{"id":1746,"date":"2021-10-04T20:48:00","date_gmt":"2023-09-04T20:48:42","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=1746"},"modified":"2023-11-01T12:57:44","modified_gmt":"2023-11-01T12:57:44","slug":"customer-service-principles-uae","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/eu\/blog\/customer-service-principles-uae\/","title":{"rendered":"Middle East: Customer Service Principles Every Business Needs to Know"},"content":{"rendered":"\n

How can you help your customer services team meet rising customer expectations? Here are seven customer service principles to help you level up your help desk operations. <\/i><\/p>\n\n\n\n

After almost a year of social and economic disruption, we published the 4th State of Service report<\/a>. So what was the top customer service trend? Changing customer service expectations and the new strategies they demand.<\/p>\n\n\n\n

Even before the pandemic, customer expectations were rising. But what began as a gradual shift towards personalisation has greatly accelerated. Customer experience is now the competitive differentiator.<\/p>\n\n\n\n

That\u2019s why service support has inverted from an obligatory cost centre to a deeply strategic investment. The goal is to build lifelong customer trust and drive sustainable growth.<\/p>\n\n\n\n

The message for growing businesses in the Middle East is clear. You need to give your employees tools to deliver intelligent, connected customer experiences at scale. In fact, 89% of service decision-makers in the UAE<\/a> say they’ve invested in new service technology since the pandemic to help meet this goal.<\/p>\n\n\n\n

To help you support a customer-led service culture, we’ve put together seven customer service principles every growing business needs to know.<\/p>\n\n\n\n

1. Customer service is a team effort<\/b><\/h2>\n\n\n\n

Customer service is a team sport. The agents on the winning teams can see every historical customer interaction, so the next one is always better than the last.<\/p>\n\n\n\n

Left alone, siloed service agents will struggle to deliver the level of personalisation and contextual awareness expected of them. And if you’re leaving a sole individual to handle all service duties, customer satisfaction rates will likely plummet.<\/p>\n\n\n\n

With a single 360-degree view of the customer<\/a>, employees can access the insights they need to deliver personalised customer experiences. This takes the pressure off smaller service teams and increases the likelihood that every customer will receive a fast, satisfactory outcome. <\/p>\n\n\n\n

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77% of service teams in the UAE have brought in employees from other departments to work in service and support roles.<\/span><\/h2>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\tState of Service by Country | Salesforce Research<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
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2. Create a customer feedback repository<\/b><\/h2>\n\n\n\n

In the UAE, 78% of service agents can remotely access all the data<\/a> and information they need. It’s an encouraging number, but truly connected services require everyone to pool customer knowledge in one place.<\/p>\n\n\n\n

The more you learn about your customers, the better you’ll be able to understand what they expect from you. And through this knowledge, you’ll be able to deliver experiences that nurture lifelong loyalty and trust.<\/p>\n\n\n\n

Better yet, a continuous feed of up-to-date customer insight can even help you automate routine service tasks and inform chatbot scripts. And with the time saved, your agents can focus on more complex cases.<\/p>\n\n\n\n

3. Remember the human touch<\/b><\/h2>\n\n\n\n

Of all the customer service principles in this blog, this is one you really won’t want to forget. Knowing how to identify when a customer needs the human touch can make the difference between loyalty and desertion. <\/p>\n\n\n\n

Automated chatbots and self-service portals<\/a> can help give customers the answers they need when they need them. However, they’re not always appropriate. <\/p>\n\n\n\n

If your customers are frustrated or need help with a complex issue, they’ll likely appreciate the human touch. But remember, 82% of customers expect complex problems to be solved by talking to a single agent<\/a>. So make sure everyone has the insights they need to get it right the first time. <\/p>\n\n\n\n

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65% of service teams in the UAE track the first contact resolution rate as a KPI.<\/span><\/span><\/h2>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\tState of Service by Country | Salesforce Research<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
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Who is getting customer service right?<\/b><\/h2>\n\n\n\n

Umrahme<\/a>, a division of Holidayme, is an online travel agency specialising in B2B and B2C travel packages for pilgrims. <\/p>\n\n\n\n

The agency helps millions of pilgrims make the sacred journey to Mecca each year. It\u2019s one of the fastest-growing businesses providing Umrah-related products.<\/p>\n\n\n\n

But managing millions of bookings relies on:<\/p>\n\n\n\n