Customers need to fulfill a need or receive a solution immediately, consulting information as often as required. If this information is in high demand, it can be provided easily and without human intervention. This is highly valued, generates happy faces, and even likes!

Friends are known in the toughest times, when no one else can assist and they need help the most. Your company's availability genuinely reflects your commitment to serving well. Your support channels should be available 24/7, handled by well-trained humans and/or well-trained virtual assistants.

Don’t ask questions you already know the answers to; instead, bring the information to the moment of contact and show them they are not just another number, but an important person to your company. Addressing them by name and showing empathy creates a great experience.

Your customers come in various ages, behaviors, interests, and preferences. Allow them to choose how they want to initiate contact with your company. Smooth their experience and capture all trends and patterns by customer type. If you don’t, you might close the door before they’ve even had a chance to engage.

If you conduct a detailed analysis and design the service beforehand, you'll know what your customer needs or expects at each touchpoint. Just deliver it. Often, less is more.