Index hide1 Companies spend up to 10 percent of their gross income developing strategies for customer service.2 Derived from the growing economic speculation caused by social distancing, companies have begun to prioritize aspects such as customer service.3 For companies, generating effective links is essential, since it is through them that brand loyalty is created.
Companies spend up to 10 percent of their gross income developing strategies for customer service.
Within the current context, a growing economic uncertainty has been generated, this caused largely by the current armed conflicts and the crisis generated as a result of the global health crisis, a reason that has forced companies to take measures to improve the relationship with users, integrating various strategies, such as customer servicewith the intention of improving consumer loyalty in the face of the growing crisis.
Derived from the global health crisis, companies have begun to prioritize the way they invest their expenses, due to the growing technological need that forced a large number of companies to improve their technological processes to stay current within the new digital normality.
In addition, companies have begun to be questioned by new work habits and more demanding customers, who prioritize aspects such as sustainability and customer service, this with the intention of having better shopping experiences, with which to generate organic links.
Customer service strategy to create loyalty in times of crisis
OTRS Group points out in its most recent study in which just over 500 international leaders responsible for customer service were interviewed, among 500 international leaders responsible for customer servicethe growing need for this strategy, where it has been pointed out that aspects such as an effective relationship between brands and consumers is essential for the permanence of companies in the current market.
On the other hand, Interius points out that within the current context, companies invest up to 10 percent of their gross income in developing customer service strategies, however, they warn that this figure is not universal and the amount varies according to the sector, the age and the size of the company.
For consumers, it is increasingly important to be able to have better shopping experiences, so better customer service is essential within a new normality characterized by immediacy, an aspect that has forced companies to be multichannel, in addition to expect a quick response.
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