Category: Customer Experience

No sooner had charities weathered the impact of the peak-pandemic years, they now find themselves facing another huge challenge. The cost-of-living crisis is hitting us all hard. But could focusing on improving the customer experience that donors receive be the answer? A donor is a customer like any other – they are paying out money. Because…
The post Improving donor experiences for charities: easing demand for the third sector appeared first on Customer Experience Magazine.

Emotional engineering is a fairly simplistic concept, but can have fantastic long-lasting impact. If you want your business functions, design and customer engagement to stand out, you’re in the right starting place to make that happen. Emotional engineering is an ingenious way to create an emotional connection with your customers. This should drive an overall…
The post Using emotional engineering to keep your customer invested long-term appeared first on Customer Experience Magazine.

One of two things is true:

A placebo is a force beyond understanding, one that is capable of disappearing when we do the appropriate double-blind tests and has mechanisms that defy our knowledge of the laws of physics.

Or…

A placebo is a prompt for our subconscious to do the hard work of healing our body, increasing our satisfaction or maximizing our performance.

I think the second is way more likely, and ultimately serves us better.

When someone says, “that’s just a placebo” they’re undervaluing the magic of culture and the power of our minds to actually influence how our bodies perform. Perhaps it would be more accurate to say, “we’re fortunate that a powerful placebo is available.”

Purveyors of fancy sneakers, designer handbags, rare wines, acupuncture and herbal remedies can proudly lean into the work of producing the conditions where placebos have their maximum impact.

If it’s not helping us believe, then it’s not properly designed.

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at Sitecore’s new OpenAI integration, the latest data perspectives on in-store omnichannel strategies, and the data on supermarket grocery spending over Easter, provided by Kantar. We’ve also done a little bit of experimenting with a new AI chatbot!…
The post This week in CX: AI and ML continue to play a key role in business development appeared first on Customer Experience Magazine.

There are three strands, present for most everyone:

Power (sometimes seen as status, or the appearance of status)

Safety (survival and peace of mind)

Meaning (hope and the path forward)

The changes in our media structure, public health and economy have pushed some people to overdo one or the other and perhaps ignore a third. When a social network finds your button and presses it over and over, it’s hard to resist.

New cultural forces catch on because they hit on one or more of these. And politics is understood through this lens as well.

See the braid and it’s a lot easier to figure out why we might be stressed.

Attention here! Super stoked to share that we are live on Product Hunt with Zipy Plug & Play, a ChatGPT powered chrome plugin, which helps save churn, customers, and sleepless nights for your engineering, support and growth teams. Here’s our link – https://www.producthunt.com/posts/zipy-plug-play-powered-by-chatgpt Eagerly awaiting your feedback and support on Product Hunt. 📷 Please note anyone can use this Plugin for FREE. Do feel free to forward and spread the word. Zipy Plug & Play Launch submitted by /u/0xAnom [link] [comments]

It can be difficult.

Explaining atoms or molecules, or decision making, or what you do at your job…

The reason that it’s difficult is that in order to explain something, we need to really understand it first.

Not simply be able to do the task or ace the test.

But understand.

And the reason we avoid it is that we might not want to understand. We might not want to get past “because that’s the way it is” or “do what I say” to actually become comfortable with the underlying forces and axioms that make something work.

Hi CX community! I’ve written a guide to help people prepare for a job interview as a CX manager, and I’m keen to find out what other tips employers and job applicants have found useful during the recruitment process. One thing that popped up in a lot of conversations is the difficulty in highlighting your own achievements. I thought an example of problem-solving would be a good starting point, but would be great to hear what others think. submitted by /u/digital_trippy [link] [comments]

Using call-backs to eliminate hold time for your customers is an easy win! It improves your CSAT scores, supports your agents and helps smooth out call spikes in the contact center. What’s not to love? Call-backs are a simple, elegant answer to a great big CX problem. But did you know your call-backs can do more?
Top 7 Problems Fonolo Call-Backs Can Solve
If you work in a contact center, chances are you are familiar with the traditional way to use call-backs. When inbound calls are spiking, offering customers a call-back keeps them off hold and protects your KPIs by deferring calls to quier times.
Call-backs also offer superior customer experience. And it’s a good thing, too. Customers hate waiting on hold. According to Zendesk, 60% of customers say waiting on hold is the single worst part of customer service. Talkdesk research shows that 60% of customers would rather receive a call-back than wait on hold.
Call-Backs Work
Clearly call-backs work. They’re a great insurance policy during busy times of the year and they protect your KPIs and improve the customer experience. But a specialized, robust call-back technology, like Fonolo’s suite of call-back solutions, can help your contact center operations in other ways, too.

FACT:
93% of customers are likely to make repeat purchases with companies who offer excellent customer service. (Hubspot)

Can Call-Backs Eliminate Voicemail?
Yes. Call-backs can eliminate voicemail, the plague of Monday mornings. The plague of every morning, really, if your contact center isn’t open around the clock. Just because your contact center doesn’t operate 24 hours a day, doesn’t mean customers won’t need support at all hours. Often, an after-hours call results in a voicemail, or several voicemails. That means Monday, one of the busiest days of the week in the call center, also gets saddled with answering voicemail.
You know what happens next: you return the call, but your customer doesn’t pick up. Now voicemail has become a fully-fledged game of phone tag.
Don’t let it happen!
By offering after-hours callers a call-back instead of voicemail, you eliminate that middle step. Instead of a game of phone tag, you have an appointment to speak. This removes the manual work of responding to voicemail, and gives your customers a great experience by letting them choose when they’d like to have the conversation. Everybody wins.
Call-Backs Can Capture Customer Information, Too
Did you know call-back technology can be used to collect customer information, too? When you use an interactive menu to have customers answer a few simple questions while scheduling a call-back, you set your customer up for an excellent experience.
Depending on the nature of your contact center, you can decide which information you’d like to collect. Asking customers their name, reason for calling and account number are good places to start. Collecting this data ensures the agent who returns your call is prepared for the call and customers won’t have to repeat themselves. It also offers a more personalized experience, which is key to great customer service.
You’ll improve performance KPIs such as average handle time, too. When your agents are armed with the customer’s name, details and reason for calling, they won’t need to spend time collecting that information and can get straight to business.
Call-Backs Offer Excellent Self-Service
One of the chief reasons call-backs work so well is because they offer excellent self-service. Full-featured call-backs put customers in the driver’s seat and give them control over their customer service journey. They can schedule a conversation at a time that works for them, from any device they like – phone, web or mobile devices are all good. With conversation scheduling, they can book a call-back for a time they like up to 15 days in the future. How’s that for service?

There are so many more ways call-backs can work for you, including helping internal customers and connecting digital users to the voice channel.
Download our Tip Sheet to Learn More! It’s 100% free, we promise.The post Can Call-Backs Do More For Your Contact Center? first appeared on Fonolo.

submitted by /u/priya27_ [link] [comments]