Providing an effortless experience for customers might seem easier than ever—after all, customers enjoy a wealth of service channels that previous generations could only dream of. Self-service, email, live chat, social media—with so many options for assistance, customers simply need to choose how they want to get help, right? Well, not exactly. Here are a few keep-in-minds for you.
1. Don’t underestimate analytics:
Using data to create an effortless experience for customers goes beyond solving an immediate problem—it can also help organisations improve operational efficiency.
Funnelling data into a robust system of dashboard reporting can also help companies manageKPIs such as customer satisfaction levels, ticket deflection ratio, and other organisational metrics.
2. Improved self-service, better agent assistance:
Organisations that analyse how customer-service issues were successfully resolved can, in turn, put that data to use in ever-evolving self-service channels, and internal knowledge management systems.The same data can be used for agent training.
3. Overcoming disconnected systems:
Contact centre agents often wrestle with multiple screens in an effort to form a complete customer profile that “provides the opportunity to deliver individualised and contextualised customer experience.” Legacy systems combined with data culled from social networks and media can result in a convoluted environment that can make the customer experience anything but effortless.
4. Context is everything:
Data plays a huge role in helping agents and organisations understand the state of their relationship with a customer.
Has the customer contacted the company before about the same issue?
Which products and services do they use, and how long have they been a customer?
By effectively capturing and using data like this—either through multiple integrated software systems or even a single SaaS tool—companies can remove friction from interactions and help agents work more efficiently.