Customer service is one of the most talked about topics in business today. And it also happens to be one of the best ways to differentiate yourself from the competition. If your organization already prides itself on delivering a stellar customer experience, great! BUT, you have to do more than say you care about customer service. You have to deliver it AND ensure your customers think it’s working. Because if your customers don't feel your service is meeting their expectations, well then it doesn’t really matter what you pride yourself on, does it?
Let Your Contact Center Be an Asset for Improving Customer Experience
We recently read an article entitled 7 Myths of Customer Experience (And Why They’re Wrong) and it got us thinking about how organizations often underutilize their contact centers. The article tells us there is a gap between what customers think about the service they’re getting and what companies think about the service they’re delivering. But here’s the good news—your contact center can help.
Your contact center functions as the central touch point for customer interactions. If you leverage the tools and data sitting right in front of you, you can quickly get a better read on what your customers are really thinking. It’s true! By leveraging the right contact center technology and applications, your business can begin delivering the service your customers are asking for.
Busting A Few Customer Experience Myths
In case you don’t have time to read the full article, we’re recapping a few of the myths here and sharing ideas on how you can better align the opinions of your customers with the experience you’re intending to deliver.
Myth #1: A Company’s Focus on Customer Service is Evident to Its Customers
According to the article, the majority of customers believe companies spend a lot more time selling to them than providing them with excellent service. Yikes.
It’s time to pay better attention to the impression your customers have of your brand and the customer experience you’re delivering. Let your contact center help! Employ tools like call recording to capture real-life, real-time customer comments and post-call survey software to get candid customer feedback quickly. Quality Management is another useful tool to ensure agents deliver on your customer service expectations. With Quality Management you can review, evaluate and score customer interactions against your service standards so agents receive both constructive and positive feedback on their performance. By gathering and reviewing customer interactions, impressions and comments you can easily find pain points and identify where the customer experience might be breaking down across channels.
Myth #2: One Bad Experience Will Not Have Lasting Consequences
Companies who think one mishap isn’t a big deal are wrong. All it takes is a single bad experience to send a customer packing. And since it’s far less expensive to retain customers than to acquire new ones, it makes sense to do all you can to keep your customers happy. One way to do this is to ensure your agents are skilled and knowledgeable. Consider taking advantage of coaching and eLearning software! These tools track specific agent performance , provide improvement plans and more. Efforts to improve your agents’ capabilities, efficiency and productivity are well worth it because it all leads to their ability to deliver a better customer experience.
Myth #3: Inbound Phone Calls Are Still the Preferred Method for Contacting Companies
In 2015, a channel other than phone won out as the primary preference for the first time. Make sure you have the right people staffed to service the right channels by utilizing intelligent forecasting software. Workforce Management (WFM) software can help you forecast and optimize your staffing based on individual skill profiles, work schedules and agent preferences. This helps companies effectively plan to meet customer expectations for the day, week, month, quarter, season or year—across all interaction channels—so you are ready to deliver the customer experiences your customers want, when and how they want them!
Myth #4: Companies Can Do Close to Nothing to Address These Myths
We’re more than happy to bust this customer experience myth once and for all. Your organization can start closing the gap between the customer experience you want to deliver and the experience your customers perceive you deliver TODAY. It can be as simple as better leveraging the tools available to you through your contact center.
If you’re struggling with any of these areas of your customer experience, give us a shout at firstname.lastname@example.org so we can help.