The term Customer Care is used to refer to customer support, which today is mistakenly associated with telematic support only.
Literally in fact, this expression translates to “Customer Care,” meaning making the customer the protagonist and object of our attention.
We associate Customer Care with Customer Service, which is the specialized team that assists customers with any of their needs or requirements.
With the technologies we have today, customer care is certainly much more efficient, easier and faster.
Think, for example, of the ability to call a toll-free number, often free of charge, or the chats available on various corporate social networks.
All these small measures create a safer environment for the client, who feels protected and, above all, considered.
However, the human side still turns out to be the element that prevails, or should prevail. In fact, a recorded message on the toll-free number, or the very modern chat bots (which allow to simulate a conversation through a chat), do not offer the same consideration for the customer, the same empathy.
For this reason, it is important that the Customer Care staff is efficient, trained, and why not, even numerous, so that it can offer all customers, indiscriminately, the personalized assistance they deserve and surely desire.
Today there is nothing but talk about anything else:
- Customer Satisfaction
- Customer Journey (daily activities dedicated to the customer)
- Customer Retention (ability to retain, keep a customer).
In short, we have realized that the Customer, that is, the customer, must be the focus if we want our companies to continue to grow.
We can say that “the customer at the center,” besides being an excellent philosophical cue, is the mantra of a real business strategy: the so-called Customer Experience.