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The Best 5 Strategies To Really Understand Your Customers - Call Center Pros (Dominican Republic) - ContactCenterWorld.com Blog

The Best 5 Strategies To Really Understand Your Customers

The success of any business depends on its capacity to understand the desires and necessities of its customers. Today, with big data and artificial intelligence, one might think that technology is the key to reaching the customers. However, while these instruments offer key statistics about the behavior and preferences of the customers, they do not necessarily provide a comprehensive view of their feelings. Just as customers are more satisfied when they enjoy a service with a human touch, companies get a better idea of customer needs when they interact with them personally.

Here are five strategies to better understand your customers and provide them with high-quality experiences:

 


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Directly solicit feedback from customers

The best way to solicit quality feedback is often to ask clear and direct questions. Do not be afraid to ask your customers what they think of your brand, because only straightforward questions will help your brand become stronger.

The best partners when it comes to improving your business and your offer are your own customers. They can tell you WHAT they want and HOW, and what they are willing to buy. There are companies who spend infinite time and money in shaping a product or service that like to them, but that the customers do not want.

That’s why it’s essential to include your customers’ feedback from the beginning of the process. In addition, your clients will like you to be interested in their opinion. So, ask more questions! If there is one thing that we can assure you is that customers like to be asked, because nobody ever does.

Maybe you should give them a moment to think about the answer, but what they say is infinitely more valuable than what we each think about our product or service.

Organize discussion groups and interviews

When you have information about what your customers feel, think, say and do, you feel strong. It happens a kind of “yes, now I see it clearly”. You are able to do things, make changes and innovate.

Focus groups and interviews are a great way to connect with current and potential customers and receive honest feedback.  The information is valuable to know what your customers are looking for, the problems they face when they use your services, the stages they go from the decision to consume something until they buy it, or the people who accompany them (and influence them) when they make decisions.

Customer interviews are a common mechanism for gathering the voice of the customer. Customer interviews are usually conducted one-on-one with an individual customer or with a small number of people from the same business or family unit.

Focus Groups involve a small number of people brought together with a moderator to focus on a specific product or topic. Focus groups aim at a discussion instead of on individual responses to formal questions and produce qualitative data.

Create customer profiles

Clients are the key to any business achieving success. No doubt. So obvious and so complicated at the same time. Knowing, classifying and empathizing with our customers or visitors will make us get ahead of their needs, developing a viable and profitable business.

When collecting information about your clients, pay close attention to all demographic and sociological data. These help to understand the age of your clients, their median income, their geographical location and even their cultural identity. These statistics will give you insights of great importance to your target audience and help your brand create specific customer profiles.

If we know the behavior of consumers, we can improve their shopping experience and thus better respond to their expectations.

Study their habits and comments on social networks

Who does not have an account on Facebook or Twitter today? If we ask around us for sure, there would be few people who would claim not to belong to any social network. Currently, social networks have become a channel of communication in which we not only relate to our family and friends, but we give our opinion on products, news, share photos, videos, thoughts, etc.

This is why social networks have a wealth of information about your customers. Study their habits to identify which channels they use most frequently and when. Agents will need to take the lead on these channels and engage in discussions with customers while quickly answering their questions. Your brand will have to record all the comments on your social networks. And social listening instruments will highlight other references to your brand on social and internet platforms.

Analyze all data sources

If you want to make changes in your organization, you need to do more than collect data, you must analyze the customer feedback to inform change and drive new approaches. This may sound simple, but you’d be surprised at how many organizations don’t do this simple step. It’s like running an experiment and never looking at the results.

The meticulous analysis of all the data is essential to obtain an overview of the needs of your customers. Make sure to consider all types of data you have collected. Comments on consumer opinion sites and blogs should not be overlooked. It is also extremely useful to analyze your customers’ browsing habits on your website and the keywords they use to search for products, in order to determine which web pages are of most interest. Similarly, surveys provide valuable insights into your customers’ experiences with your brand.

 

In conclusion…

We can say that the better we know our customers, the more likely we are to have them satisfied and keep them loyal to our business.

Knowing and understanding customers is essential to generate better shopping experiences in business. This will boost sales and growth.

When you collect information about your customers, analyze both the data and the requested feedback directly. In order to understand how to make them the best service, it is fundamental to combine personal contact with the study of their habits.

Have you taken any action in your business to get to know your customers better?

Source: https://callcenterpros.com/the-best-5-strategies-to-really-understand-your-customers/

Publish Date: September 10, 2018 5:00 AM


2021 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 



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