Customer Experience

Learn how FrontLogix can help you drive Next-Gen CX and what sets us apart.

Customer Experience (CX) has become THE most critical business differentiator, and companies have realized that the voice of the customer will only get louder. But delivering Next-gen CX can be challenging, especially for companies with limited resources.
This is where FrontLogix comes in, offering a comprehensive omnichannel contact center solution that caters to the ever-evolving needs of modern customers.

What sets FrontLogix apart is our commitment to excellence. With a 6-stage recruitment process for our agents, we ensure that only the best applicants make it to the team. Our managerial attention to every project and exceptional client onboarding program are some of the reasons why we have become a go-to choice for companies looking to outsource their CX operations.

If you’re curious to learn more about how FrontLogix can help you elevate your CX game, read on.

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.

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.

Reshape your CX by delivering a relevant and personalized next-generation experience. Get in touch to discuss how we can help you level up your CX.

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.

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.

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? FrontLogix offers personalized solutions to build stronger customer relationships, increase sales, and improve retention rates.
Here you can read more about the services we offer.

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 Customer Experience (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.

How to improve Customer Experience in five steps

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.

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.

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.

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.

---

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. Contact us today!

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

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

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. Get a quote today.

So, you’ve covered all channels, but there is no unified omnichannel support. Does it really matter if it’s not omnichannel, as long as all the channels are covered? Yes, yes it does.

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.

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. Contact us today to discuss how we can help you.

---

[Read Next] How to improve Customer Experience