According to the latest research, 8 in 10 consumers want more human interaction from businesses, yet 64% believe companies have lost touch with the human element of the Customer Experience, especially as they add more technology into the mix.
Here’s some practical advice on how you can humanize the Customer Experience in your business…
- Create an engaged workforce by investing in more self-serve and automation options for customer service. By using chatbots, for example, to answer routine questions, customers can resolve issues on their own more quickly. Employees are then free to focus on the more unique and challenging customer interactions where their performance can add real value to the relationship.
- Empower your workforce. Frontline employees know first-hand what irks your customers. Yet, many companies fail to tap this vital source of business intelligence. One way to fix this problem is to empower employees to suggest process improvements. As they become more invested in making customers happy, they’ll become more engaged and welcome opportunities to use their skills and creativity to solve problems and stretch further.
- Provide tools that help employees succeed. Contact center agents usually bear the brunt of customer ire. And they get hit with a double whammy: Agents who can’t solve a customer issue on the first call find themselves on the wrong foot with the customer and their supervisor. To change this situation, an agent can deliver a more personalized and human interaction when CRM data is integrated with the communications solution.
- Make collaboration easy by reorganizing the workplace to enable employees to collaborate on demand. They’ll not only be more productive, they’ll have the tools to build stronger internal working relationships with each other and with remote colleagues. Tools like web chat or video conferencing make the distance between home and office disappear.
- Invest in training by incorporating tools such as personalization and self-service into internal portals and dashboards. Making it easy to access knowledge bases and subject matter experts will improve employees’ interactions with clients.
When employees are happy and engaged, they bring that outlook to every client conversation. Companies that focus on the employee experience first will deliver a stellar Customer Experience every time.
Let’s talk about next steps to improve your Customer Experience. Contact us today at (703) 321-3030 or firstname.lastname@example.org.