What most of us can probably agree on is that we are in a turbulent time with rising electricity prices, increased inflation and a troubled global situation. In poorer times, competition for customers hardens, customer loyalty is put to the test and customer service becomes an even more important part of the customer journey.
As the CEO of one of Sweden's leading customer service companies, I and many others believe that good customer service will become even more crucial for a company's competitiveness and growth. We will also see a clearer focus on existing customers and on developing and nurturing their potential.
Customer service is moving higher up the agenda
Customers have become increasingly mobile and, consequently, good customer service has also become more important for retaining customers as well as being crucial for the perception of your brand. During 2023, customer service will therefore become an even higher priority. As a natural part of this, customer service will move higher up the agenda and take a natural place on the company’s management team.
More data-driven decisions
There has long been talk about the importance of making data-driven decisions. What many people miss is making use of all the data and insights available in customer dialogue. Your customer service department sits on a wealth of facts and knows what your customers are demanding. This can be the key to making the right decisions regarding the development and creation of new and existing services and products.
Increased outsourcing
Did you know that an outsourcing strategy gives you better conditions to handle the demands placed on your company during an economic downturn? Although outsourcing can be an advantageous business strategy in many situations, it becomes a critical one during a recession.
Through outsourcing, business risk is reduced in turbulent times, as fixed costs are converted into variable ones. Working with an outsourcing partner gives companies the opportunity to quickly scale up with trained staff who can handle the increased volume without having to invest in their own resources. Conversely, when a busy period is over, it is just as easy to scale down according to need. The need to invest in recruitment or the purchase of technology is reduced or eliminated entirely when cooperating with a customer service partner.
Joakim Ögren,
VD Responda Group