DHL Customer Care: digital touchpoints

Any successful business has several factors that play a significant role in its success. The development of a good product or service, marketing it, and selling it to the right target audience is a few of such factors. Another important factor in ensuring any business’s success is customer support. It is offered to customers during the selling of a product or service and afterwards. 

Providing excellent customer service is required for a business to grow and retain customers. Having great customer support will leave customers satisfied as they feel valued when they reach out to the business and get answers conveniently. According to a research by Zendesk, 75% of customers surveyed will spend more with businesses that give them a good customer experience. 

Having a well-planned customer care service will no doubt help businesses grow by having more loyal customers, good reviews and recurring clients. The following section will highlight the importance of providing good customer care services and the benefit it brings. 

Importance of good customer care service

Offering multiple touchpoints through which customers can reach a business can be beneficial in many different ways, some of them discussed below:

It offers ease and convenience to the customers

Offering multiple types of touchpoints where customers can contact a company provides ease and convenience to them. Some people prefer one mode of communication over the other. When they have multiple options available, they can choose any one of their preferred mediums and contact the company.

Multiple touchpoints show how the business cares about you

When a company offers multiple digital touchpoints for users to contact, it helps show them that the company cares about their convenience. Having multiple touchpoints also brings the customer experience to life, as the users feel valued and special, increasing their satisfaction and loyalty. 

It reiterates that the business is always there to help you

When companies have only one or two contact points, it can be difficult for users to reach out to them. They may not be able to contact a representative even after multiple tries, which may leave them feeling frustrated, which ultimately results in a negative brand experience. Multiple touchpoints ensure that there is some mode through which you will be able to contact a representative and get your questions answered or problems fixed.

It shows the customers that the company adopts an omnichannel strategy

When a business offers multiple touchpoints for contact, it shows that they are using an omnichannel marketing strategy and are, hence, professionals with a strong online presence. Through these touchpoints, customers can get all the latest information about products and services irrespective of which social media platform they use.