Every firm in present scenario understands how finest customer experience can pave the way to the goals effectively. Usually people consider the customer experience to be synonym of customer service. But actually, customer service is something offered from company’s end whereas customer experience is what customers feel about the service.
Therefore, it should be prime goal of every call center to focus on customer experience to make sure that the loyalty is maintained for longer duration.
Here are some techniques that can turn average experience into finest one for the end customers.
Make use of call back technology
In this technology, customers leave a message and companies call them back whenever the agent is available. This is suitable for all customers (especially the busy ones) as they don’t have to wait in long queues. This way, you not only make the experience delightful but also increase the chance of customer retention.
Properly design IVR menus
Interactive voice response (IVR) plays a big role in deciding the experience of customers with a brand. Companies can optimize it by limiting the number of options to four (or maximum five if necessary) including an option to contact live agent at each level. Also, keeping the most common choices first also makes sure that the customers are able to use them easily.
Acknowledge customers after receiving the feedback
Usually, customer support service providers use customer satisfaction surveys and feedbacks to improve the level of customer experience. You can move a step further by sending a ‘Thank You’ message through email or phone after receiving feedback from their end. The message should be sent immediately even if the feedback by the customer is not positive.
Offer proactive approach
Customers will love your service if you provide them information much before they call your number. You can send personalized email messages or pre-recorded voice reminders related to account balance, status of the order and payment reminders etc. This will not only improve the level of satisfaction but will also decrease the call volume especially during peak time like holiday rush.
Offer multichannel support
A huge section of millennials prefer using social media and live chat to get their queries resolved. Also, a big set of customers use email to send complaints or basic queries due to trust factor associated with it. Therefore, companies must adopt multichannel customer support approach so that each segment of customer receives a memorable experience. Companies must make sure that response should be made on the same channel through which the customer asks the query.
Give emphasis on product knowledge
A customer support agent can resolve majority of the queries if he/she has extensive knowledge of the product or service. Therefore, call centers must design training modules by including in-depth details associated with the product/service. Customer support department can also take help of other departments of the company to enhance the knowledge of the agents.
Conclusion
Several renowned contact center services provider already apply the above discussed techniques to ensure that experience of the customers is delightful. This makes sure that the company becomes trusted brand among target group of customers.
