Today’s buyers put an increasing amount of importance on the customer experience (CX). Common product or service differentiators – like features and pricing – aren’t always enough to stand out from the competition, particularly if several companies have somewhat similar offerings. However, CX can differ greatly, and that creates an opening for businesses that want an avenue for attracting more customers.
Customer perception is impacted by several factors. Not only does this include the quality and cost of your products or services, but also the quality of the customer’s interactions with your business. CX goes beyond the basics of customer support. CX isn’t just about finding the answers; it’s about delivering them in an efficient way and creating a positive experience during the journey.
If you want to enhance the customer experience, here are some provide CX best practices that can help you achieve your goal.
Create a Customer-Centric Culture
Most contact centers monitor certain KPIs to gauge employee performance. For example, call times and closure rates are two of the most commonly tracked KPIs in a contact center environment.
While these metrics should be monitored, if the targets set for employees are particularly aggressive and the penalties for missing targets are severe, your customer experience may suffer. Ultimately, a culture is created where these metrics matter more than CX
This may lead employees to make choices that create shorter call times and faster closures. For instance, they may offer resolutions aren’t sufficient just to end the call or treat the customer curtly in an attempt to speed things along. In some cases, employees may even intentionally disconnect a customer, trying to ensure their metrics aren’t harmed. In any of these cases, CX is taking a back seat.
By adjusting your approach to performance monitoring, you can craft a customer-centric culture instead. This could include favoring customer satisfaction when determining how well an employee is doing instead of just call times and closure rates. The increased emphasis on the customer’s experience gives contact center workers an incentive to focus on the customer’s needs, even if it takes additional time.
Humanize the Experience
When customers contact a company and are greeted with rigid scripts, either spoken or through a chat-based experience, the conversation feels mechanical. It gives the impression that the customer isn’t viewed as an individual and may prevent the representative from adjusting their approach, further reducing the quality of the interaction.
Having a bit of flexibility while communicating with a customer can be a gamechanger. Empathy can help your employees establish trust with each customer and showcases that they view them as being unique. Not only can this increase your credibility, but it also gives the impression that the company genuinely cares. And, when it comes to CX, this is hard to beat.
Properly Integrate Communication Channels
Not all customers favor the same communication channels. While some are comfortable with chat-based options, including interacting with a bot to find resolutions, others still shy away from these technologies. Similarly, many may want to bypass chatbots to reach a real chat agent or might need to have their contact elevated from a bot to an employee when the issue clearly falls outside of the chatbot’s programming.
If all of your communication channels are functionally silos, transitioning a customer between the options is cumbersome. This creates a fragmented (and often frustrating experience), both for the customer and contact center employees.
With an omnichannel solution, your communications channels are integrated into a single platform. This allows a customer to be seamlessly shifted between communication touchpoints while offering a cohesive experience across all of your communication channels. As a result, CX is enhanced across the board.
Ultimately, all of the best practices above can have a significant impact on CX. If you want to enhance your customer experience, considering integrating them all into your CX strategy.