CX Acceleration: Here is how to do it right
Ever wondered what is that one thing that can help you be your customer’s first choice? Let us share the ways shared by our customer support head, Soujanya Prabhu about how brands can deliver a superb customer experience and keep customers super happy.
A happy and loyal customer promotes your business through word-of-mouth, and advocates for your brand.
The way you think about customer experience has most likely had a significant effect on how you see your whole organization. This is just one of the many reasons why establishing and obsessing over an excellent client experience is critical.
Some figures show the importance of CX :
Companies that successfully implement customer experience projects begin by focusing on how they collect and analyze customer feedback.
Why is customer experience transformation crucial for business?
When everyone is sharing the same thing online: outstanding material, it is becoming increasingly difficult to separate oneself from the competition.
However, a competitive edge is invaluable, and customer experience is the ideal instrument for helping you stand out from the crowd. Creating an experience wows customers and assures them that they will continue to do business with you in the future. A superb experience is a valuable and distinct advantage for every sort of organization.
The primary aim is to provide a consistent customer experience across all touchpoints in order to surpass your and your customers’ expectations. By monitoring the whole client journey, you can ensure that the promise of a great experience is upheld and that you provide exceptional service.
The importance of personalized content and experiences cannot be overstated. Making each of your customers feel special by sending unique messages shows that they are cared for and valued by your company.
You will have a higher chance of establishing trust with them and, as a result, of developing a solid, long-lasting connection.
There is no doubt that customer experience is critical to the success of any business, and excellent customer experience begins with outstanding customer service.
Difference between CX and CS
Simply, customer experience refers to the whole interaction that customers have with your brand. Customer service system, on the other hand, refers to the experience that customers have when they need to obtain information, ask inquiries, solve an issue, or even make a purchase.
Customer service is one (big) component of the end-to-end customer experience in numerous ways. This is due to the fact that customer service is sometimes one of the only direct encounters that many customers have with firms nowadays, particularly online-only brands.
That is why it is critical for companies to make it simple for customers to obtain help when and when they need it, whether through a brand’s website, social media, or more conventional service channels such as email or phone.
While many people believe that ‘customer experience’ and ‘customer service are two distinct things that a company must manage, the fact is that they are inextricably linked. To be honest, even if you deliver the most beautiful and compelling omni channel consumer experience known to man, neglecting to provide similarly great customer service will quickly undercut all of your well-intentioned customer experience efforts.
The benefits of enhanced CX
Products and services are not enough to create brand awareness or acquire a competitive edge. Competitors might provide comparable products in terms of quality and pricing. The customer experience you deliver to your consumers is what sets you apart from the competition.
- Increased productivity
Streamlining procedures improves both the consumer and staff experience. This fosters a great service culture and makes the workplace a better, more productive environment for everyone.
- High retention
A better customer experience is both a blessing and a point of difference from the competition. This leads to client loyalty. A favorable customer experience assures that the consumer will have a lasting affiliation with the business and will spread positive word of mouth.
- Competitive advantage
A good customer experience may provide a significant competitive advantage. Low costs and outstanding customer service may be the company’s two primary differentiators.
- Better efficiency
Focusing on the customer experience will result in more efficient teams inside your business that help each other provide the best possible service.
Ways to transform CX
A wonderful customer experience, one that is anchored not just in the quality of the products and services you offer but also in how you allow people to connect with your brand across numerous contact points, may produce tremendous customer feedback via positive word-of-mouth (WOM) that can drive your brand in ways you never anticipated.
Here are a few ways that can be used to enhance the customer experience-
- Proactive customer service
Maybe you ordered a coat online just to discover that the retailer didn’t have it in stock. Rather than giving up or providing a refund, the salesperson had the coat sent from another location and delivered directly to your house.
Taking a proactive approach to customer service allows you to identify little issues before they become major, insurmountable pain points. This is done by analyzing and utilizing the data you have about the customers.
Anticipating client demands and actively reaching out with a solution, whether that’s through expressing a possible problem that’s arisen or allowing consumers to self-service their issue, is what proactive customer service entails.
Reaching out before a consumer realizes they have an issue saves them time and energy.
- Offer personalized customer service experience
Personalized customer service refers to providing services that are tailored to the customer’s individual requirements and desires. A consumer will feel more connected to your organization in this manner. Furthermore, when clients obtain tailor-made answers to their concerns, they are satisfied. As a result, every firm nowadays hopes to provide individualized customer care services to their clients/potential consumers.
Personalization also enables you to offer personalized communications to your customers at each point of the customer journey, as well as eliminate elements that interrupt the sales cycle and promotes enhanced customer experience.
- Take and implement feedback
Listening to customers’ can help you build greater relationships with them. This is the most effective strategy to get important brand ambassadors who will promote favorable word of mouth about your company. And I’m sure you’re aware that following their advice is probably the most successful and least expensive strategy to get new consumers and become more trustworthy in the eyes of your present and future customers.
People always enjoy it when you take and implement the feedback given or suggested by them. It demonstrates that you appreciate their viewpoint and are there for them, not the other way around. They believe your primary company purpose is to solve their issues and meet their wants, not to make money from them. It places the consumer at the center of your business, which is the correct approach to managing a firm.
- Enable self serve
Customers expect answers right away, not tomorrow. They want you to respond quickly to their every request.
The purpose of a successful self-service portal is to provide individuals with the information they require quickly so that they may continue on their path to success with your product or service. Instead of drowning consumers in a sea of content in a static page, lead them through the processes to find their answers and address their concerns interactively. Break the material down into manageable parts and display it step by step, allowing the user to easily navigate through to a solution.
- Real-time resolutions with a chatbot
AI Chatbots connect with visitors proactively, providing them with rapid replies and making total resolution easy. Because a customer no longer has to wait in line merely to be greeted, this is a sure-fire approach to keep your consumers satisfied. When a consumer asks a question, Intercom’s chatbots answer it using your source content, such as knowledge base articles and FAQs.
AI is used in customer service chatbots for more than just answering inquiries. They also utilize it to learn and automatically enhance the quality of future service and deliver the most accurate resolutions in one go.
- Monitor key customer metrics
Customer service is a high-touch discipline by definition. Your staff is the “face” of the company, and their success is dependent on building strong human relationships. You may continuously evaluate your performance and acquire actionable insights by establishing and tracking your customer service KPIs.
Understanding your customers’ expectations and providing help to increase their satisfaction lowers abandonment rates. Lower call abandonment rates indicate improved customer satisfaction.
CX enhancement- Do it right with Kapture
Kapture is an all-in-one service automation solution that can help you enhance your customer experience and make it more delightful. A powerful system packed with features to help agents resolve queries in a faster and more effective way. Monitor different metrics and the entire customer journey to deliver a personalized customer experience.
Go ahead and watch our customers support head explaining ways to transform your CX and deliver an exceptional experience- https://cutt.ly/7BVqY6C
About the Author
|Ankit Kochar is a content writer at Kapture CRM who loves to write creative as well as informative content. He has worked as a creative and academic content writer in the past and has a keen knowledge of writing reports, essays and dissertations. His current field is helping him research and hone his SaaS knowledge.|