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How to Improve the Customer Experience - Finnegan Pierson - ContactCenterWorld.com Blog

How to Improve the Customer Experience

The digital age has totally changed the way businesses go about interacting with consumers. In the past, the main opportunity a business had to impress a customer was when he or she was physically present in a store. Now, a majority of transactions occur on the internet. This means it is more likely the average consumer will interact with your company through a handful of clicks while browsing your site. The trick nowadays is understanding how to improve the customer experience and make the brief encounters online both pleasant and memorable.

Creating the right impression with your customers does not need to be a complicated process. In fact, there are a number of simple tactics you can take advantage of to see a difference. Take a moment to review these suggestions and discover a path that will help you reach your professional goals in no time.  

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The first point to remember is that you can’t avoid customers and what they have to say. In the past, there were a million excuses that businesses could use to put off engaging with customer feedback. Now, consumers expect prompt replies when they send messages. If a customer’s order is delayed by even a day and there is no notification, the customer is likely to reach out to find support. Should support not provide the assistance the customer requires, you can bet that this person will take to social media to rip the credibility of your establishment apart.

When you avoid customer complaints or concerns, it immediately has a negative impact on your business. To create a better experience for consumers, you absolutely need to dedicate time to developing exceptional customer support processes. While you definitely don’t need to provide assistance 24/7 if you don’t have the resources, you should clearly state on your website the hours you will reply and what methods a customer should use in order to best contact support. When you excel in this area, it can make all the difference to the user experience.

Use Analytics

While the digital age might put a lot of pressure on businesses to perform well, it has also led to the development of a number of invaluable tools that companies can take advantage of. Data is one of your biggest assets when it comes to the future of your business. Of course, you need to know how to extract, read, and analyze the information that is being presented to you. Analytics can help you take data related to the customer experience and translate it into a strategy for making improvements that will creating lasting results.

It can also be wise to invest in a program or service aimed at helping you use analytics to your advantage. A comprehensive customer experience strategy begins with selecting a program that can help keep you organized throughout the process. Give yourself the opportunity to review the various applications available to you and research the latest features available. New technologies like augmented intelligence can make a world of difference when it comes to providing you with data-driven analytics. Once you have software you can feel confident in, the rest of your process will begin to fall into place.

Keep Records

Another way to make sure your customers are always getting the best possible experience when interacting with your company is by keeping detailed records. If a customer contacts your support department for help with a particular issue, have the employee handling the interaction create a file with information related to the call. Should the problem persist or repeat, the customer will not need to repeat the same information again to the next representative. This makes customers feel heard and aids employees with providing fantastic service. 

Business has changed dramatically over the course of the last few years. In order for your company to excel, it is crucial that you dedicate time and energy to improving the experience your customers have during interactions. Explore the most efficient practices and discover which habits will help your business discover the success it deserves.

Publish Date: January 23, 2020 5:12 PM

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