There’s a lot of pressure to provide a great experience each time customers interact with your brand. Businesses are responding by prioritizing the Customer Experience as a competitive differentiator.
Your business needs to consider the full range of your Customers’ Experience: not just the call they make to sales or support, but all the different departments and technologies that your customers interact with to make a sale or resolve an issue.
Here are five ways to deliver exceptional Customer Experience in the digital age:
- Be holistic – Review your current Customer Experience; it doesn’t start and stop with one phone call. It’s important to take a 360-degree view, including chat, social media, direct messages and beyond.
- Respond immediately – To avoid customer frustration with misdirected calls, a unified communications and collaboration system can allow your agents and staff to collaborate on customer issues without leaving the call.
- Consider IoT – Implementing IoT automated responses to certain triggers can prevent problems before they take place. For example, a customer’s air conditioning unit can signal your business when the unit is not running properly so you can arrange a tech visit. The customer can respond within their own messaging app.
- Go beyond voice – When you’re looking at your own contact center, make sure you’re not relying too heavily on voice call metrics; factor in responses and workflows via alternative media.
- Push for high availability – Your Customer Experience doesn’t stop when there is a disaster or system malfunction. Push for high availability by keeping a physical or virtual replication of your main contact center server.
Let’s talk about using new technology to boost your Customer Experience. Contact us today at (703) 321-3030 or firstname.lastname@example.org.