A Sponsored Article by Avtex
Attracting and maintaining loyal customers is one of the great challenges facing any service or product provider.
Quality customer service starts from within your organization. The strategies you create to interact with customers, the training you provide agents, and the technology you use to facilitate communications all play a large role in the success of your customer experience (CX) and the overall satisfaction of your customers.
Consider an organization that you think is easy to work with. Which businesses come to mind? Amazon? Progressive? Zappos? Did your organization make the list?
If your own organization didn’t immediately come to mind, it may be helpful to examine the key aspects of your customer interactions. By doing so, you will gain invaluable insight into your strengths, as well as the areas on which you need to work.
We recently published a whitepaper, called “The Top 10 Ways to Tell if You Are Easy to Do Business With,” which discusses the top 10 areas to review when trying to determine if your organization is easy to do business with.
We’ve broken down three of those areas here:
Comprehensive CRM
Today’s consumer wants you to know who they are, and which products or services they use. Effective and comprehensive Customer Relationship Management software is the only viable way to gather and track key customer information. Without an effective CRM, your agents lack the information needed to offer the familiarity and effective assistance that the modern consumer demands.
Empowered Customer Service Agents
Resolving customer issues on first contact quickly builds loyalty and improves satisfaction. Empowering your customer service agents to make decisions and take actions to resolve a customer issue improves the chances of solving the customer’s issue on the all-important first contact. Without some amount of authority, agents must involve supervisors or managers, which can frustrate customers, especially when they are forced to repeat their issue or continually identify themselves.
Streamlined Processes
Making the effort to streamline processes involved in your CX efforts is vital to customer satisfaction. Processes such as payments, account updates and service requests can cause frustrating delays during customer interactions without careful planning and continual monitoring. As your processes become more efficient, so, too, do customer interactions.
The easier you are to do business with, the better your chances of creating and maintaining a satisfied and loyal customer base. Conducting a thorough review of the many facets of your CX efforts is one of the most effective CX programs possible. If routine reviews are difficult to conduct internally, consider using a third party to conduct the examination.
Avtex offers a thorough and impartial CX review program, known as Experience the Experience, which will help you understand the ways you can maximize customer touchpoints and improve the effectiveness of your CX efforts.
About Avtex
Avtex provides professional services and customer experience consulting encompassing a full 360° suite of solutions including user experience design, application development, unified communications, contact centers, portals, business intelligence, and customer relationship management. Driven by technology know-how and passionate about customer experience, Avtex is uniquely qualified to help clients deliver exceptional experiences to their customers using technology.