Transforming Your Customer Experience
How a contact centre can help your customer service teams meet (and exceed!) customer expectations.
In Partnership With Gamma
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%
64%
71%
52%
64%
71%
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:
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
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.
Our Recommendation
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:
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Report on performance across multiple channels: Email, Web Chat, Phone, Social Media.
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Automatically assign customers to the agent best suited for their needs.
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Access customer records whilst speaking to them – for instant visibility of past contact.
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Use automated phone surveys to gather instant, up-to-date customer feedback.
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:
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55%
of customers think long wait times are the most frustrating aspects of a bad service experience.
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68%
find it annoying to have their calls transferred to a new agent.
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33%
ended a relationship with a brand because their experience wasn’t personalised enough.
