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Boost NPS & CSAT Through Customer Mirroring - (v)WeCare Technology - ContactCenterWorld.com Blog

Boost NPS & CSAT Through Customer Mirroring

We’ve been talking about Customer Mirroring℠ with our clients for years. It’s a process that we pioneered, and it’s a part of the Vcare secret sauce that has helped our clients achieve industry-leading NPS and Customer Satisfaction Scores.

What Is Customer Mirroring?

First, let’s start with a definition. Customer Mirroring℠ is the process of identifying, hiring, and training groups of customer service specialists that have similar personality, interests, and motivations as the customers that they serve. To maximize your customer service team’s effectiveness, your customer service specialists should essentially ‘mirror’ your customers. Thus, Customer Mirroring℠.

What Magic Happens With Customer Mirroring℠?

At Vcare, we believe in the Customer Mirroring℠ methodology so passionately, that we built our company on it. Customer Mirroring℠ is one of the key reasons that 85% of our clients’ customers come back to purchase again. These people keep coming back because they’re able to connect with our customer service specialists more quickly and completely.

Because our specialists are very similar to our clients’ customers, those customers have more trust in them, in the interaction, in the product, and in the brand. More than 8 out of 10 Vcare interactions lead to customer loyalty for our clients, and that leads to greater advocacy, which leads to more new customers. Customer Mirroring℠ creates a virtuous cycle of loyalty and advocacy that actually contributes directly to the bottom line.

A Real-World Example of Customer Mirroring℠.

One of our clients, Ugg Australia, came to us for an outsourced customer service solution. Uggs has a very specific target customer, based on interests, demographics, and psychographics, so we talked to them extensively about our Customer Mirroring℠ methodology.

We hired people understood the Ugg Australia brand, who had a pair of Ugg boots, who were similar to those target customers, who not only could talk about the Ugg brand, but were really passionate about it.

Of course, these qualities that were mirrored from Ugg customers made it easier to train these new care specialists, easier to motivate them, easier for them to be interested in the industry. But more importantly, it helped with empathy, it helped with communication, it helped with customer satisfaction, and it helped with first-touch resolution.

This is where the investment in the Customer Mirroring℠ methodology pays off. And Ugg Australia isn’t unique – this process is part of what makes Vcare special. This is an inherent value for all of our clients and their customers.

Without Customer Mirroring℠, Customer Support Is Destined To Fail.

When you think about it, the Customer Mirroring℠ methodology should be a part of any customer service & support hiring and training process. Without it, how could you ensure that your customer service representatives would engage your customers efficiently and effectively?

If the people on the other end of the phone, chat window, email thread, or social media post are not similar to your customers, then how could they instantly empathize, form a bond, and understand one another?

The more urgent question is, are you missing out on revenue as a result of this? Ask yourself what your repeat purchase rate is, and if Customer Mirroring℠ would improve it. Would your NPS and Customer Satisfaction scores be higher if there was more trust between your rep and your customer?

Outsourcing? Here’s How To Tell If Customer Mirroring℠ Is Happening.

If you’re already outsourcing your customer support, then there’s almost a guarantee that Customer Mirroring℠ is not happening. Some questions you should be asking your partner are where they hire from, how they hire, and how they train.

If they don’t give you, the brand, any have control over the hiring process, or if the contact center you’re working with hasn’t asked for customer profiles, statistics, and demographics, how could they possibly execute on Customer Mirroring℠?

If your outsourced call center doesn’t maintain a database of applicants and specialists with interest data, profile data, and behavioral data, then they can’t call upon the right people to talk to your customers.

Are you already outsourcing your customer service, and have questions about Customer Mirroring℠? Or, if you have an in-house customer service department and want some insight into the Customer Mirroring℠ methodology, reach out to a Customer Care Specialist at Vcare today.

Source: http://www.vcaretec.com/blog/boost-nps-csat-customer-mirroring/

Publish Date: April 20, 2016 5:00 AM


2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

2.) 
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.
PH: +1 512-872-7565

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Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
PH: 561-952-2600

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



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