papmall® believes the human connection is the silver bullet for business longevity in the technology-driven world.

papmall® on connecting buyers and sellers online

Although AI partially characterizes how today's businesses operate, they strive to keep their customer service experience as humanlike as possible. "Real-world problems require real people." - Mr. Jimmy Lee, CEO of papmall® said.

The pervasiveness of technology has had companies investing in live chat software to ensure fast but not necessarily proper solutions to customer concerns. Technologies like chatbots can not feel the emotions carried through words, occasionally giving forced-and-unbothered sounding responses that are likely to see potential customers walking away.

Lest employees have to drop other inquiries midway to make amends for those computer shortcomings, it is better to encourage employees to respect customers' emotions, take every question seriously, and handle difficult situations with control and competency.

Good customer service experience gives a sense of good quality

Brand loyalty goes beyond points, miles, and sales; it must include emotional connection, such as how customers feel when using a product or service, whether they’ll recommend it to others, and how well a brand’s values resonate with their own.

Patronizing the same brand and spreading positive words is indicative of customer satisfaction. If a brand manages to satisfy customers at the first attempt, it almost always becomes their top choice as they have no motivation to switch.

To them, good customer service can be a sign of good quality. Thus, we may conclude that making customers feel comfortable and safe is the catalyst for any successful business. How to connect buyers and sellers? Effective customer service normally comes down to three attributes:

• Responsiveness

Responsiveness describes the staff's willingness and promptness to deal with customer requests.

For example, papmall®'s customers are buyers and merchants across the globe, so they present on the internet 24 hours a day, seven days a week, with a team large and dedicated enough to receive and answer customer inquiries in the best way possible.

• Reliability

Service reliability is a method of calculating the likelihood that a service will meet performance standards.

Every member of the papmall® team is fluent in English; in fact, they all went through an English interview where they demonstrated the ability to provide seamless international customer service.

Enterprises that boast the best customer service experience build a strong team by investing in training and self-improvement opportunities to help frontline employees secure knowledge, professional expertise, and a razor-sharp understanding of the service they offer.

• Empathy

papmall® greets customers and approaches them in a natural and friendly way that fits the individual situation. They devote time to listening to their customers, show genuine understanding for even the most minor problems, and continuously look for ways to improve their customer support system.

Effective customer service should be available 24/7

Customer service is the backbone of e-commerce companies. “Each customer is taken care of by a Relationship manager and has their contact point to get support as soon as possible." - Mr. Jimmy explained how good ecommerce customer service should work.

A lack of compassion and failure to take customers’ opinions might result in an unsatisfactory service encounter. A service employee's positive traits, such as empathy, and courtesy, can lead to customer satisfaction during service interactions, thereby increasing brand loyalty.

In e-commerce, technology companies emphasize how employees care for others because frontline employees have a direct relationship with customers, owing to the nature of the industry. Since functionality (data analysis, machine learning, etc.) is no longer a competitive weapon, technology companies like papmall® are navigating towards competing on emotional benefits, by streamlining the process customers must follow to get their problems solved.

In 2015, The Answers Corporation discovered that employees who had uplifting and satisfying experiences are willing to make a special effort to provide similar experiences for their customers. Various marketing and consumer studies have also provided evidence for satisfaction-loyalty relationships in the context of customer service strategy.

Happy people bring the best customer service experience

“Automation creates time, but happy employees create customer satisfaction.” - Mr. Jimmy added.

Employee devotion equals brand loyalty. But how does a brand get there? In brief, knowing what customers expect in a service encounter and then capitalizing on that with the help of tech, data, and science to build a personal relationship with each customer.

Technology transition in customer service and customer experience

Conclusion

Technology firms need to go with a long-term strategy to be most effective. For papmall®, it is a diversified and continuously improved product portfolio with competitive fees and transparent terms and conditions. From customer service and customer experience to intelligent applications in business, brand advocacy is all about the people.