Customer Service

Let us recall the example of a large company that produces and supplies energy resources. A low level of customer support, in particular, low target indicators, allows the company to save on customer support. Due to the fact that it actually occupies a monopoly position, this does not affect its market position in its field.

After all, its consumers have practically nowhere else to turn due to the lack of competition (alternatives), so the company (unlike its customers) does not see the point in spending extra money on support services. Although this would significantly increase customer satisfaction.

Another example is an online store with non-unique products and an average market price, which can be found on an online service for choosing products and comparing prices. If this online store does not promptly process a missed call or email request, the client will turn to its competitor and (most likely) will not return.

Another example: a gas station in England, where the hotline does not work from 5 p.m. on Friday to 9 a.m. on Monday, but there is still an opportunity to contact for urgent questions, in particular when it comes to financial transactions. However, when other issues need to be resolved, customers must wait until Monday. This indicates a deliberate decision of the company, but it is difficult to determine how effective it is.

In addition, it used to be possible to call Booking.com with any question. The client contacted the operator quite quickly, taking his time to resolve his request. However, after the start of the COVID-19 pandemic, it became possible to call only if there was an active reservation, when it was necessary to enter a number and PIN code, or to write a letter and wait for a response.

Obviously, this indicates that due to the corona crisis in the hotel business, the number of employees of the support department has been reduced. And although such a change was not entirely pleasant for customers, they continue to use this service because it is convenient and there is no other alternative.

And to avoid such situations, companies should be open about their expectations and requirements for the quality of work. And contact centers should first of all help companies to specifically formulate such goals, convey the value, importance and impact of their own services. At the same time, call center teams need to be honest about their capabilities and the resources they need to perform at a high level. This will help to avoid the repetition of similar situations in the future and will make the company responsible for its actions.

That is why call centers, which act as the voice of the company and its first contact with customers, play a major role in this. These specialized teams must be able to work with details, be attentive to the needs of each client, and provide high quality service at every stage of the interaction.

We Improve Your Customer Experience and Brand Reputation

We, as a team of the A.R.C.E. contact center, believe that the source of the problem should always be sought, and not the symptoms treated. After all, it is very easy to assume that you understand what the problem is and try to get rid of unpleasant manifestations. It will even help for a while. But it is important to remember: you can deal with the problem only if you fight with the root cause.

A.R.C.E. provide multichannel customer support in 18 languages and supply a full communication cycle with clients of business, inspired by the highest quality standards of the global corporations.
We use innovative technologies to provide a unique customer experience as efficiently as possible and offer competitive pricing for its services to meet the needs of its customers. Our team cares about the company’s customers throughout the entire process of interaction with them.