Excelling the Delivery of Customer Experience in Today’s Digital Age
Today’s mobile customer is more rational and more informed than ever before. There’s a lot of pressure on delivering a satisfying experience each time customers communicate with your brand regardless of what business you deal in. Businesses are gearing up by prioritizing the customer experience as a competitive differentiator.
According to Forrester, 89 percent of businesses are preparing to compete chiefly on customer experience.
What does it necessitate to stay competitive in today’s digital age? In the past, call center services and web teams have been administered and staffed independently. With the digital element in delivering customer experience, however, we now view these two functions marrying. Your business needs to reflect the full scope of your customers’ experience: not just the call they make to sales or support department, but all the different departments and technologies that your customers associate with to make a sale or resolve an issue.
Follow these seven approaches to master the delivery of satisfying customer experience:
- Be Holistic
Reexamine your prevailing customer experience channel; it doesn’t start and stop with call center company. It’s critical to take a 360-degree view of the entire experience, comprising of chat, social media, and direct communications and beyond. This will furnish you with a more holistic picture of your customer, and how you can expertly assist them in a way that will resonate.
- Respond Promptly
Today’s customers don’t like to spend minutes on being transferred from one agent to another. You need an informed and real-time presence of your agents, to ensure that they are prepared to handle a customer call promptly. To avoid customer disappointment with misdirected calls, consider implementing a consolidated communications and collaboration system to enable your agents to collude on customer concerns without dropping the call.
- Consider IoT
Customer inquiries take a wide variety of form, including automated ones. Executing IoT automated responses to specific triggers can deter problems before they befall. Imagine, for instance, a sensor fitted in your customer’s air conditioning unit that indicates your business when the unit is not working fitly. You can send a notification straight to your customer to schedule a time for an engineer to repair the unit, and your customer can respond conveniently to your notification from within their own texting application. This kind of unified customer experience will speak powerfully to a customer base looking for an immediate response.
- Go Beyond Voice
While voice calls are yet the most applied medium, the total number of voice communications per year has stopped rising. At the same time, social media, self-help data, web chats, SMS, and other digital modes of communicating with businesses have been increasing steadily. When you’re viewing at your own call center, make sure you’re not relying too massively on how your voice calls are working; factor in customer responses and workflows that arise via alternative media.
- Get More Out of Open APIs with Microservices
Most advanced systems leverage open, patterned APIs and microservices to facilitate interoperability and append sophistication to software and customer experience solutions. Consider an IoT device signal: the IoT device transmits an API-based notification to your call center routing system, which can then automate replies or forward that signal to an able agent. Microservices, which are combinations you can fix inside applications using patterned API interfaces, is an easygoing way of redesigning your call center applications’ output. Instead of replicating a service that already exists, such as Google’s two-factor authentication, for instance, by applying a microservice you can incorporate that feature into your call center application.
- Flexible APIs to Bring in Unconventional Media Types
If your business is planning to stay competitive with customer experience, you need to be prepared to respond to the customer communications your business receives systematically, even when those communications are coming in via social media. With the right design, you can build up routing for emails, chat, SMS, and third-party media portals for voice and video, native messaging applications, or social media. With IBT’s open media solutions, for instance, you can build in workflows and communications for all types of media, and combine them straight to your corporate CRM.
- Have Provision for High Availability
Your customer experience delivery doesn’t halt when there is a disaster or system breakdown. If you are relying on only one system, you are risking your customer experience. Push for high availability by having a physical or virtual replication of your chief call center services.
The customer experience is going to become more digital, and to stay competitive; businesses need to engage their customers where they are. By leveraging essential APIs, your business can be more responsive more swiftly than ever before.
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