Omnichannel customer support - how does it work?

In every business, there are two critical factors that keep an enterprise and a customer relation unbreakable.

A customer is quite satisfied when a product or service satisfies his/her needs.

If these requirements are not served in the way they should be then your relationship with your customer will not succeed.

Let A.I Manage Your Customers

According to Gartner, technologies like chatbots will be handling more than 85% customer interaction until 2020.

A chatbot can help in making your customer’s experience better in the below mentioned ways:

Your Customer Support vendor should be more than just a vendor - a strategic partnership at this level can transform your business!

Check out this blog post to learn what the right partner can do for you: http://ow.ly/kJQy30onCur 

Customer service is an essential part of almost all businesses and automating processes can make a huge difference to the industry on the whole.

The time saved can be spent on attending more customer queries.

The implementation of RPA in customer support will do away with all the monotony and help improve data integration.

The use of RPA in customer support would ensure that all the stored data is synced across platforms making it easily available.

Preventing the customer from getting irate with multiple questions.

By automating the mundane little tasks, RPA allows the agents to focus on building a better relationship and deliver a delightful experience for customers.

Recently call centers have evolved rapidly in many sectors such as banking, retail, Government, tourism etc. from being a simple add-on, customer-facing service to an important differentiator. In today’s race for competition and internationalization, customer satisfaction can have a serious impact on a company’s bottom line where, though one can easily calculate the direct loss of losing a customer, he often ignores the damage caused due to customer sharing his negative experience in his immediate social circle. Before diving further into the ‘how’,

Let’s take a look at ‘why’ customer satisfaction is so crucial for your business-

– Happy customers will always interact with your brand over and over again resulting in higher revenue.

– Because offering terrible customer service can make them switch over to the competition in a heartbeat.

– Great customer experience leads to brand promotion via satisfied customers sharing content across social media.

– Providing better service quality than your competitors will also give you an edge over the competition.

So, it doesn’t matter whether you run an in-house customer care team or availing your services from an Indian outsourcing company or any such, as long as you are ignoring the fundamentally interactive nature of customer service transactions, chances of improving customer satisfaction in your call center will always be slim. Below are some such transformative ideas to help you along the way toward generating the virtuous circle that customer service is always meant to create.

Abstain from the Agent Maze

Don’t waste time by escalating or passing over the problem to multiple agents who cannot help them and, in the process, leave unsatisfied customers and frazzled agents. Instead, install data-directed routing system to your contact center platform to automatically directs the calls to the best possible agent. Also encourage operators to handle situations on their own by spending time with the customers, thus taking full ownership of the problem.

Provide Multiple Support Channels

Making yourself available on as many support channels as possible and providing multi-support channels such as telephone, email, live-chat, social media etc. to your customers goes a long way toward improving customer satisfaction and higher retention. It not only offers a seamless transition between channels but also works well for customers who want greater flexibility and real-time interactivity.

Bestow a Human Touch

Providing a humanly touch to your customer service is the best way to make sure all your customers get equal and excellent service. You can do this by

• Engaging customers proactively
• Keeping your agents accessible at all times
• Keeping your language simple
• Always ask for a feedback
• Offer personalized recommendations
• Treat customers as individuals rather than demographics

Use KPIs to Measure Satisfaction

Choosing the right KPIs or Key Performance Indicators such as Net Promoter Score, Overall Satisfaction, Brand Attributes etc. to measure key metrics and analytics is crucial to building a service footprint that delights customers and delivers insanely great experiences by gathering actionable insights to guide long-term planning, smoothing out the kinks in the system along with fostering goals and objectives among staff.

Monitor Performance through CSAT Scores

CSAT or Customer Satisfaction Surveys is a form of research based on your customer’s reviews regarding your company’s performance. It’s a great way of understanding your customer’s requirements and concerns in order to improve the quality of your products and the standards of your service to that of the customer’s needs which in turn will improve customer loyalty and generate revenue and profitability.

Never Underestimate the Importance of Critical Moments

Creating meaningful relationships is a sure shot way of standing out from the crowd. Though there are numerous ways of showing your appreciation but keeping track of and acknowledging critical moments such as anniversaries, birthdays and other important achievements with the help of various tools available in the market will help strengthen the relationship and take you long ways towards your journey to success.

Wrapping Up

Customers’ expectations are constantly on the rise, sometimes even faster than the speed with which call centers in India and elsewhere can improve their customer satisfaction service. The important thing to understand here is that customer service is an area that needs great nurturing and care with focus and in due time, you will be rewarded with a positive impact on customer loyalty, increased revenues and higher retention.

Original Source: https://www.theoctopustech.com/how-to-improve-customer-satisfaction-in-your-call-center/

Piano, the leading subscription commerce and customer experience platform, today announces its new Chief Growth Officer, Joanna Catalano.

Catalano’s proven track record has delivered profit growth and revenue with a focus on new market entry strategies for companies such as Dentsu Aegis Network, Google, American Express and Starwood Hotels.

She brings her expertise and leadership to Piano, to continue their roadmap of scaling business globally and vertically.Catalano will focus on growing Piano revenue through strategic partnerships and global market expansion.

Her primary focus is to drive a growth strategy rooted in product, vertical and partnership expansion, and build and maintain large-scale relationships with corporate, technology and agency partners.For over two decades, Catalano has been a creative builder of new businesses, with a focus on new market expansion, specifically in Asia-Pacific.

During her time at Dentsu Aegis, Catalano drove a digital marketing agency business of $400M+ billings, across 14 countries, and delivered revenue and profit growth.

She also led the M strategy in order to scale growth and deliver specialization in core product areas.