Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Chai Domingo
Director, Contact Center
339
Natalia Gorokhova
Head of contact center
92
Scott Walles
Operations Manager
10
Richard Kimber
CEO and Founder
36

Does the Business with the Best Customer Focus Always Win? - Conversational - ContactCenterWorld.com Blog

Does the Business with the Best Customer Focus Always Win?

Sometimes the businesses that are seeing the most success are the ones that have taken the bulk of their resources and put them into customer focus.

While a restaurant could serve the most mouth-watering, delicious food, people aren’t going to keep showing up if the staff is rude or inattentive during their visit.

A store may be located in the best area, offer great products, and have great prices, but if the customer feels unwelcome, rushed during the process, or can never get a staff member to help with a question or concern, that person is likely to look somewhere else to get similar products.

Customers are in control of your success which means that you need to put your time, energy, and focus on the customer’s needs and wants. Take a look at why businesses with the best customer focus are winning over those that don’t place enough emphasis on customer happiness.

Customer reviews are everything

One thing to keep in mind: You can rant and rave about how great your product or service is, how well you are doing as a business, and how many years of experience you have, but your customers won’t just trust you. Customers will trust other customers. Customers want to hear about the good and the bad from other customers before them.

If many people claim to have the best service ever, to feel appreciated and important during their visit, and to feel remembered after their visit, new customers are going to be eager to get in on the action. Likewise, if everyone claims that a company is known for being forgetful, unenthusiastic, or even rude, potential customers may decide to work with someone else.

Your customers aren’t sharing their experience with a few friends anymore–they are sharing their opinion with their social media followers, which means dozens to hundreds of people that hear about it.

In fact, it’s believed that up to 90% of customers are influenced by online reviews. People will take the time to complain or brag about an experience they had with a company if it was significant enough. Unfortunately for companies, customers are more likely to post when they had a bad experience than a positive experience. Make sure to ask for reviews to encourage customers who have had great experiences to share that.

Help influence their view of you

While you can’t stop people from posting reviews and you can’t force people to brag about you, the least you can do is help to shape their view of you in case they mention you.

People won’t always remember the details of an interaction but they will remember how they felt. Keep in mind that customer experiences should include effort, success, and emotion.

Ask yourself if your customer accomplished the goal they had in mind when they arrived to your business.

The first part of your interaction with customer is to make sure that they were able to accomplish what they stopped by your business to do, whether that’s getting information about your product, purchasing a product, or returning a product.

Make sure your customer has a quick and efficient way to complete the goal, with online customer service opportunities, self-service kiosks, or plenty of staff to help your customers get in and out of the store without feeling delayed.

Make sure your customers felt that there was little effort needed to get the task done. Would your customer feel that their experience was stressful, long, and tedious? Make sure your customer leaves feeling like “that was easy” or “what an efficient process that was.”

Consistency across your customer solutions will show that you’ve put the time and effort into expediting all processes for your customer in advance.

Make sure your customers always leave feeling positive, because frustration and uncertainty will ruin a customer experience.

Keep your customer informed, make processes more efficient, and make sure your staff is delivering positive, friendly, and helpful solutions during any interaction with a customer.

Lastly, you can be more customer-focused by always getting feedback from your customer on their view of the experience. It will allow you to improve how your processes work, fix a customer’s poor perception before the customer leaves your store, and show that customer feedback means so much to you.

Learn from your customers, improve for your customers, and do whatever it takes to make sure your customers want to tell their friends how great you made them feel.

Source: https://www.conversational.com/business-best-customer-focus-always-win/

Publish Date: April 14, 2016 5:00 AM


2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 



View more from Conversational

Recent Blog Posts:
Companies Known for the Worst Customer ServiceFebruary 23, 2018 5:00 AM
Glossary of Virtual Receptionist TermsFebruary 21, 2018 5:00 AM
Leaving a Lasting Impression with CustomersNovember 29, 2017 5:00 AM
Why You Should Stop Answering Your Business PhoneNovember 13, 2017 5:00 AM
Customer Service Phone Call vs Email: What’s Preferred?November 9, 2017 5:00 AM
3 Surprising Things Virtual Assistants Can DoNovember 7, 2017 5:00 AM
Boosting Growth with a Virtual ReceptionistMay 22, 2017 5:00 AM
How to Create Content That Answers Common QuestionsApril 26, 2017 5:00 AM
Customers Prefer a Callback to Being Put on HoldApril 24, 2017 5:00 AM
How to Diffuse Conflict with Angry CustomersApril 19, 2017 5:00 AM

New 2021 Membership

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =