Depending on the perspective from which you observe, different parts of this blog title can cause you different feelings. For instance, if you are in the customer’s shoes, on the first mention of words automation and unanswered calls you probably want to skip reading this text and go to do some interesting, humanity-colored things. Generic reactions and information are the first associations on the automation, but also true killers of loyalty and deeper relationships. Non-responsiveness, untimeliness, and out-of-date actions are the worst enemies of two-way communication and long-lasting bonds between the company and its auditorium.
Nowadays, having customer service is something that companies brag about out very loud, but effectiveness, real results, a huge number of satisfied customers are not often part of companies’ expertise. The range of ways in which a company will provide the best customer service is immensely wide, and the aim must be in accordance with the chosen way- not too ambitious, extremely clear, and achievable.
In this blog, you can find out about proven tactics and steps in timely serving and satisfying the target group of customers with the highest degree of productivity and fulfillment of both, customers and customer service employees.
CONTACT CENTER AGENT AS A TREASURY OF INFORMATION
One of the most common ways in providing live word-colored customer service is through a contact center. That is not something new or revolutionary, and there is plenty of contact center software that helps this vision… halfway. If they only serve a purpose of communication with customers, without collecting relevant data in order to provide the right information, companies remain stuck with a generic and unreliable customer-hearing department.
The sure way to overcome previously mentioned challenges is to integrate your CRM software with your Contact Center solution. It will offer the option of instant customer or prospect recognizing who called by opening their 360 profile with a history of conversations between customer and company, data about their preferences and trends in needs, important things to avoid while communicating, etc. It will save both customers’ and employees’ time, increase their satisfaction, and strengthen loyalty and reliance on the part of the customer.
CHATBOT AS A CUSTOMER ADVISOR
Some people rather like to make a written communication in order to get some specific information. It has its virtues and flaws, but automation is, undoubtedly, its middle name. In order to speed up and automate things, companies can include a reliable Chatbot platform that can serve many different channels at the same time with perfect performances. When deciding to use that platform, companies need to invest their time into creating perfectly real chatbot-customer scenarios which will remove the touch of unnatural automation. Those scenarios also need to simulate conversation tremendously personally like it is a director itself who is providing specific information. The chatbot needs to act as the customer advisor in any particular situation, on any available channel, with any specific doubt. With the right scenarios, the customer’s advisor will be able to provide personalized information, make real-time conclusions and calculations, and make you feel so pleased you never want to change the information channel.
From the customer’s perspective, the thing which is of paramount importance is to be able to rely on the ‘’company’s feelings’’ in terms of getting some recommendations. Customers know that, if it is a quality, modern and relationship-oriented company, it will give only recommendations which are completely based on all the data company collected about them. That fact makes customers feel safe and provides a guarantee for excellence in providing the experience. All of the above increases number of benefits that the omnichannel approach provides and the main one is uniformity. Uniformity is reflected through the connection of all interactions with the client on all online and offline channels in order to meet his needs quickly, painlessly, and flawlessly, which is the essence of the omnichannel strategy. It is not the same thing as multichannel strategy, which is the previous generation principle that encompasses providing the service on multiple channels, but independently, without any connection. Customer service is completely determined by the way the company tries to reach the auditorium and what data is considered in this process is something that makes a difference.
Imagine the situation: you urgently need to buy a plane ticket for a business trip and you only have a few hours to do all the things. After you made a ticket purchase on the airline’s website, you remembered in a hurry that you also have to buy additional cabin luggage, due to a multi-day stay, which you do via the airline’s mobile application. On the way to the airport, you still have hope that you will arrive on time, however, you receive a call from an agent from the company’s contact center who asks you if you want to perform an online check-in for you since there is little time left before the plane departs. The moment you arrive, you want all this information and paid services to be shown to the workers at the airport in real-time so that you can get on the plane and start the journey without harassment. This example is a true representation of a cross, omnichannel strategy that is the basis of proactively-based customer service.
EVERYTHING IS A CIRCLE
Whatever channel the company chooses for customer service, the one thing needs to be in the focus- continual improvement. It doesn’t matter if the business goes well if the company doesn’t follow any metric related to customer satisfaction. A lot of companies observe customer service as a tool that is there by default, but they don’t pay much attention to it. Constant and continual examining of satisfaction of both customers who get and employees who provide customer service is the only guarantee for exponential and growth based on real data. In the image below, there is a representation of the circular process of establishing a good practice.
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