Category: Customer Experience

All about Customer Experiences that you ever wanted to know

  • The urgent changes

    It always does.
    Perhaps you remember when the most urgent issue of the day was the relationship between the US and Cuba.
    Or the argument you were having about what flavor the wedding cake should be.
    The very nature of ‘urgent’ means that it can’t and won’t persist.
    Important, on the other hand, might hang around for a long time.

  • Cultural diversity and language inclusion at the heart of advertising

    Nowadays, it is business-critical for advertisers to connect with culturally diverse audiences. The Channel Factory researched the importance of language diversity in YouTube advertisements across the UK. Our team at CXM got curious about the report and wanted to find out what resonates with culturally different consumers. How can brands be sure they offer desirable…
    The post Cultural diversity and language inclusion at the heart of advertising appeared first on Customer Experience Magazine.

  • Why is Customer Experience important for your business

    What it is? Customer Experience is the impression that your customer has of your brand. If you have a positive customer experience it helps to promote loyalty, helps you to retain your existing customers, and encourages brand awareness. Customer Experience · It helps to increase customer loyalty · It helps to increase customer satisfaction · It helps to get better word-of-mouth marketing, positive reviews, and recommendations.
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  • What Happens When Customer Service Puts You On Hold

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  • Which online casino games are most engaging for the users?

    The online casino games industry has made robust progress in recent times. Not only has it made games less demanding for folks who do not have time to visit offline casinos, but owing to better regulation it has also made betting a far safer practice. In fact, sites such as the online casino karamba, have…
    The post Which online casino games are most engaging for the users? appeared first on Customer Experience Magazine.

  • How to Handle Escalations in a Contact Center

    We’ve all heard that dreaded phrase before: “I’d like to speak to your supervisor.”
    It’s easy to feel nervous after hearing that — nobody wants to deal with angry customers! An escalation request also often means that a customer feels dissatisfied with your service, which can feel discouraging.
    But, you don’t need to be afraid of escalations. In fact, it’s an opportunity for agents to improve their skills and for a company to learn where they can improve their operations. Call escalations are unavoidable; it’s how you handle them that counts!
    Here, we’ll look at how to best handle escalations in a contact or call center to ensure your customer feels satisfied, and to learn more about how you can improve your company’s operations.
    The Contact Center Playbook for Improving Customer Satisfaction
    What is an escalation in a contact center?
    An escalation occurs when a customer wants to speak with a center manager or supervisor. There are many reasons why a customer might wish to escalate, such as:

    Agent’s lack of experience or training
    Low operational efficiency

    Customer dissatisfaction with a product or service

    Additionally, not all escalations are requested by the customer. There are some cases where an escalation is necessary for security reasons, or where an agent might initiate an escalation to a support tier that can better assist the customer.
    Is escalation the same in both contact centers and call centers?
    It’s important to note that escalations can occur differently in call centers and contact centers.
    In call centers, an escalation entails call center agents escalating a customer to a manager, or other support tier, over the phone. In a contact center, escalation can happen over the phone as well, but it can entail changing the communication method, such as from phone to email.
    Best process for handling call escalations in a call center.
    While it might seem appealing to rush through the escalation call and strive for a short handle time, it’s essential to complete all the steps below when handling call escalations.
    1. Apologize.
    The first step in handling a call escalation is to acknowledge the customer’s dissatisfaction, and apologize. You’ll want to apologize if you’re unable to help them, or simply because they are upset enough to request an escalation.
    When you acknowledge someone’s feelings, it encourages connection and helps demonstrate compassion. Most customers will appreciate this, to some extent. And if they don’t, don’t worry. There are other steps in the process that the customer might be more receptive to.
    2. Offer a solution (but ONLY if you have one!)
    If you’re confident that you can help the customer with their issue, offer your support, and a solution. You might also be able to quickly find a solution in your company’s knowledge base, and de-escalate the call. Sometimes, this is enough for a call resolution.
    However, if you cannot help them, move onto the next step. You shouldn’t attempt de-escalation if you aren’t actually equipped with the tools to help an unsatisfied customer.
    3. Tell the customer you will escalate their call.
    If you know you cannot help the customer, make sure you inform them that you will escalate their call. Delaying escalation, or de-escalating without a proper solution, makes the situation worse. Comfort the customer by letting them know you will be fulfilling their request for escalation.
    4. Ask them if they’d prefer a call-back instead of waiting on hold.
    It’s just polite. Call-back technology gives the customer flexibility in deciding whether or not they’d like to wait on hold. If your contact center doesn’t have this yet, it’s one of the most efficient, cost-effective ways for improving your customer satisfaction (CSat) score.
    6 Essential Tips to Increase a Low CSAT Score
    5. Inform them about what to expect from the process
    Wrap up the call, and give the customer as much information as you reasonably can about what they can expect next.
    If you know the center has a 24-hour call back policy, let them know that they can expect a call back within 24 hours. Or, if you know that your manager will call the customer right after lunch, give the customer a more specific time frame.
    Escalated calls are inevitable.
    Companies can try to satisfy their customers as much as possible, but customer complaints and escalated customer calls are inevitable! The most important parts of a call escalation are how an agent handles customers and the escalated call, and what the agent and company can learn from the call center escalation.
    So, what can we gain from call escalations? Agents – use escalations as an opportunity to gain confidence and hone your customer service skills! Companies – use escalations to find operational inefficiencies and improve training for your agents!The post Blog first appeared on Fonolo.

  • Insignificant digits

    Who’s a better student? The one with a 3.95 GPA or the one with 3.96?
    Neither or both, actually.
    These metrics are foolishly and incorrectly precise. The decisions that led to this average had far more than a hundredth of a point of randomness and judgment calls along the way.
    Who’s richer? Someone with 3 billion dollars or someone with 3.1 billion?
    They’re both the same. They can buy anything they want and one won’t run out of money before the other.
    And the same goes for clickthrough rates, body temperature and most of the other ‘measures’ of our life that deserve air quotes around them.
    Just because we can increase the digits doesn’t mean we can see more clearly.

  • Improve your current CRM system with AI-powered technology

    The pandemic rapidly accelerated digital transformation, which was already transforming customer engagement and brand loyalty. These dramatic changes left brands with a headache and the inability to have a full overview of customer experience. According to SugarCRM, 74% of sales professionals agree that an integrated view of customer information is critical in delivering an optimal…
    The post Improve your current CRM system with AI-powered technology appeared first on Customer Experience Magazine.

  • The Case for Effort? I’m lost.

    I work for a Fortune 500 on their burgeoning CX Team. I am new to the team but have 5+ years experience in CX. I know that CES (Customer Effort Score) is a very powerful metric but I’m receiving massive push back on adding the CES question to our core surveys. They have 2 mandatory questions (NPS and SAT) already and think it’s too much to ask a customer to also rate their effort. They currently ask questions about how easy set up was in the non-mandatory questions already and it is buried past many other questions. They don’t ask about the effort exerted consistently across surveys either. We have a registration, 6m, 1yr, and 2 yr survey. We ask about set up effort in the first survey but nothing about the overall experience and nothing about effort in follow up surveys. I’ve given my case for CES which includes: 1) more powerful than NPS and OSAT in terms of loyalty and churn, 2) striving to delight and satisfy customers is not always the main goal and LTR doesn’t get to the issue at hand, 3) because it’s related to churn there is financial linkage potential. They have pushed back and say that everything they have researched said it will be the same trend line as the 2 other scores they already have and it does not show incremental value. The execs know NPS and don’t know CES, and customers don’t want more mandatory questions in their quick surveys. Any thoughts on how to address this? Or has anyone else experienced something similar?
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