Maham Riaz (January 27, 2016)
Gamification is a concept that is based on the application of game techniques like point scoring and competition to motivate and engage participants. The concept is being ardently used by businesses to incentivize employees and customers for enhancing customer service experience. Customer service gamification is significantly helping businesses enhance customer engagement and brand loyalty. It also encourages employees to serve customers in a better way. Moreover, gamification has added a fun element to customer service and has made it more exciting. Here are some key benefits of customer service gamification!
Gamifying your customer service is likely to enhance customer engagement. Instead of using traditional ways of getting customers’ attention, use gamification for engaging customers. Gamification can be effectively used for call to action. Rewards and incentives offered through gamification are likely to keep customers coming back to you thus, earning you brand loyalty. Customers love getting rewards and being appreciated, gamifying your service would make them feel appreciated and motivated. It would result in more delightful customer experiences and hence customers would stick to your brand. Organizations should focus on Customer Service Training Modules to train staff in a way which helps improve customer interactions and engagement.
Another advantage of gamifying your customer service is that you can enlighten customers about your offerings in an informal way. Pitching your products/services through traditional marketing tools take a lot of time to create awareness about the features and utility of your products/services. Gamification motivates your customers to learn more about your products and services, hence it would save you the effort to educate customers about your offerings. It is likely to reduce the product/service related issues for customers and self-learning through gamification would improve your service standards. New products and services promoted through gamification are likely to get a more positive response.
Gamification is likely to become an essential digital business strategy because of its effectiveness. Gamifying your customer service is likely to get you happy and contented customers who would spread positive word about your business in person and on social media. Hence, you are likely to get new customers. A customer who had a delightful experience with you would refer your brand to his/her friends, acquaintances and loved ones. Even if a customer waited for a response or service and got rewarded through gamification he/she is likely to share that experience, recommending your business and products to others.
Gamifying your customer service enhances customer satisfaction levels. Gamification makes your customer service staff more happy and motivated to serve customers. Hence, CSRs are likely to put in all efforts to compete with their teammates in providing a better service experience which will consequently reduce service complaints. Several businesses are gamifying customer support processes to serve customers in a quick and competent way. Hence gamification works both ways, it keeps your workforce more productive and enthusiastic about their jobs and also makes your customers more contented with your service.
Gamification makes customer service fun and rewarding. Customer service staff playing games feel more excited and compelled to help out and serve customers. Similarly, customers feel delighted and motivated to participate in the games and win points. Hence, gamification helps businesses in making customer interactions more fun and engaging. Gamification also helps businesses measure visitors’ page views and other metrics which would further improve the customer service experience.
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