Why customer support is key to retention in the Channel
According to research by Gartner, most of today’s organisations (two thirds) are competing on the basis of customer experience, with 81% expecting to compete mostly or completely on this basis within the next two years.
In such a customer-centric time as 2019, the term has become a core focus for business leaders, with customers truly holding the power in today’s business-consumer relationships. But how does this affect the channel and what actions can be taken to move with this increasingly customer centric business landscape?
Adapt and adopt
With increasing pressure on operations and customer service teams, Gamma wanted to incentivise and encourage teams to take pride in going above and beyond for their customers, offering the best possible customer service.
Launching a “Top of the Ops” initiative, whereby each month the team nominates a fellow colleague for outstanding customer service based on feedback, Gamma wanted to highlight and reward those who adopt and adapt to increasing demand for exceptional customer experience, driving this as a key culture that starts with Gamma’s ‘shop window’, those at the forefront of the business.
Customer experience is about bringing the human element back in a world where tech could easily have an adverse effect on business-customer relations.
To help customers feel valued, and offer the best possible customer experience, Gamma’s support lines offer an escalation path from experienced Team Leaders, all the way up to the CEO, so our customers can reach whichever level of support they feel they need at any given point.