Improving Your Customer’s Journey Starts Now

Business, Call Center

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Being a customer in the 2020s is no longer about going to a physical shop to buy a product. It is sitting at your desk and scrolling through various platforms until you find what you’re looking for.

 On the other hand, if you don’t find what you’re looking for in one platform, there are many others to choose from. Similarly, if you seek a human service representative to speak to, but find yourself accessing pre-recorded voice recordings, or in channels you’ve already tried to no avail, you may also find yourself seeking a different online platform. 

Customer Experience Professionals Association founding member Jeannie Walters describes how these brief moments with technology, or micro-interactions, may create positive or negative emotional reactions. This emphasizes the need to consider how end users are affected by things as innocuous as the phrasing of an error message.

Following this, companies know that it is no longer simply about creating the best product or service. The customer experience includes the ease of navigating the platform, how quickly inquiries are responded to, and whether the customer feels like they are being treated as individuals. This journey is what will convince your customer whether or not to come back again, making customer experience something that businesses pay close attention to.   

 

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Customers in the Digital Age

Today’s customers have high expectations – it is not enough to understand the customers’ needs, but to exceed these expectations.

Customer expectations are tied to the empowerment that comes with wide access to technology. They can do their shopping on their devices, and can reach out to you through a Facebook comment as easily as firing off an e-mail to your help desk. It is also far easier for them to research your products, services, and track record by looking at reviews before they make decisions.

 Moreover, the efficiency of technology doesn’t replace the feeling of being seen and interacted with as a human being. According to SalesForce, 84% of customers see being treated as a person, not a number, as important to their experience.

The stakes for companies are high. Trustpilot Business Blog reports that a satisfied customer contributes 2.6 times as much revenue as a somewhat satisfied customer. On the other hand, 62% of customers share their bad experiences with others. However creating a great customer experience pays off, with 72% reporting that they share good experiences they have with other people.

These sharing of experiences is essential. 84% of consumers do not trust ads. But 88% depend on reviews written by fellow customers to figure out if the service or product is right for them.

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Seeing Eye to Eye

 Customers do not want themselves to be seen purely as sources of revenue, but as individuals with specific needs and concerns. Recognizing your customers as individuals is key to giving them a good experience. This rests on creating good relationships with your customers

At the spear tip of this are your service agents. HelpCrunch notes that a great customer-centric marketing strategy must emphasize the service agent’s ability to listen to the customer, and remaining human even if connecting with the customer presents difficulties. While customers want their needs addressed, they also want someone to pay attention to them as people.

Steven van Belleghem, author of Customers the Day After Tomorrow, even suggests that customers can become friends – the bedrock of a good friendship is the creation of good memories together. Good experiences make customers more likely to share the story with others, and they themselves will not forget what you did for them.

Customer experience is such a make-or-break consideration that the Harvard Business Review describes how entire companies must dedicate themselves to improving it.

Companies may choose to forego previous products, features, or practices in favor of bold new directions that are proven to improve customer experience.  

Marketing may work to uncover customer tastes and standards. Operations and employee training may focus on the skills, attitudes, practices, and processes that best serve customers at different touchpoints. Product development follows the lead set by actual experiences customers are reported to have.

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Omnichannel Technology

Creating a great customer experience also has to do with the very practical concern of being able to follow customer concerns across different channels.

A support channel refers to venues like e-mail, live chat, FAQs, social media messaging, phone calls, or other means for customers to communicate with you.

Multisupport channels make use of several of these at the same time. This is a strategy that many companies employ with the knowledge that customers may choose to jump from their laptop to their phone, or from your apps to their emails, at will. Convenience is the name of the game. For instance, 63% of visitors are more likely to return to a platfrom that offers live chat.

Omnichannel support refers to seamless transition across these different channels. This kind of customer support allows for a smooth customer experience however they choose to reach out to you, and whether they switch from one channel to another.

The smooth transition is essential. According to the Aberdeen Group, 89% of consumers become frustrated with having to give the same questions to multiple customer service representatives. Similarly, in the State of the Connected Customer report, customers are said to be 3.7 times more likely to rate smooth transitions across different communications channels as important.

Being able to get answers quick is also important, whether this be through live chat, social media messaging, or self help channels. 44% of consumers say that being able to get answers to inquiries in the midst of a purchase is an important feature for that platform.

Introducing the Human Element

 At Visaya, we understand that the human element is the most essential – that the secret to providing flawless customer experiences is in the service representative. We invest heavily in our agents, empowering them not just with technical skills, but soft skills to extend a listening ear to your customers.

To further our agents’ ability to create top-notch customer experiences, we provide a wide range of contact center delivery services. Make full use of living in a connected world via our omnichannel support services. Allow your customers to reach out to you easily, and let your company engage your customers faster as well. Each item listed here can be done through different channels via live chat, email, voice (inbound and outbound), social media, messaging, online board / community discussions, etc:

  • Customer Care
  • Helpdesk and Technical Support
  • Complaint Management
  • Order Management
  • Logistics and Fulfilment Management
  • Marketing and Promotions
  • Market Research
  • Sales
  • Collections Management
  • Consultancy
  • Others

Visaya seeks to support you in placing your customers’ journey at the heart of your services. Contact us today at sales@visayakpo.com.


Sources:

13 Insightful TED Talks on Great Customer Service to Learn From
https://helpcrunch.com/blog/ted-talks-customer-service/

Customer Expectations Hit All-Time Highs
https://www.salesforce.com/research/customer-expectations/

5 Reasons why customer experience is the pulse of every business right now
https://business.trustpilot.com/reviews/learn-from-customers/5-reasons-why-customer-experience-is-the-pulse-of-every-business

Omni-channel customer service best practices
https://www.superoffice.com/blog/omni-channel-customer-service/

What’s the Difference Between Omnichannel and Multichannel Customer Support?
https://www.talkdesk.com/blog/difference-omni-channel-multi-channel-customer-support/

What if customers become friends? Steven van Belleghem at TEDxEde
https://www.youtube.com/watch?v=l8vwJf9pyDM&feature=youtu.be

Understanding Customer Experience
https://hbr.org/2007/02/understanding-customer-experience

Meaningful Micro-engagements : Jeannie Walters at TEDxNaperville
https://www.youtube.com/watch?v=Y3qg6P3grWk&feature=youtu.be

Steven Van Belleghem
https://www.stevenvanbelleghem.com/

Jeannie Walters
https://experienceinvestigators.com/about-jeannie-walters/