Transforming Your Customer Experience

How a contact centre can help your customer service teams meet (and exceed!) customer expectations.

In Partnership With Gamma, March 28, 2022

In Partnership With Gamma

March 28, 2022

Happy Customers = Happy Business

In 2022, customer expectations are higher than ever. Clients at any business now expect instant, personalised service from a real human, (without endless hold music to listen to), and they want to be able to reach out for support using their preferred communication channel.

If your customers can’t speak to you quickly and efficiently, they WILL head to competitors who can offer the service they need.
To highlight why it’s so important to focus on customer experience, recent research into customers happy with their current providers has shown that:

52%

would pay more for a speedy & efficient customer experience.

64%

are more likely to recommend a brand when it provides simpler communications.

71%

recommend a product or service because they received a “great experience”

52%

would pay more for a speedy & efficient customer experience.

64%

are more likely to recommend a brand when it provides simpler communications.

71%

recommend a product or service because they received a “great experience”

You might not think your business needs a Contact Centre – but the truth is, thanks to advances in technology, cloud contact centre solutions are now less complex, more affordable, and suitable for businesses of all sizes!

Here are some common customer experience issues a cloud contact centre can help solve: 

Choice is Everything

Customers prefer to use the channel they trust.

In this current era, where 68% of customers use more than three channels to interact with customer service, managing ALL communications into your business is essential. Missing a call, email, web chat or social message from a customer who needs support could have punishing consequences for your business’s reputation – word gets around quickly following a bad experience!

It should also come as no surprise that 60% of customers value the ability to resolve issues quickly as the top aspect of a good customer service experience. Waiting for support is the worst use of time, and is sure to result in an increased level of dissatisfaction.

Phone Calls

Emails

Web Chat

Our Recommendation

Manage your communications with a Cloud Contact Centre.

Making it easy and convenient for your customers to get support using the channel THEY prefer, (such as live chat on your website), is a great way to retain loyalty and show that your business is listening to their needs.

Introducing a cloud contact centre into your support teams will enable them to answer all incoming communications from one centralised hub. Agents can also keep track of communication history – giving your customers assurance that your business knows who they are, and values their individual experience.

See how Cloud Contact Centres work:

Time Is Money

How long does it take for your customers to get an answer?

The old saying, “Time Is Money”, is more relevant in today’s service-driven world than ever before. Customers receive instant responses in every other aspect of their life, so now expect it from the businesses they choose to use.

With the rise in remote working, customers value the option to multitask whilst speaking to businesses, while also having the option to seamlessly switch from call to webchat, or from email to call – is this something your business can currently offer customers?

When asked, your business needs to be able to confidently answer the question; “How long will I have to wait before I speak to someone?”. If you can’t answer this, regardless of how they choose to get in touch, how can your customers have faith that you’re there to support them?

Compared to their competitors, customer experience driven businesses boast:

1.4x

Revenue Growth

1.7x

Customer Retention Rates

1.7x

Customer Lifetime Value

Our Recommendation

Implement a solution that delivers full visibility of communications.

Customer demands may have changed, but fortunately, so has the technology available to support your business!
A cloud-based omnichannel contact centre solution can give you the competitive advantage you need, through powerful in-built features such as:

  • Report on performance across multiple channels: Email, Web Chat, Phone, Social Media.

  • Automatically assign customers to the agent best suited for their needs.

  • Access customer records whilst speaking to them – for instant visibility of past contact.

  • Use automated phone surveys to gather instant, up-to-date customer feedback.

    Recognising ‘Good’ Service

    Delivering excellent service requires a plan.

    When reviewing how your customer service or support departments handle communications, it’s important to ask: “What does good service look like?”

    This will help your business determine what is currently working, where there is room for improvement, and what solutions you need in place to guarantee customer satisfaction!

    Research from our communications partner Gamma has shown that:

    • 55%

      of customers think long wait times are the most frustrating aspects of a bad service experience.

    • 68%

      find it annoying to have their calls transferred to a new agent.

    • 33%

      ended a relationship with a brand because their experience wasn’t personalised enough.

    • 55%

      of customers think long wait times are the most frustrating aspects of a bad service experience.

    • 68%

      find it annoying to have their calls transferred to a new agent.

    • 33%

      ended a relationship with a brand because their experience wasn’t personalised enough.

    Customer Support Checklist

    • Friendly support agents.

    • Low waiting times.

    • No transferred calls.

    • Accurate customer records.

    • Multiple support channels.

    • Quick resolution.

    Our Recommendation

    Work with an experienced communications partner.

    However, while these suggestions are all a good starting point, we understand that not all businesses are alike. Your customers’ specific needs may not be the same as others, and they may have extra expectations from your support teams.

    That’s why choosing a communications partner with experience designing bespoke solutions is vital. As an award-winning supplier of business communications, for over 30 years Welcomm have helped organisations of all sizes across the UK transform the way they operate.

    Our Solutions Specialists listen to your needs before recommending a solution, and our dedicated Solutions Delivery team work directly with your staff to ensure your business gets the most out of its upgraded technology.

    Hear from our customers:

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