5 Prerequisites for Creating a Self-Service Strategy

 

Customers look for help when they feel like they’re losing control over something – a product they purchased, an order, their bill, etc. They get in touch with customer service when they can’t solve the problem on their own. While sometimes the situation is in-depth and difficult to figure out, oftentimes it’s much more basic.

Today’s customers have grown to expect self-service. It’s available in practically every transaction we make, from our morning coffee order to banking, shopping and traveling. People are becoming more and more satisfied with making transactions on their own and without the help of a live person.

Even if your contact center offers self-service options, some customers will still seek out live help. It’s possible that these customers don’t understand the self-service options available to them. They may feel that the quickest way to solve their problem is by getting in touch with a live agent. Or, they could be worried that if they try to troubleshoot their issue on their own, it will only get worse and cause an even bigger problem.

Creating a comprehensible self-service platform for customers isn’t going to happen overnight. It can take a long time to move from primarily live customer support to self-service. Here are the prerequisites for an effective self-service system.

  1. Make IVR as easy to use as possible.

When a customer calls for support and an automatic voice response system answers, the options should be obvious and quickly accessible. In order to encourage customers to use self-service, language settings, menu options and FAQ have to be clear. When a customer knows how to quickly find an answer on their own, they’re more likely to solve their issue instead of waiting on hold for a live agent.

  1. Setup mobile web chat.

Web chat is a great tool used by many contact centers, but oftentimes web chat functions are optimized for desktop computers only. Web chat should also be available on mobile devices since they account for so much web traffic. Overall, self-service options should be available on all of the devices and platforms your customers use.

  1. Combine self-service with live service.

While many of your customers will opt for self-service, there are still a percentage who will prefer live service. Trying to create a 100% self-service strategy is going to leave some of your customers unhappy. Live service should be combined with self-service, not replaced by it. To do this, there should be limits when it comes to IVR. For example, after a customer has made several invalid attempts or the time to choose an option has timed out, the call should go directly to a live agent. When it’s obvious the caller is struggling, they should get live help as quickly as possible.

  1. Stay on top of metrics.

Every contact center relies on feedback from customers, but electronic survey data can only collect so much information. Tune in to IVR statistics to figure out where your self-service options can be improved. The percentage of invalid attempts, timeouts and live agent transfers will give you a lot of insight.

  1. Train your customers to use self-service.

Once you have self-service goals setup, you need to find a way to reach those targets. The more customers who know about your self-service options, the closer you’ll be to meeting your goals. In order to educate customers, offer free webinars and tutorials. Also, use social media to talk about the self-service options you offer, especially when replying to a customer who needs support.

Self-service isn’t necessarily something that comes easily or naturally to customers. However, once they do start relying on self-service, they’re likely to use it in the future instead of needing a live agent. This improves both the customer experience and customer satisfaction while putting less strain on the contact center.

Consumers “unfriend” social media for customer service, new survey finds

Consumers “unfriend” social media for customer service, new survey finds

By Micha Catran

If you’ve spent any time on social media – Twitter and Facebook especially – you’ve likely seen posts from consumers less than happy with their recent customer experience. And sometimes a social post can be the quickest way to get a response from a company.

Yet, surprisingly, social media is among the last places consumers want to go for customer service, according to a new survey commissioned by NICE and the Boston Consulting Group (BCG).

The NICE/BCG 2016 Consumer Experience Report offers a snapshot into the attitudes and behaviors of more than 1,700 consumers between the ages of 18 and 65 across the U.S., the U.K., the Netherlands, France, and Australia.

And the decline of social media wasn’t the only note worth taking for brands looking to improve their customer service. Let’s look at some of the major findings and what they mean for customer service in 2016 and beyond.

Social media customer service drops off

Daily, weekly, and monthly use of social media channels doubled between 2011 and 2013, yet those same categories declined between 2013 and 2015. At the same time, the number of respondents who never use or are not offered social media customer service rose from 58 percent in 2013 to 65 percent in 2015.

Respondents who do not use social media cited a number of reasons why: It takes too long to address issues, said 33 percent. It has limited functionality, reported 32 percent. It isn’t feasible for complex tasks, according to 30 percent. Social media was the channel with the highest percentage of abandons in both 2013 and 2015, with the number rising from 32 percent to 42 percent over that period.

Americans have low customer service expectations compared to the rest of the world

The survey asked respondents to rank 25 customer service factors as essential, non-essential, or exceeds expectations. Australians and Europeans thought it essential that they be automatically routed to the correct customer service agent without being transferred multiple times, and that their service provider rep be aware of their past three to five interactions with the company to tailor service to their needs. Americans, on the other hand, said all of those actions would “exceed expectations.”

In total, Americans surveyed ranked only 15 out of 25 factors as essential, while other countries’ respondents expected anywhere from 21 to all 25 attributes.

While American respondents don’t seem to mind waiting for multiple call transfers or repeating their information, having issues resolved immediately was cited by other countries and all industries, genders, and ages as the top factor in a perfect experience, valued by 51 percent of respondents.

Other important factors include reps knowing what consumers need and providing an immediate solution, forwarding information and actions from department to department, and knowing what consumers already did through a self-service channel.

Other customer service findings of interest

Respondents expressed decreased satisfaction and success since 2013 across the board with all contact channels (except for mobile apps), particularly Interactive Voice Response (IVR) (down 20 percent) and social media (down 23 percent).

Churn rates vary amongst different age groups. While 78 percent of baby boomers will leave a provider due to a customer service issue, only 54 percent of millennials will do so.

There was a sharp increase in customer skepticism about the effects of their feedback, with only 25 percent believing that service providers took action based on their feedback, down from 40 percent in 2012.

What the results mean for brands looking to improve customer service

This year’s survey provides further proof that customer service is becoming more complex and more critical for a company’s success. When an organization can create a perfect experience, there are many dividends. As the report’s findings make clear, ample room for improvement creates many opportunities for businesses to set themselves apart.

Every day, we see companies adopting technology to better anticipate their customers’ journey. By leveraging advanced analytics to better understand customers both as individuals and as a collective, they can align their service organization with customer expectations in order to really make a difference.

Micha Catran, Global Vice President and General Manager at NICE, has expertise in portfolio management and new product development across analytics, customer experience, customer journey solutions for the telecommunications, banking, insurance, health care and hospitality markets.

Mr. Catran is responsible for growing NICE Customer Journey and Voice of the Customer market-leading position and ensuring continuous innovation and agility to meet the needs of customer experience and service firms around the world. Before joining NICE, he was a Director of Contact Centers in a leading Telco in Israel. Mr. Catran holds a L.L.B in Law and B.A. in Economics from Haifa University in Israel.

How to Hire New Contact Center Agents

 

As the face of the company, contact center agents play a major role in the customer experience. In order for your contact center to meet its objectives, the recruitment process has to be well thought out. Training can only do so much and it won’t be able to fix what was ultimately a bad hiring decision. By defining your recruitment process, you’ll be able to choose the best candidates from the start.

Here are four tips for hiring new contact center agents:

  1. Be professional.

Job candidates get their first impression of your contact center from how you present yourself during the recruitment process. Hiring new agents should be approached with the same care that you use when handling customer service inquiries.

  1. Write realistic job postings.

It’s common for job postings to have a lengthy list of “must-haves” for job seekers. However, a lot of these “necessities” are based on corporate boilerplate information instead of actual, meaningful job requirements. It’s better to list just the necessary minimum requirements for the specific role you need to fill. Get rid of any cognitive, personality and behavioral requirements that won’t actually impact job performance. It’s likely that there are agents out there who would be a great fit for your contact center if only they didn’t have to meet a multitude of extraneous prerequisites.

  1. Screen call center candidates for specific job roles.

Some characteristics will be important for contact center hires across the board – communication skills and critical thinking, for example. The rest of the screening and assessment process, though, should focus on how each job candidate will fit the specific role you need to fill. A person interviewing for a sales position should demonstrate skills of persuasion and the ability to convert. A person interviewing for a customer care role should showcase their empathy and their knack for problem solving.

  1. Take advantage of technology.

Finding the right agent is partly a numbers game. The more agents you can attract and consider, the more likely it is that you’ll find the ones who are right for your contact center. Expanding your reach means you’ll have to consider alternatives to traditional hiring practices. Consider interviewing some agents virtually. There’s even cloud software that can record answers, making it easy for you to sift through candidates when you’re ready to take the next step.

Agents are the heart and soul of the contact center. State-of-the-art equipment and brilliant cloud software will never be able to replace quality agents.

4 Skills to Look for When Hiring Contact Center Agents

 

Today’s customers are highly informed, which makes their customer service expectations more lofty than ever. In order to meet this demand, contact center agents must be able to provide fantastic customer service. Their skills, namely communication and critical thinking, need to be up to par in order to create a positive customer experience. While training will help refine certain skills, the first step is to recruit the right agents. When you hire agents with appropriate skill sets and characteristics, the training process will be that much more efficient and effective.

There’s not a one-size-fits-all type of agent to look for, but there are key characteristics that will indicate whether or not a job candidate will be a good fit for your team.

  1. They show interest in every facet of the job.

The best employees are motivated and driven to perform well. Look for agents who have baseline technical knowledge that pertains to the industry; the ability to multi-task in a fast-paced environment; engaging and pleasant communication etiquette; and the ability to stay calm and clear-headed in a stressful situation.

  1. They pay attention to detail.

Contact centers are busy, hectic places. Agents have to stay present and focused on their task without getting distracted by the next conversation over. Look for agents who understand how important it is to consistently deliver the best customer service possible to the person on the other end of the line.

  1. They’re solution-oriented.

When faced with a problem, the best agents will go above and beyond their generic job description. They won’t buckle under the pressure of a complex or difficult query. Instead, they’ll be happy to face the challenge. Consider searching for seasoned contact center agents who are confident in their skills and who think outside the box.

  1. They truly listen to the customer.

Contact center agents should always put the customer first. Instead of repeating what it says on a script, great agents listen to what the customer has to say before deciding on the best course of action. They understand that customer service is a two-way conversation. Contact centers handle the same questions all the time, but standout agents are willing to personally cater to each customer.

Hiring great talent is an excellent first step. To get the most out of your agents, create an incentive program and reward your team members when they go above and beyond their job description. Also, ensure that every agent is equipped with the tools needed to effectively do their job. Excellent agents will continue to perform their best when they feel supported.

7 Tips for Creating a FAQ Page

7 Tips for Creating a FAQ Page

FAQ pages help customers find answers to their most pressing questions without requiring them to contact customer service. Self-service is used to troubleshoot without placing extra stress on contact center agents. However, a poor FAQ page can frustrate the customer and require them to call in for live help. Here are seven ways to make sure your FAQ is doing its job.

  1. Give customers something to focus on.

Customers don’t necessarily know how to find what they’re looking for on your website. This is why you need to create focal points on the FAQ page. Instead of having a laundry list of the most recent searches, include links to the most frequented help pages. You may also want to add a box with the top five or ten most common help desk questions. Visitors should also have a way to search for their query.

  1. Include a search box.

There’s nothing worse than going to a company’s FAQ page and having to scan a long list of questions to find the one you need answered. Put a search box at the top of each page so customers can quickly find what they’re looking for.

  1. Make the text readable.

Tiny text is difficult to read, especially when someone’s viewing it on a smartphone. If your customers can’t read your advice, they’re going to contact customer service.

  1. Write natural titles.

Titles don’t need to be long and superfluous. Don’t use company speak or technical terms that the average customer isn’t going to understand. Instead, create titles that sound like the customer’s language. For example, “How do I use backup my computer?” is a simple question a customer might ask.

  1. Make sure to solve the problem.

If a customer ends up on your FAQ page and finds the link to an article titled, “How do I backup my computer?” the content on that page has to actually answer the question.

  1. Limit FAQs.

FAQs need to be limited in two ways. First, the answers themselves need to be short and to the point. Second, the number of FAQs you list in your help center should be trimmed down to just the necessities. While you may think that every single detailed question needs to be included on your FAQ page, there’s such a thing as too much information. When you offer too much help, customers have a difficult time finding what they really need. Customers don’t need to be overloaded with information; they need to find the one answer to the one question they have.

  1. Update the FAQ database regularly.

It’s necessary to tweak FAQs on a regular basis in order to stay relevant to what customers are looking for. Use data to determine which questions are being asked most frequently and which FAQ aren’t fully answering the customer’s question. Additionally, remove any FAQ that are no longer relevant to your current selection of products and services.

Here’s Why Customers Prefer Self-Service Over Customer Support

Just about everyone can relate to a maddening self-service experience. Let’s say you simply cannot figure out how to work something, whether it be your smartphone, a website or a new toy you bought your kid. After searching online for an hour, including poking around the brand’s website, you haven’t gotten even one step closer to solving the problem. You want to find the answer on your own instead of calling customer support, but the answer isn’t anywhere to be found.

Creative.virtual.agent2016.jpgWhile today’s customers prefer self-service, it cannot get in the way of stellar customer service. When self-service fails, customers will – often unhappily – turn to live customer support. Even if that customer support is quick and outstanding, the customer who wanted self-service has still been let down in some way.

Self-service goes beyond allowing customers to do something, such as pay a bill or look at their order status. It also helps customers solve problems and handle their own troubleshooting. The success of self-service depends on how well customers can fix their problem without requiring customer support. In this way, self-service has evolved to also include self-support.

Self-support has an extra self-service layer that customers like: they get to learn while they troubleshoot. Instead of having someone handle the issue for them, they can fix it themselves and also find out what to do should it happen again. In the long run, being taught how to fix a problem is more worthwhile than having someone fix it for you.

Contact centers that understand what customers want create self-service tools that enable them to resolve problems. In order to do this, it’s necessary to know which problems your customers face and to break those problems up into targeted groups. Different audiences may face different problems, so each audience will need its own way of using the self-service base. For example, tech-savvy experts will have an easier time troubleshooting a smartphone problem than a brand new smartphone owner will.

Self-service tools have to be usable for both novices and experts while encouraging both groups to take advantage of what’s available to them. These tools should also be intuitive – customers shouldn’t have to overcome a learning curve just to use the tool. Here are five more tips for designing a useful self-service and self-support tool:

  1. Offer both basic search and advanced search functions so that customers can narrow down results based on filters.
  2. Icons or product images should be used at the beginning of the self-service experience so that customers can easily identify and select the support category they need.
  3. A majority of customers will be looking for the same information (think about the FAQ agents answer on a regular basis). Make it easy to find this information by having a “Top 10 Help Articles” list front-and-center in the self-service support center.
  4. Eliminate dead ends. The customer shouldn’t have to start over from the beginning if they don’t find their answer through self-service. Let them transition from self-service to customer support. Make sure that your system has captured their information so that they don’t have to verbally repeat the problem and the steps they’ve already taken.
  5. Make sure self-service is optimized for all devices.

Self-service certainly has its positive side, but it only retains its merits when it actually works. The standard of customer service still reigns supreme – the preferred mode of accessing that customer service is what’s changed.

How RPA and AI Work Together in the Contact Center

There’s not a question of if robotics will impact contact centers; the question is how they will impact them. One the one hand, some people believe that robots will one day take over the complete job of the contact center agent. On the other hand, some people believe that robotics, no matter how advanced, will never be as skilled as humans are at dealing with customers. The true future is somewhere in between the two schools of thought.

Two Types of Robot Technology for the Contact Center

There are two primary types of robot technology that contact centers utilize:

  1. Robotic Process Automation (RPA): RPA refers to software that mimics work that is usually done by humans. This software costs less to run than the cost of live agents and it’s often more reliable and accurate than work performed by humans. To employees who carry out a lot of administrative processing and repetitive work, RPA may be seen as competition.
  2. Artificial Intelligence (AI): AI, a type of software that’s considered to be more clever than RPA, can understand unstructured data, like emails from customers. (While RPA may be able to understand some customer emails, they need to be structured, such as a form with specific fields.) Additionally, AI can evolve and self-learn; it gets smarter as it continues to carry out tasks.

While RPA and AI perform quite differently, the effect on the contact center is the same: agents are no longer required to perform certain tasks. However, this doesn’t mean that all elements of the contact center can be replaced.

The Benefit of Telephone Customer Service

Multi- and omni-channel contact centers offer various types of communication, including email, online forms, live chat and social media. Despite these numerous communication channels, many customers still opt for the telephone. There are benefits to speaking with a customer via the phone, including:

  • Complex issues can be worked out on the phone, where as they may not be able to be fixed over email or live chat.
  • Agents can take subtleties, like tone, into account.
  • There’s a good opportunity for First Call Resolution.
  • Up- and cross-sell opportunities can be quickly identified and acted upon.
  • Angry customers may have a better chance of being calmed down when speaking with someone live.

Overall, the more time a contact center agent spends speaking with a customer who’s upset or who has a difficult, in-depth question or problem, the higher their satisfaction rate will be. However, when agents have to spend time on less-urgent queries, they don’t have time to personally handle urgent calls. This is where AI and RPA can work together to ease the burden placed on agents.

How AI Works Alongside Agents

When AI software is part of a contact center’s help desk, it works alongside the team of live agents. This way, it can continue to learn how to handle customer queries. If a query comes in that the AI software is unable to deal with alone, it knows to direct it to a live agent. It will then listen to how the agent handles the query and learn for itself how to deal with that type of issue. In the future, the software may not need to pass the query along to an agent because it’s learned how to handle it on its own. While AI won’t likely be able to handle every type of complex issue, it will be able to field several queries so that agents can spend more time on the most challenging issues.

How RPA Provides Back-End Assistance

While AI and live agents are directly working on customer queries, RPA can do a lot of the maintenance and processing on the back-end. For example, instead of the agent spending extra time to wrap up a call, enter customer data and send notes to various departments, that work can now be automated thanks to RPA. Again, like AI, this type of automation frees up the agent to speak to more customers.

How AI and RPA Work Together

AI technology is able to read emails and queries from customers and extract important information. That information is then either directed to a live agent to deal with the issue personally or it’s passed along to RPA for processing. AI does more than find facts and data in emails, too; it also can figure out the customer’s sentiment, including sarcasm.

Let’s say a customer emails customer service to say that the WiFi connection wasn’t working on a certain train that traveled from City A to City B. AI will be able to understand the issue at hand and extract important information. It will work with RPA to find out if other people have made similar complaints, if the emailing customer has filed this complaint before and if they are a VIP who should be given extra attention. Once the customer’s query is routed to the agent, they’ll get the original customer email along with all other relevant information. Or, if this is a common complaint that techs are already working on, the entire process can be automated by auto-refunding customers for their train tickets.

Contact centers benefit the most from a combination of AI, RPA and human agents. With the advancements of human-free processing, information is processed quicker, cheaper and more accurately than before. Live agents are then available to speak with customers who truly need one-on-one attention.

The Rise of Customer Communities

Magentrix_Logo2013

Let’s face it, customers have changed from the past.

The evolution of technology has allowed the communication lines between customers and businesses to come closer together, creating a 2-way stream rather than communication being one-sided. Because of this, customers are able to interact and engage with businesses to express their comments and concerns more easily, therefore businesses have been able to provide better service and experiences back in various ways. Companies are now taking advantage of this new customer reality by creating new features and becoming more skilled at involving their customers in different processes. Social media, online forums, and live chats have all emerged from this shift in order to provide the best experiences for their customers.

CRM Tools

The introduction of Customer Relationship Management (CRM) tools have been the key to success for businesses looking to create and maintain relationships with customers more efficiently. It is where all their customer data is located, sorted, and centralized to access easily. Over the years, CRMs have evolved into much more than just a one-way track for managing customer data. Since they allow businesses to track every step of the customer experience, they are able to improve their services quicker and grow much faster. The quality of the customer experience has never been more important for a business’ success, and now the concept of self-service is becoming a norm to provide efficiency. Self-service allows customers to be resourceful and get what they need without having to go through support staff.

Customer Communiti

The combination of CRM, customers, and self-service can get hectic and disorganized. In order to centralize everything in one place, customer communities have grown in popularity. Customer communities allow you to centralize all your customer data in a single place, where you are able to track and manage customers accordingly. They give your customers the ability to access important business data on their own, while maintaining engagement with your business. Customer communities have the ability to strengthen relationships between customers and your business and foster stronger communication ties. Through the implementation of self-service actions, customers are able to access shared documents, access their personal information, and even help other customers through the community. Some common use cases for customer communities include:

  • Customer support (such as a help desk or knowledge base)
  • Customer training (such as onboarding or educating your customers)
  • Customer feedback, ideas, and social collaboration

To implement a customer community in your strategies, you need to make a choice: Will you build your customer community or buy it from a third party vendor?

In-house solutions vs. Third-party vendors

In-house developed solutions require help from the internal IT team to build from the ground-up. Building a custom product requires time, energy, and resources from everyone in the company in order to ensure that the portal meets all their business needs. This could take more time than needed because the people working on the product as well as their daily workloads would find it hard to balance everything.

On the other hand, third-party solutions are developed by vendors who specialize in creating portals for different use cases. These solutions come with pre-built features and specific subscription pricing depending on what that business requires. The developers from these vendors work together with those in the business to fulfil their needs and take on the responsibility of keeping the portal up and running whenever there is a need to upgrade or do maintenance.

From simple customer support to full self-service

Technology is rapidly addressing the growing importance of creating customer communities because of the “new customer”. Engagement is key when developing relationships, and customer communities could do just that. Bringing your customers together in a centralized location to access the information they need grants them autonomy while still feeling engaged. Features such as customer support, customer training, and allowing customers to provide feedback, ideas, and collaborate together will create a positive customer experience. Building customer communities is the key to creating value and exerting positive relationship management between businesses and customers. The rise of customer communities is upon us and it’s time to embrace it.

About Magentrix

Magentrix Solutions (www.magentrix.com) redefine collaboration by connecting communication, engagement and learning in one secure place. We go beyond sharing content by enabling your employees, customers and partners to work with the data that runs your business. With a centralized solution for collaboration, everyone is more engaged, efficient and productive.

 

The Benefits of Robotic Process Automation in the Contact Center

 

Robotic process automation (RPA) is an umbrella term for advanced systems that can be programmed to carry out a number of tasks that were previously done manually. RPA is not one specific tool. Instead, it’s a type of technology with various programs available. Each program has its own strengths and some are specifically designed for CRM work. This technology helps contact centers achieve more while delivering a better customer experience.

Robotics automate the repetitive, rules-based actions that contact centers perform manually on a regular basis. These tedious, routine processes are important – they make up the basic operations of the contact center – but they take up time that can be better spent on more pressing tasks. RPA is valuable in a number of ways:

  • Boosts agent efficiency
  • Enhances the customer experience
  • Raises contact center ROI
  • Reduces workload
  • Lowers training costs
  • Eliminates human error
  • Improves quality and accuracy of work
  • Decreases customer interaction times

Automating and Streamlining Data with RPA

There are numerous kinds of contact center processes that can be automated, including customer information and order history updates. Processes can be automated at the time of transaction as well as in a batch at one time.

Many contact centers face the same problem: during a customer interaction, the agent needs to gather account information in order to find out about the order history. Once they have the customer’s information, they have to start a new process to look at the customer’s order history and other information, such as if a support ticket has been filed or the status of the order. With RPA, the agent can get all of this information as soon as they look up the customer. The process is simpler for the agent and the customer can spend less time with customer service, which increases customer satisfaction.

Working with different systems can also be problematic in the contact center. For example, if one system is used for CRM and another is used for orders, it can take time to transfer information between the two. Agents have to transfer all types of information back and forth, like order status and call logs. This data has to be transferred quickly and accurately so that records are always complete. With RPA, exchanging information between systems is easy because it’s done automatically, no longer requiring agents to handle it manually. Contact center agents have to enter information just one time and it will sync across all systems immediately.

The Difference Between Standard Automation and RPA

RPA is called a lot of things, including intelligent automation and smart automation, but it’s important to understand the difference between standard automation (doing the same task over and over) and RPA. RPA is more similar to artificial intelligence than to standard automation. With standard automation, you can do things like automate workflow and auto-update data between systems. With RPA technology, though, various CRM systems are synced, data is manipulated, reports are reviewed and problems are flagged. Plus, RPA software has the same security and access as your contact center agents, with the added benefit of being able to work uninterrupted. According to the Institute for Robotic Process Automation, it’s like the difference between a car’s cruise control and a completely driver-less car. Cruise control can automate a certain process, but it can’t adapt to the environment. A driver-less car, on the other hand, can identify the current conditions and adjust to meet those changes. In the same way, RPA adjusts for changes by following the set of rules you give it during the programming phase.

What You Should Know About Programming RPA Software

RPA is separate from your other CRM applications and systems, but it can be easily altered to communicate with those systems. Human work is necessary for both maintenance and quality control. If one of your contact center systems is updated, the RPA software should be adjusted to make sure it continues to perform the related tasks correctly. Most RPA software doesn’t require coding knowledge to program; it simply needs you to have a clear understanding of contact center processes and workflows. RPA is scalable and can grow along with your contact center.

What Does the Customer Experience Mean to You?

What Does the Customer Experience Mean to You?It seems like a simple question, but it comes with a complicated answer. Most organizations would pledge their goals accordingly, “Our mission is to provide the best possible customer experience to our customers”. There’s a huge problem with that statement. These organizations claim to focus on exceeding customer expectations, but aren’t very effective in executing their mission. While, some companies are doing a great job, but I’d bet my last dollar that most have not reached their goals. Why? Well that’s a simpler answer – lack of knowledge.

The organizations who cannot perform are the ones who aren’t maintaining a constant focus on the customer experience by staying on top of the latest trends and innovations. If you fall in this bucket, here’s your opportunity to improve (it so happens to be your lucky day). On June 16th at 2:00 PM ET / 11:00 AM PT CRMXchange will be hosting a webinar featuring three leading trends aimed to solely improve the experience you offer to your customers.

Here’s a synopsis of what they’ll be talking about:

Tech Tank – Innovations and Trends to Enhance the Customer Experience

Customers believe they’re entitled to personalized, competent service, and know they should be able to connect with a company over any channel they prefer, maintaining context throughout the entire communication process. They expect personalized, consistent and accurate engagement anytime, anywhere.

Too many companies still struggle to offer an experience that meets rising expectations at a cost that makes business sense. The consequences are unacceptable CSAT scores, and stories of poor service experiences are spread across social channels that can irreparably damage a brand. But it doesn’t have to be that way.

Learn how organizations are taking advantage of cost-effective innovations and techniques to deliver consistently satisfying customer care.