How to Improve your Customer Experience – Top 5 tips
Customer Experience is not a “One Size Fits All” approach and businesses today has to be agile and flexible enough to adapt to ever changing consumer and market requirements. Consumers have adopted new ways of communicating, new ways of sharing information and most importantly they have higher expectations of how they perceive experiences. Although customer experience is unique to each individual organisation, there are some guidelines and tips that can outline how to improve your customer experience. Below are our top 5 tips.
Customers today do not want engagements and interactions unless they are personalised experiences. This means no standard offers anymore, instead they want to be presented with services/products that meet their specific needs. This cannot be achieved without having essential knowledge of your customers persona including their purchase history and journey on your website. The customer wants to feel unique and valued and not like they are just another number on a list. By integrating this into your overall approach to customer experience, you can give your customers what they want without them having to tell you.
Avoid customers repeating information
Customers having to repeat information can cause frustration for both your customer and your agent. Some customers will get so frustrated that they even abandon the purchase. Luckily there is an easy solution to this problem. By using powerful Customer Engagement Solutions and efficiently routing agents, you can combat information having to be repeated therefore saving time, money and eliminating customer frustration. A CRM database saves data in real-time and will allow agents to have a 360° view of the customer. This view gives agents the power to access enriched customers’ information without asking them to repeat it again.
With the launch of the POPI act and other data privacy regulations, data protection is a must for every organisation and should be taken seriously. In order to build trust with your customers, you need to make sure that their data is secure and that necessary precautions have been put in place to avoid any data breaches. A data breach can damage the trust between you and the customer (sometimes beyond repair). This broken trust dampens the digital customer experience and therefore the exploration of new techniques of securing data are therefore essential.
The greatest gift you can give your customer is to save them time. Automated reminders avoid frustration the customers experience when being put on hold or waiting in a call queue. By using automated reminders, the call abandonment rate will decrease and the customer will be reassured that they will be called back at a later stage.
Customers are becoming more diverse in they way they shop. They now have the opportunity to swop between devices and communications. Your organisation should be able to adapt and offer great user experience on all these channels and consistency will enhance the customer experience across all these channels. The goal is to have your business engaging on all channels all the time with the information readily available for your customers.
If you would like to improve you customer experience, we have solutions to fit your specific business needs and help you achieve your goal. Do not hesitate to ask us for a demonstration of our omnichannel solution.
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