You should already know the importance of an exceptional customer experience and its impact on business growth by now. But reaching the all–so-wanted Next-Gen in Customer Experience and Care is not an easy job! In this guide, you will get ahead of what to do to take your customer experience to the next level!
No matter what the tech companies say, you have to have the right people! No software will help customers as talking to a real human will. So, to improve the customer experience, you undoubtedly need to have a dedicated team of our Customer Experience Representatives (CXRs) who will always be there to take proper care of your customers. A team of skillful, knowledgeable, resourceful, creative, educated and well trained, and helpful people will be open and accessible whenever your potential or existing customers need them. Team of CXRs that will know and listen to your customers, understand their questions and keep them happy. A team of CXRs will learn everything about your business, offers, strengths, and weaknesses and will know how to use them and provide solutions to help your business grow.
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Get there on time
Customers hate being on hold and all those long waiting times (no matter how nice the music is). They just want their questions answered, or their issues resolved right now. It’s not about minutes; it’s about seconds! And however ridiculous this may sound, you ought to respect it. So, no matter the time zone, business hours, or communications channels – You. Have. To. Be. There.
The Omnichannel experience
Leverage, not one, not two, but all the channels you can think of or you have available. This way, your customers will be able to seamlessly connect and pick up where they left off on one channel and continue on another. That’s exactly what customers expect from brands—seamless communication and exceptional care. Delivering the omnichannel experience is challenging, but done right will level up your customer experience and business growth. Here are a few tips on how you can improve the omnichannel experience.
-Apart from being informative, stable, and fast, you should make your website mobile-friendly and responsive. Note that most of your customers will access your site from their smartphones, and the first impression they receive is the most important one.
2. Live chat support
Have a chat ready with quick and instant replies or for connecting with a CXR. Live chats are an excellent tool for immediate response and an appropriate bridge for linking with a CXR.
3. Social support
If a customer tries to find your company, that most certainly will be via social media. Social channels are the most powerful review tools where customers refer to and recommend brands. If you have the proper communication and support on social, it will massively add to your CX equation.
4. FAQ knowledge base
While most customers call for an immediate answer, some customers would instead read or watch a video. Therefore, having a self-service FAQ knowledge base is definitely not a bad idea.
5. Email support
Have an email dedicated to your customer’s queries, and check it frequently. Reply to their emails immediately, and provide solutions right into their mailboxes. But also, use email as your marketing tool. It all adds up to the funnel.
6. Phone & SMS support
Always have a dedicated support number available for your customers. A line dedicated only for them. A line which they’ll be able to reach at any time. And if they prefer to text instead of call, give them that as well. They will appreciate the effort.
7. In-app support
Finally, have a prepared solution for all of your customers who don’t text or call and don’t prefer email or live chat. Find out the channel or the app they use and be there. Provide support via messenger, Whatsup, and any app your customers find fit and valuable. Adjust to their communication habits and show up in the right places. You will not believe the satisfaction you’ll get with such a simple step.
The Bottom line
Understandably, customers have all sorts of queries. And most often than not, it is so hard to anticipate their questions, whether simple or complex. Your biggest battle to win is always providing quality resolutions to any query your customers have. They need to feel appreciated and heard because served customers are satisfied customers! We at FrontLogix firmly believe in this cycle. Every situation has a solution, and we are here to provide one. Learn more about FrontLogix services here.