As a result, consumers have no desire to work hard in interactions with companies. They want fast, easy solutions that simplify their lives.
Here are three strategies to help you become their hero.
Be Available and Ready to Help on All Platforms
Almost every customer uses more than one communication channel, and you need to be present in all of them. Get active on social media, provide customers click-to-call and text message options, offer to call them back yourself and enable live chat.
Just as importantly, give anyone who interacts with customers as much access to cross-organization information about customer history as you can. This way, you’ll provide a personalized service that saves customers time and shows you care enough to pay attention.
Give Your Customers Visual Options
Texting, chatting and talking on the phone aren’t always the best options. Almost half of our brains’ activity is focused on visual processing, and we understand symbols much faster than we do short textual paragraphs. That’s probably why people remember 10% of what they hear, 20% of what they read and 80% of what they see and do.
It’s not surprising, then, that visual IVRs often lead to shorter handling times and less calls to contact centers than regular IVRs. Even in calls, letting customers and agents send rich media, like videos, to one another can resolve many misunderstandings before they escalate. Better yet, offer video chats to make customers feel like they’re creating emotional connections with real people instead of a faceless company.
Make Sure Your Agents are On Top of Their Game
What matters most to customers is the quality of service they receive. Consider unifying agent desktop application and automating workflows to simplify processes. Otherwise, agents will continue spending 14% of their time trying to find data from multiple applications, according to an Aberdeen Group research, instead of focusing on customers’ needs.
Agents that do that cost contact centers with 200 agents $840,000 extra a year, reports Aberdeen. Use that money for better training: Make sure anyone who interacts with customers has a deep understanding of your products’ features and benefits, plus the people skills needed to give customers an engaging experience.
Treat your team members like you’d like them to treat customers, and you’ll see them working hard to create company-customer success stories.
Read "The Mobile Customer" chapter from ContactBabel's 'US Contact Center Decision-Makers' Guide