Contact centers are always looking for ways to supercharge their customer experience and make it stand out from the competition. This can be challenging, but there are several simple things that you can do to really drive your customers in a good way, and ultimately build long-lasting relationships with them that lead to repeat business and referrals. Here are five ways you can supercharge your customer experience and ensure you’re delighting them every time they reach out to you or do business with you.
5 Ways to Supercharge Your Customer Experience:
According to Statista, 70% of customers who have had a bad experience with a company will never use that company again. To help you keep your customers coming back, as the old saying goes, the customer is always right. Even if you’re dealing with many unhappy customers every day, there are still ways you can improve their experience and make your company more efficient in the process!
1.) The Personal Touch is Paramount
If you’re in a customer-facing position, it’s more important than ever to make customers feel as though they’re connecting with a real person. Whether that means picking up the phone and responding directly to customer inquiries, or taking extra steps to ensure your employees are outgoing and sincere while assisting customers at call centers, be sure you’re treating every customer with care and respect.
2.) Using Effective Contact Center Solution
According to recent research from Aberdeen Group, 80% of customers don’t care about a company’s size or longevity—they just want great service. And as we all know, providing excellent service involves more than simply answering calls and emails. Contact centers are essential in today’s fast-paced world.
For decades, service agents have been stuck in backrooms answering phones or on chat. But what if they could work together to provide a single view of their customers and engage them how they want—and when they want? The agent desktop can be used to make your agents more powerful than ever before. Supercharge your customer’s experience by utilizing an agent-centric approach that unites all of your channels into one platform. Your entire organization will benefit from real-time engagement across multiple touchpoints including social media, email, voice, and web self-service applications.
Using the latest in communications technology from Avaya agent desktop, Agent Accelerator by Novelvox helps agents manage more calls and work more efficiently. With easy access to data, quick connection to the desktop, and simplified collaboration with team members, Agent Accelerator makes it easier than ever for agents to provide exceptional customer experiences.
3.) Treat Customers Like People, Not Numbers
Your contact center has to be more than just a customer service line. It’s not enough to just patch customers through to a call center—you have to make them feel like they matter. To get started, try instituting mystery calls (mystery shoppers) where you can listen in on actual customer conversations with your agents, and then analyze and improve upon their performance based on what you hear. If you want to go even further, make sure you’re also surveying customers after interactions with your company: in addition to getting additional insights into how people feel about your brand and offerings, it makes for great listening for when someone new comes on board. After all, nobody knows your business better than your customers.
4.) Improve Agents Response Time
According to a market survey conducted by Markets and Markets, 73% said they were more likely to do business with a company that responded quickly to their questions and issues. When customers reach out to you for help, it’s critical that you provide a speedy response. . If a customer contacts you via multiple channels —for example, by phone and social media—make sure all representatives get omnichannel access so they can take care of any issues quickly and seamlessly. With tools like Avaya Agent Desktop and Agent Accelerator, it’s easier than ever for you to track customer issues in real-time. Whether you need one agent or many agents managing different queries at once, these tools give them everything they need to stay on top of their game—and keep your customers happy.
5.) Answer Questions Quickly And Detailed
Customers prefer to get answers fast, so make sure you’re quick to respond. Customers prefer to get answers fast, so make sure you’re quick to respond. Empower every member of your team with knowledge and tools that help them answer common questions as quickly as possible. If a question comes in at an inconvenient time for one employee, consider putting it out to a queue or assigning it to another person on staff who is available.
Data is the Fuel for Agents:
Supercharge your customers’ and agents’ experience with Agent Accelerator by using data to help agents more quickly address customer needs, reduce wait times, shorten ticket handling time, raise satisfaction rates, and enable self-service capabilities.
More empowered agents mean a better experience for your customers that drives a higher NPS (Net Promoter Score). The increase in service quality is what translates into bottom-line growth in revenue. Learn how Agent Accelerator for Avaya Agent Desktop takes agent communication to a new level, allowing:
- faster access to relevant knowledge;
- improved first contact resolution;
- reduced customer interaction time;
- enhanced analytics visibility;
- improvement of on-boarding/off-boarding processes.
As we’ve seen, customer experience is crucial to your business’s success. It pays to create a culture that places great emphasis on making sure your customers are having an outstanding experience with your brand.
When it comes to managing your brand, no matter what type of organization you work for or how large or small you are, it’s important to get feedback on how people experience your product. And don’t forget: While it’s critical to listen and adapt, remember that sometimes change just isn’t warranted. Getting outside input is crucial when deciding which moves are worth making and which ones aren’t.