Despite all the noise about customer experience in the press, great customer experience is still the exception rather than the rule in most cases. That’s because more often than not great customer experience hinges on the ability of an individual to build superior relationships – connect, understand and respond authentically. And as a consequence it’s rare.
The challenge for your contact centre is to create a consistent customer experience across all agents that is repeatable without being constrictive or forced. After all, the personal relationship formed in those few minutes is still critical and you can’t rely on every agent you recruit being exceptional, all day everyday.
Consumers are impatient, demanding and critical. ‘More than half of US online adults will abandon their online purchase if they cannot find a quick answer to their questions; 69% of online consumers move to another channel when online customer service fails….’
But how easy is it for a customer to hop from one channel to another without breaking the chain? In most cases it’s not. The lack of integration between your channels means inconsistent experience and service, increased costs and a rapid decline in customer satisfaction.
Recent Forrester data shows that in the past 12 months 83% of US online consumers used the phone for service. That might be for help with information about a product, help to complete a sale, to make a return, or to make a complaint. The list is endless. But the reality is – the journey started online. The experience started online.
 Legget, K. (2016, April 11). Transform The Contact Center For Customer Service Excellence. Forrester Research, Inc.
 Ibid, 1.
When a web visitor picks up the phone, they have to start again, explain what they are looking for, where they got to in the journey and why they are stuck etc… it takes time and effort and unless the sales agent is the right person first time, you are going to get passed on until someone finds you the right person. Which means, explaining it all again.
Forrester: also cites this as an issue:
‘Customers want an accurate, relevant and complete answer to their question upon first contact with a company and they want effortless transition across multiple touchpoints (web, tablet, in-person etc.) from the channel of their choice (e.g., voice, chat, email or social) without having to repeat themselves. ’
We created the ResponseTap Salesforce App to empower your call centre agents to have better conversations – immediately. No need to pass the call around. No need to make the caller explain everything ten times.
Every sales agent is given the precious gift of knowledge and insight – right there within their Salesforce window.
With the RepsonseTap App your sales agent will be able to:
Interested in hearing more?
Response Tap Thursday, 12 May 2016. Posted in General
Publish Date: May 12, 2016 5:00 AM
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