Category: Customer Experience

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54% of C-level executives say they’ve lost eCommerce customers due to a poor customer experience. https://preview.redd.it/h5hzse3531y51.png?width=1024&format=png&auto=webp&s=8d622596febb8bd169ab987ab3dccba2663d67db Source: Marketing Sherpa
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Did you know that 33% of CEOs say their organizations are struggling to keep pace with the need to transform their businesses to stay competitive digitally? Source: KPMG https://preview.redd.it/juunzfdtrtx51.png?width=1024&format=png&auto=webp&s=b16444b687ee3b857d129315aa8756bbad9b3d81
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The post Anand Janefalkar of UJET: 5 Ways to Create a Wow! Customer Experience appeared first on UJET.

Customers demand faster and easier ways to interact with companies and solve problems. Read these 4 simple steps to effective customer engagement. To know more contact us on 9638899885 or visit our website.
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Businesses are opening back up, but that doesn’t mean we’re back to business as usual. At least for the near future, we will not be returning to the way “we always did it.” Businesses such as restaurants, gyms, hair salons—and just about every type of business that has walk-in traffic—will have to make adjustments to meet the new expectations of their customers. Below are the three ways to prepare for the post-pandemic customer experience:
Create confidence
Make your health and safety policies part of your marketing strategy
Listen to your customers
Full Article: https://www.forbes.com/sites/shephyken/2020/06/28/three-ways-to-prepare-for-the-post-pandemic-customer-experience/#3fe0177e28bb
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Studies indicate a shift by executives to implement a cloud contact center and to hire proficient agents can have a positive impact on your bottom line. Improving employee experience and internal KPIs that rate agent interaction with their team, managers, tools, software, and facilities made available to them. This can reduce agent turnover and demonstrate care for staff within the workplace or remotely. When companies satisfy the communication preferences of both employees and customers, they are empowered to deliver quality service and customers are largely satisfied. Full Article: https://www.ringcentral.com/us/en/blog/how-to-deal-with-increasing-demand-for-digital-support/
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This year, the holidays are going to look very different from the past.
With change and uncertainty looming thanks to the COVID-19 pandemic, you can count on one thing for sure — that your customers will be leaning heavily on your customer support team.
Call spikes and high customer demand are overwhelming enough on a typical day, but the holidays have a way of cranking up the intensity for call centers. Your best bet is to plan and prepare in advance, so your agents and customers alike are set up for success!

With change and uncertainty looming thanks to the #COVID19 pandemic, you can count on one thing for sure — that your customers will be leaning heavily on your customer support team. #CustomerService #CX #Holiday2020Click To Tweet

Look at your historical data
We’ve all heard the phrase, “Those who do not learn history are doomed to repeat it.” Well, it’s true! That’s why it’s essential to keep an eye on your KPIs and metrics and utilize the information to make decisions.

How to Prepare your Call Center for Cyber Monday and Black Friday

Take some time before the holiday period to identify trends from previous years. Were there common questions from customers you can use to prep your agents? Are there certain times of the week where your team experiences higher than normal demand?
While the pandemic may influence these trends, it still helps to have some baseline knowledge to guide your approach.
Review your IVR system
A lot of customer confusion stems from the very system designed to direct them to support. If you haven’t reviewed your IVR system lately, you should do it before the holiday season picks up.
Here are a few things to keep in mind when evaluating and adjusting your IVR:

Think from the customer perspective. Are your options clear to the caller? Is the system easy to navigate and understand?

Relevant messaging. Out-of-date communications can cause unnecessary confusion.

Streamline the process. Your customers don’t want to spend a lot of extra time listening to menu options and pushing buttons, so condense their choices where possible.

FACT:
In a poll of 176 contact center professionals, almost 3 out of four respondents scored their IVR as a 3 out of 5 or below when it came to customer first-impressions. – Call Centre Helper

Adopt an omnichannel strategy
Now more than ever, customers are looking for companies to support them on whatever channel they prefer, whether it’s social media, chat support, or voice calls. If you haven’t invested in the proper infrastructure, it’s time to get started.
The State of the Contact Center 2020
Remember that personalized customer experiences will play a big part in your call center’s success, as customers are increasingly looking for businesses that can continue conversations between channels.
Invest in self-service options
Not all customer queries require a dedicated agent. That’s why your business would do well to prepare self-service options for customers who have more common, less urgent questions.
FAQs and online help guides are a great way to approach this. Come up with a list of common questions and anticipated queries for the holiday season and make them accessible online. Promote them on your website and ensure they’re easy to search up — this way, your agents can focus on more complex customer issues.

TIP:
Have you considered a Visual IVR for your business? It’s a great way to offer a call-back to your customers from whatever channel they’re on — phone, web, or mobile!
Get call-back technology
If there’s one thing that gets a customer’s blood boiling during the holidays, it’s being stuck on hold. There’s something about endless elevator music with a periodic, “Your call is very important to us,” looped statement that puts everyone in a bad mood.
Call-back technology is a super simple way to provide exceptional service to your customers. Offering them this option will save them from waiting on hold and give them peace of mind knowing that an agent will contact them when available. It’s a win-win!

Make sure you’re well-staffed
Suppose your business doesn’t have call-back technology or alternative channels to manage customer inquiries. In that case, it’s crucial to ensure that you have enough agents on staff to address increased demand over the holidays.
You may want to consider adding extra agents per shift or hiring additional agents. However, having extra bodies on hand is expensive, so we recommend exploring tech solutions to address the demand!
How Has COVID-19 Affected Call Center Agent Turnover?
Have a crisis plan ready
Anything from a significant website error to a PR issue can trigger overwhelming demand for your contact center. And if the pandemic has taught us anything this year, it pays to be prepared.
Getting a crisis plan and the proper tools in place will help your agents control messaging, prioritize customer inquiries, and manage high call volumes. This will also bode well for customer perception — after all, a poor response can inflict more damage to your business’ reputation.
The post How to Prepare Your Call Center for Shopping Season 2020 first appeared on Fonolo.

NEWS: cloud communications platform updates as well as partner expansions
Cloud communications provider Fuze this week launched several enterprise-grade enhancements to its cloud communications platform aimed at supporting scalability, flexibility, and productivity for a distributed workforce, Fuze said. Customer engagement company Verint and Avaya this week expanded their partnership to integrate Verint Knowledge Management with the Avaya OneCloud CCaaS desktop app. Customer experience intelligent company Calabrio this week announced a new version of its Calabrio One a workforce engagement management (WEM) web application suite that integrates technology from Teleopti, which it acquired last year. Speech-to-text transcription service provider Otter.ai this week launched live video captioning for Zoom conference calls and webinars, following on the April announcement of Live Video Meeting Notes for Zoom. BlackBerry last week announced the integration of its BlackBerry Dynamics apps with Zoom, to allow for added protection against cyber threats and corporate data leakage during videoconferencing calls, the company said.
Full Article: https://www.nojitter.com/cloud-communications/no-jitter-roll-cloud-platform-updates-integrations
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