FrontLogix | Beyond Customer Care

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Customer Experience

Next-Gen CX

Driving the Next-Gen CX with FrontLogix

1. Omnichannel contact center

Your customers want effortless yet personalized experiences. That type of seamless experience can be delivered only through an omnichannel contact center, and we’ve got you covered!

Although most modern contact centers support a variety of digital channels, many of them lack the ability to provide a non-siloed journey over multiple digital touchpoints. We combine customer insights and data intelligence with technologies such as email, chat, in-app messaging, SMS, and social media into a unified omnichannel experience that reduces customer effort, increases customer satisfaction, and boosts customer loyalty to your brand.

omnichannel contact center

2. Well-trained agents

At FrontLogix, we are fully aware that a large portion of a customer’s experience is determined by who they interact with during their buyer journey. Customers can quickly tell if an agent is well-trained and knowledgeable. Therefore, we thoroughly vet our candidates throughout a 6-stage recruitment process.

We screen all applicants for verbal and written communication skills and seek those with “service” in their voices. Our bilingual agents are trained on proper etiquette, current technology, single-call resolution for inbound and outbound calls, and the specifics of each client’s product or service. Agents are monitored, rated, rewarded, promoted, and released based on their ability to meet or exceed published expectations.

Our company’s culture focuses on helping our clients and employees grow. As our people are our most valuable asset, every agent is provided with the necessary tools and training to deliver next-gen CX. By making our customer service representatives’ jobs more effortless, we reinforce customer trust and improve customer satisfaction with your brand.

3. Managerial attention on every project

Different businesses have different customer requirements. As such, we don’t make customers fit into a box – we think outside the box to meet each customer’s specific needs. No matter the size, every project entrusted to us receives close attention, including direct involvement by senior management.

Our centers around the world vary in size, and individual projects are assigned to the center that best meets client needs.  Narrower applications receive special attention in our smaller centers, and more complex operations benefit from the scale that our large centers provide. Our offshore facilities are able to provide high-quality service at a considerably reduced cost, resulting in greater overall value for our clients.

4. Exceptional client onboarding program

FrontLogix’s management team has extensive experience in contact center outsourcing, and we take pride in our optimized client and team onboarding process. Regularly scheduled status meetings, ongoing contacts by an assigned Аccount Мanager, and prompt resolution of issues all contribute to building a solid partnership with your company. 
With over 15 years of BPO experience under our belts and another 15 years of front- and back-office workforce optimization, our vast industry knowledge gives us a distinct advantage over our competition, allowing us to provide a remarkable customer experience.


Customer experience cx

Customer Experience (CX) and  Next-Generation Businesses

Digital technology is transforming customer experiences in every industry. Technology pioneers have set new standards for CX, not just within their industry but among all businesses – giving rise to experiential competitors. As technology advances, consumers’ expectations are influenced by a much broader pool of prior experiences, extending beyond directly comparable sectors. Markets are being disrupted by digital-first competitors who offer novel services, raising the bar for user-friendliness and personalization. Because of that, today’s consumers expect quick solutions, digital and mobile ease of access, flexibility, and efficiency.

Let’s talk numbers:

For today’s customers, products aren’t the main differentiator anymore – experience is. According to studies, the most important factor in determining whether a customer makes a purchase is the perceived quality of the experience. In addition, a whopping 86% of customers will pay up to 16% more following a good customer experience. Positive experiences can increase CLV and spending by as much as 140%, and happy customers remain loyal to a brand for five years longer than unhappy or indifferent ones.

On the other hand, 96% of customers will respond unfavorably after a single negative interaction, and 32% of all customers will stop doing business with a company they previously loved after a single negative experience. Fully 83% of customers would switch brands due to poor customer service.

Today you’re not just selling a product or service. You’re selling an experience.
So, what does it take to become a next-generation business?

1. Redesigning business processes around CX

According to Gestalt psychologists, people perceive patterns or configurations as a whole, not as a collection of separate parts. This means the customer journey is more than just a sum of individual touchpoints. Focusing on improving specific interactions rather than addressing the customer experience as a journey spanning multiple functions and channels will result in a failure to reap the full benefits of your improvement efforts. Shift your focus to enhancing the full spectrum of CX.

2. Personalize CX with an omnichannel approach

The omnichannel approach increases customer satisfaction and is the most effective approach to client retention. It provides effortless experiences by allowing seamless movement across touchpoints along the customer journey. With omnichannel personalization, you will be able to create personalized customer experiences informed by real-time data gathered from all channels while also eliminating customer frustration caused by repetition

3. Investing in cloud technology

Cloud technology enables businesses to quickly implement new ideas due to its scalability, flexibility, and cost-effectiveness. With SaaS in the cloud, companies don’t have to worry about staffing an in-house IT department or investing in expensive server hardware to host memory-intensive programs. Next-generation businesses can use the cloud to implement new ideas quickly, and with the help of collaboration tools, they can source information to improve their CX.

Top view of multiracial young creative people in modern office. Group of young business people are working together with laptop, tablet, smart phone, notebook. Successful hipster team in coworking. Freelancers.

4. Investing in Intelligent Process Automation (IPA)

Intelligent Process Automation (IPA) is the collection of technologies that work together to manage, automate, and integrate digital processes. IPA will help your business streamline processes, from simple, rules-based task automation to the automation and management of entire business processes.  Intelligent Process Automation (IPA) is the result of combining Robotic Process Automation (RPA) technologies with Artificial Intelligence (AI)

  • Robotic Process Automation (RPA) is a software technology that facilitates the creation, deployment, and management of software robots that mimic human actions when interacting with digital systems and software. It can be used to cut down on time spent on repetitive, menial tasks like rekeying data between software systems.
  • Artificial Intelligence (AI) combines technologies such as Machine Learning, Natural Language Processing (NLP), and Computer Vision. It allows systems to decide by collecting and extracting information and then applying logic to that data.
    • Machine Learning is a process that employs Artificial Intelligence software algorithms to discover patterns in structured, historical data and uses those patterns to make precise predictions on outcomes.
    • Natural Language Processing enables computers to communicate with humans in a language they understand and automates other language-related tasks.
    • Computer Vision technologies allow computers and systems to derive meaningful information from digital images, videos, and other visual inputs. Optical Character Recognition (OCR) and Intelligent Character Recognition (ICR) technologies electronically identify and convert text or printed documents into machine-readable codes for data processing.

Although each of these technologies is effective in its own right, combining them will save time and effort by automating not just individual tasks but the entire process.

5. Accessing new technologies and talent pools through Business Process Outsourcing (BPO)

As new services enter the market, hiring a BPO can help your company gain a competitive advantage and stay ahead of the competition. You can leverage their talent, resources, and technologies by partnering with a BPO provider. This includes equipment, personnel, and knowledge essential to carrying out the operations you are outsourcing. The addition of a BPO partner to your business can help you save money on labor costs, boost profits, and concentrate on what you do best. A once-simple method of cutting costs, BPO has developed into a powerful tool for achieving the company’s goals and objectives.

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Takeaway

Next-generation businesses are experience-focused and customer-driven. The full impact of the next-generation operating model can be realized by operational-improvement efforts directed toward providing a positive customer experience. Both small and large businesses can leverage technologies and talent they may not otherwise have access to by outsourcing with a BPO.

Are you considering outsourcing with a BPO as a part of your next-gen business strategy? Front Logix offers personalized solutions to build stronger customer relationships, increase sales, and improve retention rates.
Here you can read more about the services we offer.

Planning CX

Customer Experience: What to do better

According to Forbes, “Customer experience is today’s business benchmark.”

Ensuring a positive experience with the business at every stage of the customer journey can drive long-term customer satisfaction, retention, brand loyalty, and advocacy. That is why so many businesses place CX at the top of their priorities.

In this article, we dig deeper into what frustrates customers and what to do to improve Customer Experience. But first, let’s cover the basics – what exactly is Customer Experience?

What is CX

Customer Experience (CX) is the sum of all the customer’s perceptions of a brand, gathered throughout every stage of their journey – from the moment they recognize a need until they acquire a service or product to meet it.

It covers the entire life cycle of a customer’s relationship, beginning before a purchase, continuing through active use, and progressing to either a renewal or repeat purchase. Its main focus is on a customer’s feelings towards a brand.

What frustrates customers

To understand how to improve CX, we need to understand what frustrates a prospective buyer.  According to [24]7.ai Report, there is significant discord between the quality of customer experience companies believe they deliver and what customers say they are getting.

We have listed the top seven sources of customer frustration:

1.    A frustrating website

A frustrating navigation experience is a significant pain point of the customer experience. Customers expect to have the opportunity to self-serve through the company’s website. The ability to do so should be easily accessible, from finding information about the services offered to purchase, accessing a live chat, and leaving a review.

2.    Unavailable or inconsistent multichannel support

Customers today use multiple methods of communication and want to interact with a business in the channel of their choice. Not offering more than one support channel is letting your customer down. Furthermore, not all channels provide the same type of support – different types of conversations are better suited to different channels. For example, live chat video support is more appropriate for navigating tricky tech issues than email support.

The only thing more frustrating than single-channel support is inconsistent multichannel support. If the consistency in perceived quality across channels differs, it will result in customer distrust of the brand.

3.    Impersonal interactions

Today’s customers expect personalized interactions.  According to Accenture, 81% of consumers want brands to understand them and know when to approach them and when not to. Moreover, “Almost half – 49% – of people will disregard a brand if it bombards them with ads or if they perceive the advertising to be irrelevant; while more than one-third – 36% – are more likely to buy from a brand that sends them tailored messages.” (Forbes)

4.    Having to repeat themselves

Frustration arises when a customer contacts a brand through multiple siloed channels. It’s unacceptable to expect a customer to provide the same information each time they are transferred between reps.

5.    Low discoverability in self-service support

Customers list the lack of a menu option that covers their issue as one of the top frustration points. They are particularly dissatisfied with a lengthy menu in an Interactive Voice Response system, which forces the customer to go through irrelevant options and doesn’t list the reason they called.

6.    Long hold times

Apart from the reason that people generally don’t like waiting, long hold times reinforce their impression of a poor customer experience and make them feel unappreciated.

7.    Untrained, unauthorized, and robotic customer care representatives

After their self-help options have failed, customers expect to receive a personalized, empathetic solution to their problem when finally reaching a customer care representative. Frustration arises when the agent is unable to respond to the customer’s specific issue and when they are not authorized to help. Untrained and powerless agents are ultimately unhelpful, and unhelpful agents result in unhappy callers.

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How to improve Customer Experience

Since 89% of US consumers are willing to switch to a competitor due to poor customer experience and 42% of international customers stated that they would pay more for a pleasant and friendly experience, it is no surprise that CX is ranked among the top priorities for businesses.

Here are five ways to improve your CX:

1.    Ask for customer feedback and revisit your customer journey map

As mentioned above, there is a large discrepancy between what customers want and what businesses deliver. Although 80% of businesses believe they provide a superior customer experience, only 8% of their customers believe they do. By asking for customer feedback and revisiting your customer journey map, you can identify gaps and a disjointed customer experience.

2.    Examine the customer’s experience from every angle

Since every facet of your business affects the customer’s journey, consider the unique perspective of each of your internal departments. A cross-department commitment to customer centricity is essential to see a complete picture of CX.

3.     Personalize CX with an omnichannel approach

To win customer loyalty and retention, it is crucial that you offer effortless experiences to customers. An omnichannel approach makes this possible by allowing seamless movement across touchpoints along the customer journey. With omnichannel personalization, you will be able to create personalized customer experiences that are informed by real-time data gathered from all channels—at the same time, eliminating the frustration that arises in customers when repeating a process leads to increased customer satisfaction scores.

4.    Leverage the power of artificial intelligence

Consider incorporating artificial intelligence into your business with the goal of increasing awareness, participation, and conversions. AI can analyze data to determine customer behavior patterns and deliver highly relevant personalized content. By incorporating AI and self-serve query resolution into your CX strategy, you will be able to resolve customer issues more quickly and efficiently, no matter what time of day (or night) it is.

5.    Equip and train your agents

A large portion of customers’ experience is determined by who they interact with during their buyer journey. Agents’ performance can suffer if they do not have the authority or the tools they need to do their job effectively. Investing in the right tools and training for your agents results in better conversations and less frustration. This makes your customer service representative’s jobs easier, reinforces customer trust, and improves customer satisfaction.

Driven by customer-centric culture, FrontLogix can assist you in ensuring the best CX for your customers. From the contact center to digital services outsourcing, our custom-tailored support will help you close the CX gap, exceed  expectations while reducing costs, automate your business processes, and increase customer lifetime value. Get a quote now.

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How to deliver Next-Gen Customer Service

The golden era of technology has paved the way for innovative and intuitive customer experience (CX) solutions. Technology pioneers such as Uber, Airbnb, Apple, and others have raised the bar on CX standards, setting high customer expectations for their industry competitors and all businesses.

According to Super Office and Walker, 86% of buyers would pay more for a great customer experience, and CX is already surpassing price and product as the leading brand differentiator.

So, what steps can you take to revolutionize your CX and deliver Next-Gen Digital Customer Service?

Self-Service and AI

Customers want their problems solved quickly and prefer the freedom of self-service. Effective self-service provides customers with the channels, tools, and resources they need to succeed. As these channels grow in popularity, companies that want to stay on top of the game must continue investing in tools like virtual assistants and chatbots in order to meet customer expectations.

While rule-based chatbots are limited to simple, linear interactions, next-generation AI can assess the customer’s sentiment and use Natural Language Processing (NLP) to communicate more naturally.

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Omnichannel Support

Although modern contact centers support a variety of digital channels over multiple digital touchpoints, most of them lack the ability to provide a seamless journey and give a unified experience to each customer.
With omnichannel support, every customer service channel is linked, resulting in centralized data and reducing customer effort and time across all interactions.

Omnichannel support reinforces customer trust, boosts customer satisfaction, and increases agent productivity and job satisfaction. To deliver next-gen customer service, agents should not have to switch between tools. By integrating the CRM and back-office systems into one centralized data application, agents will be able to have a full view of all channel interactions and deliver resolution in a shorter time period.

Human Touch

For 30% of consumers, the most annoying aspect of the customer service experience is being unable to reach a customer service agent, according to Microsoft.

Although chatbots can resolve common problems in mere seconds, they cannot demonstrate an agent’s empathy and problem-solving skills. When AI handles simple issues, agents are allowed to focus on significant ones. Next-generation customer service requires training agents, investing in technology, and integrating the two to address the full spectrum of customer needs.

Deliver Next Gen CX service

Chief Customer Officer

In order to both grow and retain existing customers, offering a great customer experience is a must. This is where a CCO brings a competitive advantage to the company.

The Chief Customer Officer’s main focus is to prepare, educate, and streamline organizations towards best practices in customer-centricity. They are responsible for unifying customer data into a single 360-degree view to better build, preserve, and improve long-term relationships with customers.

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Want to deliver next-generation customer service? FrontLogix is committed to being a thought leader in this space and delivering relevant, personalized solutions so our clients can get the next-gen customer experience they deserve.

What is Customer Experience-as-a-Service (CXaaS)?

Customer Experience-as-a-Service (CXaaS) is a relatively new cloud-based customer experience solution. CXaaS provides a reliable, efficient approach to the overall customer experience that maintains flexibility for companies that use it. The CXaaS model is most commonly used for planning, curating, designing, developing, and implementing a wide range of activities related to all aspects of the customer experience.

Customer experience-as-a-service most often combines CX strategy, data integration, automation, and employee expertise to help design, develop, expand, and execute customer-centric efforts. CXaaS allows organizations to create and deliver their ideal customer experience with the speed customers demand and the efficiency businesses require at a reasonable cost.

As CXaaS operations are relatively new, they’re typically managed by a third-party partner on behalf of a brand.

Why is Customer Experience-as-a-service (CXaaS) important?

We already know the immense importance of a great customer experience. In today’s world, CX needs to be outstanding so that companies do not lose customers. Losing customers is not the only challenge. The unhappy customer will not only leave your company; they’ll be happy to tell the entire internet why.  They’ll speak negatively about your services, products, and brand to everyone, doing their best to taint your brand’s reputation.

Keeping customer frustration to a minimum and avoiding customer loss are just two reasons businesses should improve customer support, care, engagement, and overall experience.

Enhance the CX

Scaling up your CX efforts can be challenging. Many companies cannot get the desired results without external help. This is precisely why the best solution would be outsourcing the CX and CXaaS.

Outsourcing customer experience can mean significant savings. But the true benefit of CXaaS is being able to sift through massive data streams and extract insights from those numbers. All this data will help companies better understand their customers and evolve with them by building relationships and mapping out a customer journey.

To get the entire picture:

  • 83% of customers are more concerned with how call center agents treat them than with what they are trying to sell them
  • If they love a brand, 43% of customers would willingly purchase an inferior service or product
  • 73% of customers will gladly spend more money if they like the brand
CXaaS - Worker

How Customer Experience-as-a-Service (CXaaS) works?

Customer or not, everyone enjoys feeling appreciated and acknowledged.  Providing a positive customer experience can save the company money and increase overall efficiency. CXaaS solutions can help businesses accomplish these goals. CXaaS enables companies to offer their customers the more personalized experiences they require. The CXaaS solutions are typically aligned with the business to implement the necessary improvements across all areas of the customer journey and improve the overall customer experience. At the same time, CXaaS allows companies to genuinely understand what their customers want and need from them.

CXaaS also enables companies to reimagine their customer experience as part of the digital transformation. It integrates applications that can hear and capture customers’ voices to find solutions for their current issues. Some services can use tools to fully automate the customer journey, capture customer tone of voice, welcome them, and record information to solve enquires.

The most-popular CXaaS tools

Customers today want to interact with businesses in new ways, complicating the CX equation further. The most widely used tools to provide customers with an all-round experience are:

  • AI-powered self-service apps and tools
  • Automated and personalized notifications across many different channels
  • Creative omnichannel experiences using all possible social media platforms and apps to provide seamless connection and an exceptional customer experience
  • Chatbot apps and text-to-speech solutions that offer instant and direct contact with CX agents
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Conclusion

Customers expect to be heard, appreciated, and acknowledged by their brands, and CXaaS is an ideal solution. It enables businesses to be more flexible in their approach to the overall customer experience while saving money and increasing overall efficiency.

Scaling up CX, on the other hand, can be a difficult task. Many businesses cannot achieve the desired results without outside assistance. This is where FrontLogix comes in. We offer outsourcing solutions that improve the customer experience. We have talented agents from all over the world working remotely in various time zones. Our goal is automated customer journeys and personalized interactions that delight your customers.

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Next-Generation CX: Top trends and strategies

The pandemic forced the world to undergo massive digital transformations. What would’ve taken us years to adopt has now been accepted almost overnight. New digital tools have led to new ways of improving operations, reducing costs and risk, and connecting and engaging with customers more meaningfully. As a result, today’s customer expectations are at an all-time high.

It is no longer debatable whether a company should provide a next-generation CX. The new and vastly improved customer experience has become the new norm and something that customers expect. Getting there is your challenge. Here  are seven emerging trends and strategies that will shape your Next-Gen CX:

1.  The Expectation of an Omnichannel Experience

Today’s customers expect effortless engagements and frequently choose web or mobile self-service as their initial point of contact with companies. As they navigate across touchpoints, customers expect continuity. In other words, they seek seamless and accurate support whenever they need it, on the channel of their choice, and without compromising on quality.

2. Reinventing Customer Interactions with a Hybrid Customer Experience Model

A successful hybrid customer experience model requires a combination of highly-skilled, well-trained, well-intentioned people, software designed for the task, and an experienced partner who can unite the two.

Automation

CX leaders are putting more focus on self-service and live agent deflection. They are expanding their knowledge bases with more multimedia content, combining them with chatbots to assist customers in reaching a successful resolution. And while chatbots can resolve a customer request in 2 seconds, around 78% of the time, skilled customer success agents emphasize the human approach.

As a result, increasing automated self-service tools are at the top of customer service leaders’ priority lists. In fact, customers prefer automated interactions for simple tasks but talking to real people for more sophisticated and complex issues.

[Read Next] Next-Generation CX & Omnichannel Support

Upskilled Personal Support

Increased digitalization means increased digital saturation. Even as digital channels and self-service options become more popular, customers still expect agents to be ready to step in if their self-help options fail.

Well-trained customer service representatives use emotional intelligence combined with diverse communication skills to develop stronger client relationships. Customers value intimate relations with a business and want to be seen as individuals.

In fact, according to customers, access to a live agent is still in the top three requirements when it comes to a positive digital experience.

3. Personalized Experience

The significant surge in online interactions during the pandemic has raised expectations, exposing consumers to the personalization practices of online pioneers and raising the bar for everyone else.

As a result, 71 percent of consumers expect companies to provide personalized interactions, and 76 percent get frustrated when this does not happen, according to research.

Furthermore, highly personalized customer experiences are difficult to replicate. Such experiences allow businesses to differentiate themselves and gain a sustainable competitive advantage when executed well.

Personalized end-to-end customer journeys

Since there’s no one-size-fits-all approach for satisfying an entire customer base, a personalized end-to-end customer journey will provide a uniquely positive experience. Personalized touchpoints include:

·        Live chats and user-friendly contact forms on websites
·        Building custom audiences and directing ads to the right people
·        Tailored promotions that feel personal
·        Relevant service or product recommendations based on purchasing and browsing history
·        Notifying customers when a product they’ve been browsing goes on sale
·        Up-to-date in-stock information for stores near the customer
·        Post-purchase check-in

4. Reinventing Customer Loyalty

Personalized loyalty programs go hand in hand with customized experiences. They give an incentive for customers to share personal information because they know it will be used to benefit them.

According to the Generation Pay report by FIS, different generations prefer different rewards delivered via different channels. Loyalty programs are an excellent way to personalize the customer journey and increase customer satisfaction and retention by utilizing relevant data.

Even if your customers aren’t providing you with detailed information, tracking order history, current service subscriptions, and your customers’ locations can help you deliver relevant content and offers.

Man smiling from great cx

5. Adopting Extended Reality (XR)

Extended Reality (XR) is an umbrella term for Mixed Reality (MR), Augmented Reality (AR), and Virtual Reality (VR). What social platforms discovered a while ago – that people love fun augmented reality filters – brands are now seeing as new opportunities to create engaging customer experiences. Microsoft’s HoloLens and IKEA’s Place are just two examples of 3D avatars that allow you to “try before you buy.”

XR provides limitless opportunities for creating novel customer experiences. Because it is still in its early stages, businesses that embrace it will have an advantage over their competitors. Consumers appear to be ready for immersive virtual reality experiences, owing to the fact that XR shows rather than tells.

6. Focusing on First-Party Data

With the rapid movement towards digitalization, significant risks are emerging. Data breaches and the ambiguous third-party data marketplace have made consumers wary about who is collecting their information and how it will be used. As a result, browsers and government regulators have taken a firmer stance on data privacy, as evidenced by initiatives such as the GDPR and the phaseout of third-party cookies.

To adapt to this privacy-first landscape, businesses need to focus on data collected directly by the company. This first-party data also promotes a more open relationship with the customers. According to a survey by Twilio Segment, 69% of consumers say they value personalization as long as it is based on information they have directly shared with a business.

7. Implementing Chief Customer Officers

As the value of the customer comes to the forefront for businesses, the C-suite welcomes a new member. Please give a warm welcome to the Chief Customer Officer. According to Gartner’s Customer Experience Management Study, more than 90% of enterprises now have a CCO.

Previously, multiple executives shared responsibility for fostering a customer-centric culture and expanding revenue opportunities with existing customers. The CCO now wholly owns these domains,  in charge of everything customer-related. A CCO’s key focus is to prepare, educate, and streamline organizations toward the best customer-centric practices.

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Conclusion

The only constant about trends is that they are constantly changing.

Nonetheless, Omnichannel, Hybrid Customer Experience Model, Personalization, Extended Reality, and First-Party Data continue to be CX buzzwords on trend lists year after year. Keeping up with rising customer expectations starts with implementing a Chief Customer Officer and reinventing Customer Loyalty.

These are just some of the trends and strategies we see driving the Next-Gen CX in the following years. FrontLogix is committed to being a thought leader in this space and delivering relevant, personalized solutions for our clients.

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Next-Generation CX & Omnichannel Support

In today’s economy, we are all a little spoiled for choice. If we dislike a product or service, we can simply stop using it and switch to another.   As a result, the average customer’s attention span is shrinking. They don’t like waiting in line and will not accept excuses. Today’s customers want a seamless journey across multiple channels. They expect the promo code they saw on social media to be valid when they use it on the website. They believe if they fill in their information online, it will be transferred into the app. What they actually expect is omnichannel support. Many of today’s brands excel at this and set a high standard for everyone else. Not having omnichannel support reduces customer satisfaction, potentially leading to increased churn and weaker customer loyalty.

What is Omnichannel Support

Like multichannel support, omnichannel support allows customers to contact businesses over several different channels, including email, social media, live chat, and more. The main difference is that omnichannel support takes a holistic approach and integrates all channels and touchpoints into one centralized whole. If done right, omnichannel support allows customers to easily switch from one channel to another, providing personalized and uninterrupted support. 

Omnichannel communication is based on a single customer database. AI-powered chatbots, support agents, or mobile apps can gain customer context from queries. This enables businesses to comprehensively understand each customer and their interactions with the company and increase customer satisfaction and brand loyalty. An omnichannel customer experience means that when customers interact with a brand on one platform and then choose to continue on another, they will pick up right where they left off.

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How can your business benefit from Omnichannel Support?

According to an Aspect Software survey, companies that use an omnichannel strategy have 91% higher customer retention rates than those that do not. The more channels included, the better a brand will facilitate customer satisfaction.

1. Centralized Data

The most significant benefit of omnichannel support is access to centralized data. It opens the door to tracking customer interactions, analyzing customer behavior, and identifying buyer trends. This allows businesses to better understand their customers’ needs and desires and make the necessary changes to improve the customer experience.

2. Lower Resolution Time

Customers expect efficient service regardless of their preferred communication channel. Fortunately, an omnichannel approach unifies the various support touchpoints into a single platform, making it easier to serve customers and facilitate information flow from channel to channel, saving time for both the customer and the agent.

3. Reinforces Customer Trust and Improves Customer Satisfaction

Brands with a robust omnichannel strategy have higher customer retention and satisfaction rates than brands without. Omnichannel support aims to make customers’ lives easier by reducing customer effort and time spent across all brand interactions, removing any friction they may encounter while engaging with a brand.

4. Increased Agent Productivity

With omnichannel support, customer service agents and self-service tools enable buyers to continue the customer journey where they left off. The data collected allows better-targeted customer service and personalized interactions. The result is a consistent experience across channels that saves time for everyone, meaning higher-quality conversations and less frustration. CXRs are more empowered to assist customers, more relevant to the customer journey, or more productive/efficient, and customers are happier. And when customers and agents are on the same page, cooperation, not conflict, becomes your brand identity.

A Quick Summary

With omnichannel support, every customer service channel is linked. This results in centralized data, which allows tracking brand interactions, analyzing customer behavior, and identifying consumer trends. Agents can share information across channels, providing a more seamless experience for the service provider and the user. An omnichannel experience improves the customer experience, increases agent productivity, and reduces resolution times.  FrontLogix offers ​​ a unified front built to support omnichannel communication between customers and agents (or self-service systems) that optimizes the customer and agent experience.


[Read Next] How to improve Customer Experience

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white-glove customer

What is the white-glove customer experience, and how to provide it?

As we’ve said before, just providing customer support is not even close to being enough. Every business today needs to go above and beyond to meet and exceed customer expectations before they start to expect them. This is where white-glove customer service comes in.

The “white-glove” meaning

The term “white-glove” originated as a literal interpretation – some service providers, such as restaurant waiters, movers, or shippers, wore white gloves to either protect the product or demonstrate the care and special attention customers were receiving.

The image brings to mind the gloves worn by English butlers, who provide the most sophisticated level of personal and respectful attention.

And what was once a butler-related item evolved into an expectation of receiving exceptional care and attention and a delightful experience that keeps customers returning for more.

white-glove customer

White-glove customer service and experience

White-glove service has been used in a variety of contexts over the years,  including delivering luxurious and expensive products to customers’ homes, providing top-to-bottom premium services, or doing whatever it takes to impress valuable VIP customers.

Today white-glove service provides an exceptional and premium experience to all customers on an equal basis. Exceeding clients’ expectations means prioritizing their needs, personalizing their experience, genuinely caring about their happiness and satisfaction, and resolving problems before they arise.

This way, they will enjoy the best that your company has to offer, which will ultimately make them loyal to your brand and business and provide crucial word-of-mouth about your company and the services you provide.

How to provide a white-glove experience?

Listen to your customers and collect their feedback.

It’s crucial to deeply understand how (and how well) you serve your customers. Listen to everything they have to say and collect their feedback about every aspect of your business. Their thoughts, suggestions, and complaints will help you understand if you meet or exceed your customers’ expectations or where you’re lacking. Here you can read more about how you can measure your customer’s experience and what you should leverage to collect your customer’s feedback to provide customer loyalty and satisfaction.

Determine where you have room for improvement

NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) are essential metrics for understanding your customer satisfaction. The results should help you know whether your customer service and experience are poor, sound, or exceptional. This will help you know where you have room for improvement and provide better experiences.

Personalize customer experience throughout the entire customer journey

Personalization strategies should be at the top of the list if you aim to provide white-glove service and experience. It makes your customers feel you know them and considers them family. Personalization also gives customers the impression that you serve them specifically with the special attention they desire. Customers want to believe that every interaction they have with your company is tailored and created specifically for them. Listening to and collecting feedback is the only way to accomplish this.

white-glove customer

Precision, expediency, concentration & commitment to meeting customer’s needs

When thinking of white-glove service, think of a premium, effortless experience that leaves the customer completely satisfied. Long wait times on hold, taking a long time to resolve an issue, or sloppy solutions without care and commitment are all examples of poor customer experiences that you should avoid. Instead,  train your team to deliver precise, expeditious, focused, and committed solutions. Pay close attention to the chat/call/ticket volume, first contact resolution, average response time, average resolution time, number of tickets reopened, average handle time, customer satisfaction, automation, and, most importantly, omnichannel experience.

Hire a professional to help you out

It is not uncommon for a company to be unable to meet all its customer expectations and provide white-glove treatment, service, and experience. This is  acceptable, as long as you are willing to take the necessary steps to get there. Fortunately, FrontLogix is one of the many companies that provide exceptional white-glove customer service and experience. We treat each of our clients with respect and care, learn about their company’s culture and core values, and gain a thorough understanding of the market and industry in which they operate. Simultaneously, we get to know everything we can about their customers to personalize their experience and provide the ultimate white glove service.

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Happy customer

Next generation customer experience (Next-GenCX)

What is the next-generation customer experience, and how to get there?

Just keeping up with customer expectations is no longer enough. Companies today need to exceed expectations and provide exceptional CX to keep their customers happy, loyal, and coming back. Today is about company loyalty, not customer loyalty. Implementing Next-Gen CX solutions will drive value, reduce costs, and increase revenue.

The high-expectations era

We’ve reached a time where people are no longer buying products; they’re buying experiences. And they expect those experiences to be seamless. Expectations are rising primarily due to customer technology development. Today, the new generation of customers want and expect instant solutions, 24/7 availability, omnichannel support (access to both desktop and mobile), online and offline support, flexibility, and efficiency. They quickly adapt to new channels and devices and expect the companies they buy from to do the same. They want multiple touchpoints in their customer journey, making their interaction smooth, effortless, and more accessible. And most of all, they value omnichannel presence, speed, trustworthiness, and responsiveness. Today, it doesn’t matter what you sell. First and foremost, you’re selling an experience!

Next generation customer experience

High-quality over high-quantity

It is common practice in the customer service department to measure success using several KPIs (key performance indicators) such as: call handling time, the number of calls handled, first response time, first contact resolution, and level of customer satisfaction. However, today these KPIs are only a tiny part of the customer service department’s overall success. Previously, agents would send a customer to another department for issue resolution and close the ticket with the shortest handle time, whether the issue was resolved or not.  Customers now regard this as an unsatisfactory “bouncing-ball” experience. As a result, today’s customers prefer a longer initial call where they receive high-quality service rather than being transferred between departments. And this is also a part of Next-Gen CX.

Human & machine superintelligence

Without a doubt, the next generation means cutting-edge technology. We can say the same for customer service departments. Companies must leverage well-trained and well-intentioned employees alongside the latest technologies, software superintelligence, and AI to provide a Next Generation Customer Experience. It should ideally be a hybrid of the best of both worlds – human and machine.

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The customer-centric strategy

In both life and business, not all experiences are positive and bad experiences are unavoidable. But imagine you’re a customer who had a bad experience with a company. You’ll most likely be frustrated and leave the company without explaining what went wrong. Customers today take immediate actions that harm businesses after a single negative experience (without considering  all the previous good ones).

This only emphasizes the importance of companies focusing on becoming customer-centric. Essentially, this means putting customers at the center of the business and organizing around them. Teams, processes, and technologies should be focused on creating a next-generation customer-centric company. That is the only way to provide your customers with the Next-Gen Customer Experience they require.