Greater Together
- Romain Rodriguez (Unlicensed)
The importance of customer service?
Customer expectations have never been higher: we're constantly being compared to the best customer experience they've ever had. They want even faster responses, on the channel of their choice.
According to the annual benchmark "Experience Trends 2020", 54% of customers who say they are loyal to a brand consider the quality of customer service to be of paramount importance.
A study has shown that it takes longer to find a new customer than to keep one.
Exceptional customer service being the best way.
Around 95% of customers with a problem will continue to work with us if we resolve their issue quickly and efficiently.
But delivering this kind of customer experience isn't effortless!
To deliver exceptional customer service, you have to consider that one dissatisfied customer can affect 8 other customers about their bad experience. A single dissatisfied customer can influence 82 other customers.
What's more, only 4% of our customers complain, and for every problem there are 26 others of which we are unaware, 6 of which are serious enough to cause dissatisfaction.
Who are we ?
We're often defined as saviors, psychologists, accountants, Goddesses/Gods to some, but we're all just experts!
Yeah, we hate it when people call us Agent.
We're the front line in helping customers effectively and efficiently use not only our Wavy app, but also our other offerings.
The main goal is to make our customers happy and comfortable using Wavy.
Delivering an unimaginable customer experience, that's our goal!
Yeah! It sounds crazy, but we can do it!
Our organization in our department
