There’s always room for improvement when it comes to creating an amazing customer experience.
But why is improving customer experience so important? Studies show that creating positive customer experiences creates more loyal customers. And loyal customers are more likely to buy again and become brand ambassadors, spreading your company’s culture and values as their own.
With all the different touchpoints a customer can use to connect with your brand, each channel becomes an opportunity to delight and impress.
Used to make your life easier,
CRM software provides a wealth of information that we can obtain about each customer and lead, but it is up to your customer service team to use this information and take the customer experience to the next level.
Once you’ve visualized and developed the experience, it’s up to your team to roll up their sleeves. So, to help your agents succeed, here are our 7 tips for call center customer service teams to improve the customer experience:
1. Understand who your customers are
At a high level, you know your customer profile. But does your customer service team know who your customers are?
You may have shared information about customer demographics and expectations, but there’s nothing better to help your call center customer service team than putting a face to the customer.
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Spend some time creating customer service personas to help agents better visualize who they’re dealing with on a day-to-day basis.
For example,
If your customer is predominantly female between the ages of 25 and 35 in the suburbs, your persona might look something like this:
Luana Oliveira, 34 years old,
Mother of Pietra (3 years old) and Jéssica (6 months old),
She likes to drink juices and go to yoga class twice a week.
She often feels overwhelmed with her two daughters trying to keep the house in order.
Her husband works a lot….etc..etc…
Your customer personas can be as detailed how to add stripe payment gateway to woocommerce as you want them to be. By creating personas, your agents can put a face to your customers and better understand how they can help and improve the customer experience.
2. Recognize the stage of the customer journey
Just because you assign certain agents to a specific channel doesn’t mean they should interact with every customer in the same way.
Let’s say you have a few agents in charge of interacting through your chatbot. You might have engaged customers who have already purchased, while others might be visiting for the first time and are just in the visiting stage.
The message doesn’t have to be the same for everyone. “Hi, welcome! Let me know if I can help you with anything,” is perfect for anyone in the awareness stage, but it wouldn’t resonate with someone in the buying stage who has probably seen that message multiple times.
With the help of CRM, your call center customer service team will check what stage of the customer journey your customer or lead is at and personalize their interaction to improve the customer experience.
Define customer actions that fall into each stage of the customer journey so your call center customer service team can quickly recognize and know how to approach your leads and customers.
3. Create emotional connections
A huge population of consumers are millennials. And millennials are called “Generation Y,” they’re not just looking for products. They want their values to align with the brands they buy from, they want maximum value, and an experience, all in one package.
While your customer service team doesn’t alb directory control pricing, they need to be able to provide everything else. Essentially, it all comes down to being able to create emotional connections.
This means your agents need to be empowered to break out of their classic customer service. This can be done by:
Have a short narrative, making the customer relate better to your agent, hence the brand;
Offer a surprise gift to the customer, such as a handwritten note, a free upgrade, or even a free gift;
Anticipate the customer’s needs;
Whether a company provides rewards for customer loyalty;
Create emotional connections, providing experiences that delight and surprise.
4. Make it easy for your customer
With fierce competition, customers have become spoiled for choice. One-click checkout, instant support via chatbots, next-day shipping. These are all services designed to simplify the purchasing process for customers.
Making things easier and reducing customer effort has been shown to increase sales exponentially. Your customer service team can also reduce customer effort by:
Clearly understand customer queries
Prevent the customer from repeating themselves;
Provide useful after-sales material;
Solve customer problems the first time;
The less the customer has to do to fix something or make a purchase, the better.
Make customers part of your improvement process. Open a dialogue between your brand and your customers. Loyal customers will appreciate you taking the time to listen to their opinions and feedback.
Call center customer service agents can also improve the customer experience by sending short post-interaction surveys to learn how they performed and improve upon their next interaction with the customer.
5. Provide quality training
There’s no better way to make your customer experience spectacular than by starting off on the right foot. Ensure proper and ongoing training sessions for your call center customer service team.
Trainings no longer need to be delivered in their standard classroom format. Online training with multimedia material can provide a multi-dimensional approach to your training and help agents better absorb the information.
6. Interacting in the right way
Improving customer experience can sometimes be as easy as interacting on certain channels. Be where your customers are. Engage them on their channels of choice in the same way you would engage with your friends, family, and colleagues.
Follow the platform rules when it comes to response time.
Creating customer experiences is about nurturing and caring for each individual customer.
Hopefully these tips will help your call center customer service team improve the customer experience.
Conclusion
Customer expectations are higher than ever and word of mouth travels fast!
And as the customer becomes even more empowered, the importance of the customer service experience increases.
Customer experience is an area that needs constant care and attention, and with a greater focus on customer experience strategy, companies will see a positive impact on customer loyalty, increased retention, and increased revenue.