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How to Craft Your Unique Customer Experience Strategy - Globalteleforce - ContactCenterWorld.com Blog

How to Craft Your Unique Customer Experience Strategy

Want to make customers your come back for more? The answer is simple, provide great customer experience.

Now what is customer experience, you ask? It is actually a product of an interaction between a customer and entity during the duration of their business relationship. There are various interactions that can produce customer experience, whether good or bad, which include awareness, discovery, cultivation, advocacy, purchases, and services.

Great customer service can be hard to achieve, but once the right strategies have been applied, positive results will help the entity grow into something better. Take note that customers who had a positive experience in the business' products and services are more likely to become frequent and loyal. In simpler terms, your happy customers stay loyal to your products and services. But how does one can achieve such wonderful results? Discussed below are ways on how to craft your own unique customer experience strategy.

1. Come up with a customer experience vision

The first thing that you must do is to establish a customer-focused strategy that you can easily explain to your employees. A way to achieve this is to create a set of statements that will be viewed and treated as guiding principles. Once these “guidelines” are established, the performance and actions of the employees will be positively affected. Every employee should know these “guidelines” by heart so that it can be incorporated into every stage of training and development they will undergo.   

                                                                                                                            

2. Have a better understanding of you customers

Once the guidelines are established, it is time to take the next step and this to use the guidelines in real interactions with customers, especially for customer support agents and teams. If you want your employees to be able to understand your niche market, you should be able to know how to connect and empathise with them in situations that they are currently facing. Garnering the trust of customers is an essential step in converting them into loyal customers.

3. Grab customer feedback

Getting feedback is one way of knowing how customers feel about your products and services. It is important to know customer feedback, especially to a specific customer support agent, to know how each member of the team is contributing to the success of the business. You can get data from surveys that can be delivered and answered through email or calls. Another way of getting feedback is making outbound calls to customers.

Customer experience is essential for it may help the business come up with customer-focused strategies that will help the entity grow and offer more. This majorly applies so contact centre outsourcing since they should come up with guidelines to follow for their agents can incorporate in their everyday work as they are talking to customers and help the business grow.

Source: http://globalteleforce.com/blog/how-to-craft-your-unique-customer-experience-strategy

Publish Date: April 17, 2017 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.
 



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