When a discussion around customer experience is taking place, the conversation is usually around tactics or best practices which are important components of a great experience. Equally important is connectivity, which can take on many forms.
Connectivity to your customers, internally within your organization, industry trends, and news are a few of the many ways connection matters. Being where your customers are and connecting with them is more important than ever, so how do we accomplish that? Here are some steps to take in making connectivity a priority.
Understand Your Customer Needs in The Contact Center
Before you can make connectivity a priority in your customer experience in the contact center, you need to understand what your customers expect and need from your products or services. This will require you to listen to their feedback, conduct surveys, and analyze their behavior to identify any areas of frustration or difficulty.
Asking for feedback and comprehending what they need is important to form that connection. Understanding your product or service’s impact on their business or life can transform your relationship with your customers from transactional to becoming part of their business.
Invest in Technology Not Just Contact Center Technology
Investing in the right technology is essential to improving connectivity in your customer experience. Evaluate customer-facing channels such as:
- Website: Make updates to your website and constantly evaluate the user experience to make sure it is easy to navigate and find information.
- Mobile App: Customers want answers now and have their phones with them wherever they go.
- IVR: Interactive Voice Response can be a catalyst (when set up correctly) or an obstacle (not optimized or connected) to a great customer experience.
- CRM: Having a robust, intelligent, and connected CRM to your platforms saves time and improves connections with your customers.
These are a good starting point for evaluating some of the ways customers choose to connect. Will they like what they see or experience? Seeking feedback enables you to see your business through the eyes of the customer and gives you a great perspective.
Provide Multiple Customer Support Channels
Customers prefer to communicate through various channels, so it’s essential to provide multiple options for them to connect with you. 30 years ago, when contact centers were known as call centers, it was relatively easy, to phone, mail, and fax. That was the list. Now we have:
- Social Media
- Self Service
- What’s App
There are several more however the point is that the world we live in can be a sword that cuts both ways. The great news is that there are more ways for customers to connect with us than ever. The challenge is that customers have more ways to connect than ever before.
The diversity of ways customers can connect illustrates the need for an omnichannel contact center that enables you to be where your customers are and answer their questions. In today’s world, you are as valuable as you are visible, and visibility leads to connection. Having the right technology in place allows you to be present with your customers.
Respond Quickly to Customer Needs
Customers expect quick response times, particularly when they have an urgent problem or question. Continuing training and education allows your customer service team to respond promptly and with accurate answers.
Automation can answer a good portion of customers’ questions. Like anything, you get out of it what you put in, so taking time to understand the most common issues is the fuel for a well-optimized automated solution. Additionally, by integrating your CRM with your platform, consider using automation to route inquiries to the appropriate agent or team.
Consistency Matters in The Contact Center
Customers want consistent experiences across all channels and touchpoints. To achieve this, ensure that all customer-facing teams are trained to deliver a consistent brand message. Having different answers to the same question can cause confusion and an erosion of trust, something to avoid at all costs.
Consistency in messaging is important, as is consistency in customer experience as well. If someone reaches out at 8 am they should be able to receive the same level of service at 5 PM. Workforce Management solutions, automation, and some form of outsourcing for overflow (or more) traffic are all deployable strategies to ensure consistency regardless of the timing or medium of the customer’s choosing.
Where to Start Your Customer Experience Journey
By prioritizing connectivity in your customer experience, you can build stronger relationships with your customers, increase brand loyalty, and ultimately drive business growth. If you are looking for someone to help build a plan or strategy or just lend an ear on where to begin, speaking with the experts at InflowCX is a great first step.