First contact with the client: how to do it and see results?
The first contact with the customer or initial contact represents the beginning of the commercial relationship between the consumer and the company. It is one of the most challenging interactions and its outcome influences the entire customer experience, since the first impression, in addition to being unrepeatable, is long-lasting.
According to Zendesk’s CX Trends 2023 report , more than half of customers leave for a competitor after just one negative experience . So understanding how to make that first contact with a customer requires taking that interaction for what it is: one of the most momentous moments of truth in customer service .
If you want to learn how to treat mexico phone number lookup your customers in a special way and offer an exceptional experience from the initial contact, you have come to the right place.
Summary
Touchpoints: The concept of “touchpoint” refers to any interaction between the customer and the company through communication channels with a defined purpose. The first contact with the customer is crucial and can have a significant impact on the relationship.
Communication Channels: Communication channels such as social media, websites, live chat, email, and phone communication are critical to customer satisfaction. Omnichannel, which integrates these channels, improves customer experience and facilitates smoother conversations.
Types of initial contact: Contact with the customer can be in sales, seeking to close a business deal; or in customer service, focused on understanding the consumer's needs. Both types of contact are important and interrelated, since customer service can influence the purchase decision, and in sales, questions may arise that require attention.