Tips on Creating a More Impactful Customer Experience
A customer service strategy utilizes a number of methods to achieve success. While nearly everyone has embraced digitization and there are many high-tech resources out there today, going with a decades-old method still provides valuable benefits, and that method is the human touch.
Human-to-human interaction is one of the most reliable ways to build sincere connections with your clients and create long-lasting relationships. Organizations have fully embraced social media as a means of serving customers, but contact center services provided by an empathetic agent prove extremely reliable in establishing deeper connections.
Most successful customer service strategies dip into chat bots, social media, direct mail, email and newsletters. It’s a multi-channel approach that has proven successful. However, leave a human aspect out of the picture and you’ll see a drastic reduction in your customers’ loyalty to your brand. For it to really work out, you need to incorporate the human touch in your customer service strategy.
Every good plan has goals attached to it. Some will establish different phases of goals that are measured incrementally. By establishing goals, you’re making it easier to identify segments of your customers to which you need to cater. In fact, organizations will start with an overall large goal, which is a good way to develop those smaller goals that combine to produce satisfied customers.
Flexibility in Approach
What might seem like a great idea on paper can go bad in reality. That’s why you need to have the flexibility to make changes when needed. Even “good” strategies should be evaluated and tweaked for improvement.
Outsourcing to a nearshore contact center gives you more flexibility. You don’t have the overhead of an additional department. You can scale up and scale down as seasons require. You’re not responsible for employee development and education, yet you gain thoroughly vetted and equipped contact center agents that act as an extension of your brand.
While flexibility is important and you shouldn’t be afraid to make changes as needed, being consistent in your tone, language and brand message is vital. Be mindful that each and every interaction with your customers is an opportunity to make a good impression, which is difficult to do if your contact center agents aren’t qualified or have knowledge gaps that are inconsistent with your brand’s promises.
Know Your Audience
Building a personalized customer experience can’t happen unless you know your customers’ specific needs. What challenges are they facing? What can your organization do to alleviate those challenges? Human customer service is actually a great tool for finding out exactly what those challenges are. Contact center agents can effectively communicate how your organization can address each unique concern.
Provide Excellent Customer Service
Even after you’ve made the sale, customer service remains a powerful tool for promoting future purchases. Hiccups in product quality, deliveries that don’t match orders, discounts the customer forgot to apply to an online checkout — every customer service call is an opportunity to win or lose the customer’s loyalty and referrals.
At Protel, the inbound contact center services we provide are an important component of our clients’ customer service and retention strategies. Our agents are highly trained in your brand message, your products and services, and the fundamentals of quality customer care. Contact us and let’s discuss our methods and how they can be a great fit in your customer service strategy.