Our Guide to White-glove Customer Service: How to Ensure Service Excellence
The boom of digital customer engagement — fueled by the pandemic — has given global corporations an unprecedented opportunity to build brand loyalty via enhanced global customer experiences that increase their global customer retention efforts as they engage in global market expansion, leading to a stronger competitive drive in the global sales market. Due to the global demand for tailored customer experiences (CX) that ensure high-quality customer satisfaction, global business — such as yours — need to provide white-glove customer service to capitalize on such benefits.
We’ll introduce you to white glove customer service, its key advantages, and give you tips to introduce a white glove service strategy that delights global customers and makes long-term global sales success a reality.
What’s White Glove Customer Service?
White-glove service is the “process of rising above customers’ expectations by prioritizing needs, genuinely caring for their satisfaction/success, tailoring their experiences, and solving customer concerns/issues before they become a reality.” To provide exceptional white glove service, it’s necessary to show customer care, attention, and service mindset fervency toward consumers.
Traditionally, white-glove customer service meant an exclusive, premium customer service experience to consumers with a high lifetime value — you’d welcome them to your brick-and-mortar stores while actually wearing white gloves to cater to their every need. Such customers ensured companies had enough revenue to warrant white glove service. Nowadays, white glove customer service expands beyond high lifetime value consumers to all customers — guaranteeing all can enjoy your best service, influencing positive word-of-mouth marketing.
What’re Some Benefits of White-glove Service?
As white-glove service affords go-global businesses like yours the opportunity to offer customers an exceptional experience, let’s quickly look at some key advantages to white glove service (already partially alluded to above):
Reduced Extraneous Costs
Personalized white-glove customer care provides greater cost-savings than traditional support — because, instead of utilizing standard solutions for disgruntled customers that you’ve not personally spent time with to satisfy their frustrations, your global company can get to know individual customers and offer them tailored solutions to their post-sales issues that meet their particular needs and reduce associated costs. An example: offering simple apologies instead of gift cards.
Increased Profits
Cost-savings increase net profit; additionally, individualized customer profiles enable businesses to adapt a needs-based selling approach (i.e. walking airplane aisles with credit-card offers, guaranteeing higher acceptance rates), substituting the traditional approach. According to a 3rd party, by adopting a needs-based sales approach, revenue can increase by 30%+ per company.
Reduced Customer Interactions
Improved prediction of intent and first call resolution — as well as a proactive resolution of consumer issues via customer contact — can significantly decrease average handle time/channel volume, resulting in improved customer interactions, better service efficiency, and higher-level CX, leading to increased customer acquisition/customer retention numbers.
How do You Build a White Glove Service Strategy?
Keeping in mind the above-mentioned advantages to exceptional white glove service, let’s look at some ways your business can introduce such a strategy.
Collect Customer Feedback to Learn how your Business can Improve
Collect feedback from your current customer base, affording an understanding of how well your customers are being treated; your business can understand whether you’re meeting/exceeding customer expectations — as well as where you can improve. Tools — such as net promoter score (NPS) surveys and voice of the customer (VoC) methodologies — encourage better customer service strategy efficiency/success, leading to higher customer retention and customer loyalty.
Personalize CX Throughout the Customer Journey
Implement personalization strategies to increase customers’ felt value — it’s a hallmark of white-glove service; customers will feel every interaction is personal, leading such “special” customers to long-term loyalty. Ways to accomplish this are:
- calling customers by name,
- helping customers succeed,
- tailoring whole experiences to their needs, and
- utilizing tools like personalization software/templates to help you prioritize customers.
Meet Customer Needs with Exactitude & Pragmatism
White glove service is a premium experience that boosts customer delight and eagerness to return to your business; meet this customer expectation by:
- ensuring customer requests are handled efficiently/rapidly,
- speeding up key KPIs such as first call resolution,
- providing an omnichannel service experience,
- automating processes, and
- empowering CSRs to provide quicker service.
Tools to accomplish this include:
- customer service software — such as a global Cloud-based SaaS CRM and Communications platform,
- customer service training templates, and
- script templates for CSRs.
Callnovo’s Customer Service Outsourcing Options — a Viable Means to Enhance White-glove Customer Service
To compliment the above-mentioned white glove advantages and enhance efforts to build stronger long-term global sales success, our very own Callnovo Contact Center — a globally-outsourced 17+ tenure digital customer experience leader — is ready to support you with superb multilingual, omnichannel customer service outsourcing solutions.
Some of our benefits are:
- Cost-savings: from recruitment to brand success, our contact center helps your business save on incurred in-house costs — such as HR expenses, office space rental, and employee salaries — since our pricing is comprehensive/affordable.
- Native Language Support: our own native language customer service ensures you can meet customers’ needs efficiently/rapidly, conforming to cultural expectations, improving customer retention numbers.
- Round-the-Clock Service: our own tailored plans ensure businesses can maximize customers’ satisfaction/CX by continually meeting customers’ needs — without limits.
Conclusion
By introducing a white glove service strategy that enhances your customer support services and fosters greater brand loyalty, your business can find stronger competitive success in the global market. To help you, our very own Callnovo Contact Center offers a comprehensive multilingual, omnichannel customer service solution to help you meet customers’ CX expectations, improving customer retention numbers, fortifying brand reputation/loyalty, and securing global sales success.
