Customer experience is everything in today’s marketplace.
You can have the most innovative product that the world has ever seen, but if you don’t delight your customers, you’re done for. That means investing in everything from a fast contact centre response rate, to a convenient provisioning experience.
Though most companies today know how valuable customer experience can be to their bottom line, it’s not always easy to know how you should be delighting your clients. After all, the trends of the industry and the demands of customers are always changing.
Fortunately, we’ve got some tips to help you make the right moves for 2020.
1. Get to Know Your Customers (with Data)
The first step in giving any customer an exceptional experience, is getting to know them. How can you possibly deliver the kind of personalised and meaningful moments that your clients want, if you don’t understand their likes and dislikes, their frustrations and their pain points?
The good news? Countless groups in your business, from your sales team, to your contact centre support agents, can help you to get to know your customers on a deeper level. You don’t even need to risk GDPR standards either. Collecting information on which topics come up most often in contact centre discussions can help you to create FAQ articles that ensure customers can serve themselves.
Use basic analytics to track whether your clients prefer to call you for help, or use text and messaging services, then ensure they have access to the options they like. In CX, knowledge really is power.
2. Be Omni-channel
In its 2020 report, PWC learned that the number of businesses spending cash on the omni-channel experience has increased rapidly from 20% to 80% in the last ten years. Your customers expect to be able to reach you in a way that’s convenient and efficient for them. Sometimes, that will mean conducting face-to-face video conferences with clients. Other times, your customers will want a quick and simple SMS messaging experience.
Embracing the omni-channel trend for customer experience doesn’t have to mean investing in every kind of communication tool for your business. Instead, you’ll need to spend some time finding out what kind of platforms make your customers feel the most comfortable, then work from there.
Having a few well-targeted and optimised communication channels is much better than having dozens of platforms that your customers hate using.
3. Combine Humans and Machines
When AI started to emerge in the contact centre, many employees were concerned that their jobs would soon be replaced by bots. However, we’ve quickly discovered that the best way to use AI isn’t as a replacement for your human workers – but as a useful supplement.
