Customer service takes place when, at any time, a company and its employees serve a person who is buying, considering the product or service, or has a problem or complaint. Whatever the occasion, customer service is the most important in ensuring a good customer experience.
No matter how large the company, customer service managers become the face of the brands, which means that every efficient and prompt service performed translates into a customer experience that helps determine customer reputation and loyalty.
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The importance of CX today
For decades, companies have simply used metrics and KPIs to measure efficiencies, such as the number of calls answered, call duration, and resolution rates.
But now that organizations are focusing their efforts on customer experience, it follows that these metrics and KPIs must take a more customer-centric view.
Brands are now looking for ways and technology in which their key metrics can measure overall contact center performance and gather actionable information that can improve agent performance while listening closely to the Voice of the Customer.
Best practices for improving customer experience
Offering quality customer service doesn’t just mean hiring new employees, but in many cases, it is about carrying out some best practices that make you get closer to your customers’ needs. Here are 4 practices you can implement to improve the customer experience:
Getting to know the customer and boosting loyalty
Listening carefully to the needs and comments made by customers during calls to customer service helps to follow up on possible complaints or problems that may arise. Listening to all this collected data makes it easier for agents to empathize with customers, improving the quality of service and, with it, the customer experience.
When customers feel they are not getting good service, they are likely to look to the competition for answers. With data collected from AI technologies such as Sentiment Analysis and Speech Analytics, it is possible to better understand customers’ needs, improve their experience and thus increase loyalty and reduce churn.
Personalization of service and offers
Through AI technologies such as Speech Analytics, it is possible to identify customers who are more likely to respond favorably to specific offers. Speech analytics can uncover buying habits and trends to determine which offers are tailored to customers’ needs and thus adjust the attention given to them, improving satisfaction and experience.
The importance of training
Training customer service teams are the foundation for delivering an excellent customer experience. Knowing the root cause of customer dissatisfaction through Sentiment Analysis and the data obtained through Speech Analytics facilitates the creation of scripts and techniques that work best with customers. Training individual agents as needed and empowering them with real scripts and quality content will lead to more effective handling of requests and queries, improving the customer experience.
Quality controls and audits
Contact Centers are or should be, extensions of the brands and, therefore, must conform to the communication methods established by the brands. It is important for customer experience and satisfaction that brands align their behavior with their messages and attitude, otherwise, customer retention and loyalty will be very difficult.
With Speech Analytics technologies, processes are automated and streamlined, and calls are analyzed according to quality templates to offer more complete feedback to agents, providing better training for them and improving the quality of service, which translates into increased customer satisfaction.
All companies are focusing on the experience as a differentiating element and competitive advantage, and that is why with the help of conversational intelligence solutions such as Recordia, companies can have a complete and objective view of what happens with customers at all points of contact, giving rise to innovation and correction of inefficiencies in the processes.
If you want to know how conversational intelligence solutions like Recordia help to improve customer experience, click here.