brand that provides a quick but ineffective response.” – Nielsen-McKinsey

  “75% of online customers expect help within 5 minutes.” – Mckinsey

  • If a Particular Query is Never Resolved in the First Interaction, Find Out Why and Fix it
  • Have a Dedicated Knowledge basewith Frequently Asked Questions
  • Use the Power of Artificial Intelligence to Improve Customer Experience with Real-Time Intelligent Insights

  Ideas to Improve Customer Service in the Workplace

  Apart from investing in new technology and coming up with creative ideas for customer service improvement, businesses can improve customer service in the workplace and customer service team as well. Here are some ideas to improve customer service in your workplace:

  • Consider Customer Service Training for your Customer Service Agents
  • Create a Customer Service Vision that Defines your Ideal Customer Service Experience

• Improve Customer Service Processes to Result in Maximum Efficiency
• Create a Team Culture that Focuses on Building Relationships with Customers
• Create Brand Advocates Out of your Employees with a Strong Brand Image

• Invest in Innovative Customer Service Technology to Power Up Your Engagements

“Organizations on average, use 35 different data gathering systems with little to no integration.” – Forbes Insights and Sitecore

Best Idea for Improving Customer Service

Many experts argue that using chatbots for customer service automation is the best idea for improving customer service. Although automation works great for efficiency, it necessary would not result in happier customers.

An interesting research by Stella Service discovered that automated systems put customers on hold 1 minute longer than real people.

The best idea for improving customer service is not automation, rather it is complete personalization! Surprised? You shouldn’t be. Your customer doesn’t want to be another statistic lost in your system – they want your undivided personal attention.

If personalizing every customer response seems like an impossible task, try using email templates and personalize them to fit the customer’s description.

Customer Service Innovation Examples

Here are some innovative customer service examples to inspire you to do more with your customer service team:

• When Lily Robinson, a 3 year old, asked UK-based Grocery Store Sainsbury’s why their Tiger Bread was named ‘Tiger’ and not ‘Giraffe’, Sainsbury’s renamed the bread to ‘Giraffe Bread’

• A Zappos employee set a world record for the longest customer service call that lasted 10 hours and 29 minutes!
• MasterCard launched the “Priceless Surprises” following the success of their “Priceless” advertisements, where they would connect with users via social media and surprise them with gifts, celebrity dates, and more!
• With the release of Kindle Fire HDX, Amazon offered live video chat tech support to resolve customer queries within seconds. Notably, Amazon strives to become “the most customer-centric company on earth.”
• To better engage customers, Starbucks gave away a free Cafe Latte to everyone who interacted with the staff and introduced themselves by name. They ended up giving away in excess of 350,000 free lattes!
• Wufoo, an online form builder, send personal hand-written ‘thank you’ notes to customers who helped build contact forms on their site.

Innovative Customer Service Solution

Although innovative customer service ideas would definitely add some spice and pump up your customer engagements, imagine if you had an innovative customer service platform that has everything you need to create happier customers? Ameyo’s Contact Center Solution for Customer Service powered by technological innovation is your answer to delivering an awe-inspiring customer service experience!

Theme parks, visitor attractions, museums and so on are in the business of creating extraordinary experiences – and technology has a role in delivering them. But what’s driving innovation in the show control industry? Ian McMurray finds out.

Here’s an interesting thing. Google ‘What drives innovation?’ There are, it seems, a number of factors. Risk-taking. Failure. Diversity. Competition. Inspiration. It takes a while before you come across the suggestion that customer needs drive innovation. That’s always been a conundrum in the technology industry: do we want things before manufacturers create them for us – or is it only when we see the new, bright, shiny object that we realise we want it?

“For Alcorn McBride, it is 100% customer-driven,” according to the company’s director of sales, Scott Harkless. “We make it a high priority to stay current on the latest technologies so that we can include them in the solutions our customers ask for, but our customers drive our development path. Sometimes they directly communicate their needs and other times we realise the needs by observing how they use our systems in real-world applications. Either way, the inspiration comes from them.”

Tobias Stumpfl, commercial director at AV Stumpfl, agrees. “Show control is definitely a market which is driven by visionary customers and a strong aim for reproduction of successful applications,” he says. “Technology development is based on market requirements.”

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“The starting point of a project is the request of a customer,” echoes Henry Corrado, founder of Tejix. “Creative people turn it into an attraction concept. While we communicate with clients and artistic directors about new technologies, a show only based on new technology is unlikely to have a long life expectancy.”

What’s possible?

And there’s the conundrum – the ‘chicken or egg’ question. Customers may know what they’d like to achieve for their show – but that requirement almost certainly needs to be bounded by an appreciation of what’s possible. As such, it’s a valuable service that manufacturers and integrators can provide – to ensure their customers are kept updated.

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There is also little doubt that innovations in shows can be driven from ‘the other end’: a customer sees what’s possible, and that shapes the requirement. Fredrik Svahnberg, general manager, project sales division at Dataton, describes a real-world case.

“I think that innovation is driven by creative pioneers,” he says, “although manufacturers and integrators are both fast and proficient at adapting existing technology or possibilities, and providing the solutions. Take projection mapping for instance: at some point, someone had an idea, grabbed a bunch of projectors, and started testing. Years later, the technology is all in place and projection mapping is mainstream. It’s a symbiosis, but you need those pioneers who see the potential before anyone else.”

There is, of course, no right or wrong answer: the reality lies somewhere between the two.

“It’s is a mix of both, actually,” believes Alex Carru, CEO of Medialon. “Designers are very creative and often ask ‘Can you achieve this, or this?’ – but, as a manufacturer, we always come up with new technologies and ideas that we propose to creative people. They will just keep it in mind and one day they’ll have a project where they will use it.”

As Steve Jobs said: “It’s hard for customers to tell you what they want when they’ve never seen anything remotely like it.”

Prosaic reality

It’s not just about the desire of visitor attractions, for example, to create new and exciting experiences – nor about the ability of manufacturers and integrators to innovate. The reality can be more prosaic – such as when new technologies become sufficiently established and reliable that they become affordable and attractive to new classes of customer.

“You no longer have to be a major theme park to control aspects such as lighting on a park-wide basis,” points out David Willrich, managing director of DJ Willrich, “as developments in all aspects of lighting control and the ability to network in a more reliable and cost-effective way have opened up many more opportunities within displays and attractions.

“Without doubt, show control costs have dropped significantly over the years, particularly as show control has become less dependent on custom equipment and more dependent on computers running proprietary show control software,” he goes on. “This means that there is a greater use of show control in general, particularly in museums where more can be done in terms of general programming to improve overall visitor flow and experience, rather than leaving everything to local triggers such as PIR detectors. Lighting and sound can be programmed in a much more sympathetic and exciting way to deliver more immersive and informative experiences.”

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Carru sees a similar evolution. “In museums and, to a lesser extent, in theme parks also, we see the show control system being connected to RFID for mass customisation and collecting data to provide information about the way visitors are acting and responding, which exhibits are successful and so on,” he says. “Increasingly, it’s being connected to the ticketing system and to sensors to organise the flow of visitors, and it’s being interfaced with the museum website where visitors can customise their experience. The show control system is becoming a kind of meta controller aiming at making the visitor experience better. ‘Everything over IP’ is enabling this.”

www.alcorn.com
www.avstumpfl.com
www.medialon.com
www.djwillrich.com