What is 'hypercare' in customer service?

Human beings are animals of habit that do not like change too much, especially if they have to make an effort to adapt to the new situation, according to a study carried out by researchers at Northeastern University in Boston (USA). Taking this into account, what happens if this state of uncertainty is generated by a company with a client? An update, a new product or a promotion can become a critical point due to which the company loses part of its clientele. For this reason, the concept of hypercare emerged , a new approach to customer service that acts as a safety net in turbulent times. You must not forget that, in an increasingly competitive world , customer experience has become the central objective of any company. In fact, 80% of organizations expect to compete primarily based on the customer experience they offer, according to Gartner's Realizing the Benefits of Superior Customer Experience report . This is because consumers seek greater attention from companies. Thus, according to the report What's The ROI Of CX Transformation? According to Forrester, customers are 2.4 times more likely to stay with a brand when their problems are resolved quickly . And, according to Zendesk's CX Trends 2023 report , 72% of customers want immediate customer service.



That is, customer service is evolving towards assistance that is fast, agile and personalized, and this is what the hypercare methodology pursues. However, do you know what it is and when you should implement it? CTA Post What is 'hypercare'? Hypercare is a strategic approach to intensify customer service at crucial or complex moments. Their primary goal is to ensure an exceptional customer experience during these uncertain times. For example, if the person Europe Mobile Number List who runs a company that provides software to a gas station has modified the computer program that manages the fuel dispensers and the appropriate billing management, it will be necessary for the company to offer “hyper-attention” to that customer until have become familiar with the new process. Otherwise, changing the system may cause difficulties in its use and cause the gas station to hire another company. It is, therefore, about providing the consumer with high availability, personalized assistance and a quick response during a specific period of time with the aim of attracting and/or retaining them.







Although the origin of hypercare lies in the field of technology and computer companies, its application can be extended to any other branch of activity. In this sense, for example, if someone has a hearing aid store and decides that they want to offer a hypercare service to new customers, they can do an individualized telephone follow-up during the trial month to resolve any questions or resolve small incidents with the device. . In this way, it is ensured that the consumer knows how to take advantage of all the advantages of the product and does not return it due to a mere lack of knowledge. Hypercare When is 'hypercare' used? It is true that maintaining this maximum attention is not sustainable in the long term, nor can it be developed with a large volume of clients. Therefore, hypercare is used only in specific situations that require exceptional customer service. This includes the first stages of incorporating a new client, focusing the service on answering all their doubts or difficulties with the product or service once they have acquired it or even during the trial period. This is the case, for example, of an owner of an industrial air conditioning company who has created a hypercare program that includes a series of services for 30 days before and 30 days after the start-up date of one of the products.