Today, call centres and customer service agents face a paradox. On one hand, there has never been more technology and tools at their disposal, on the other, with so many tools available, it is hard to know which to use and how to effectively utilise technology to create an effortless customer experience.
For most customers, successful interaction depends less on the agent going “above and beyond” the expected level of service, and more on the level of effort the customer has to exert in order to receive the desired outcome. This means the best contact centres solutions are not necessarily those that delight their customers; but rather, those that use technology to create an effortless customer journey.
So how do we create this effortless experience?
Here are three ways to create effortless customer service that will improve customer experience and generate loyalty and revenue for your business.
Integrating your CRM with your cloud contact centre solution can transform CRM technology from a passive information collection program, into a powerful tool for creating a personalised customer experience. By collating customer information across various touch points, an effective CRM integration can allow your contact centre to track your customer’s journey throughout the purchase and post-purchase process, and monitor the interactions they encounter along the way. This is crucial information for creating an effortless customer service experience, allowing your agents to engineer service experiences to be as low-involvement as possible. It is also possible to understand exactly how customers interact with your business, and how to reach them on their terms through multichannel communications.
The best thing a call centre can do to improve their customer service experience is make the act of initiating contact as effortless as possible by providing multi-channel communication, and allowing the customer to communicate on their terms, in their own time. It’s about giving the customer the power to manage their experience and level of engagement.
The most successful call centres will go beyond making it easy for customers to initiate contact using their preferred channel, by allowing customers to select the channel that best suits them. For example, choosing web chat to communicate a simple, quick query or issue and resolving the issue instantly, or calling agents for more complex issues that requires a deeper level of engagement.
Nothing sabotages an effortless customer experience faster than having to repeat information multiple times to different agents, or even the same agent, during a service interaction. It’s frustrating, time consuming, and can destroy any good work put in by a service agent in seconds, as soon as they’re passed onto a different channel. It’s a common problem in customer service – and one easily avoided!
CTI empowers agents to proactively manage the perceived level of effort a customer feels during a service experience. No more time wasted repeating details that are easy for your company to record and use, no more meaningless switching of channels to finally reach issue resolution. Instead, agents can simply engineer the experience by opening with an acknowledgment of your customer’s issue, then jump straight into a positive resolution.
Check out ipSCAPE’s cloud contact centre solution here and talk to one of our team members to find out how you can improve your customer journey.