10 Tips for keeping loyal customers on side, from Puzzel

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Don’t ignore the evidence – contact centre agents represent the shop window to your organisation there<strong>for</strong>e encourage them to speak directly to <strong>customers</strong> to gain first-hand insight into their needs and aspirations? Then combine it with speech analytics and silent monitoring to capture the voice of the customer and be sure to follow up on this valuable source of business intelligence. What can you learn from individual customer interactions, good and bad, and what can be done to improve the overall customer experience? Never underestimate the impact of digital trans<strong>for</strong>mation – it’s a fact that those in the 18-34 age bracket area, tomorrow’s super-spenders, are more likely to quit a brand through a poor service experience. What is more, it is this same Millennial generation who turn to social media when they are not happy with 47% of 18-34 year-olds admitting to using social media to complain compared with 12% in the 55+ age group![i] It’s time to nurture this growing consumer segment who also expect to shop in a mobile, self-serve environment. Take a look at your offering on a smartphone or tablet – is it mobile responsive and are there features that accelerate and enhance the overall experience such as click to call <strong>for</strong> assistance? Quality and empowerment - give agents the right tools and authority to handle <strong>customers</strong> based on their own judgment. Standard interfaces to major CRM applications mean agents have the right in<strong>for</strong>mation at their fingertips to deliver the quality of service that <strong>customers</strong> deserve and improve customer <strong>loyal</strong>ty. Reduce repetition - <strong>customers</strong> find having to repeat themselves one of the biggest bugbears in contact centres, whatever the communication channel. Keeping repetition to a minimum by enabling an agent to see a customer’s account history, without having to switch between screens, allows them to deal with enquiries effectively and without delay. Maximising cloud-based integration capabilities builds <strong>loyal</strong>ty from an experience of easy interactions. Omni-channel not multi-channel – offer customer service via the customer’s channel of choice but make it a seamless experience. Giving people the same level of service, whatever the channel, is the true meaning of omni-channel and it will turn them into <strong>loyal</strong> <strong>customers</strong>. Make life easy <strong>for</strong> <strong>customers</strong> – leverage technology to reduce customer ef<strong>for</strong>t. Use IVR to automate routine calls such as bank balance look-ups, payment of utility bills, or purchasing theatre tickets at a time to suit the customer. Why not publish answers to the most frequently asked questions on your company website or provide a Web Chat facility <strong>for</strong> straight<strong>for</strong>ward enquiries? Review your social customer service – there’s no getting away from it, social media is here to stay. Turn this to your advantage by engaging proactively via social media. Create a plat<strong>for</strong>m <strong>for</strong> <strong>customers</strong> to exchange ideas, feedback and knowledge. This type of social <strong>for</strong>um will foster a spirit of inclusivity and encourage learning across your customer base. Take it one step further by rewarding ‘super users’ who share valuable intelligence to help the broader community. Make <strong>customers</strong> feel special – last but not least, all <strong>customers</strong> like to feel valued. Encourage agents to Web page converted to PDF with the PDFmyURL PDF creation API!
follow up interactions with personalised calls or emails to make <strong>customers</strong> feel special. Why not take advantage of routing technology, based on CRM data, to prioritise VIP <strong>customers</strong>? Both tactics will guarantee increased satisfaction ratings and promote longer-term <strong>loyal</strong>ty. You might find that you do all things already but why not translate them into a customer service manual, that can be shared with the rest of the organisation to stimulate shared learning and ensure best-practice procedures? It’s also a good opportunity to assess the underlying technology that underpins your contact centre operation, to boost efficiencies and customer satisfaction and keep those happy <strong>customers</strong> coming back <strong>for</strong> more. Colin Hay, is VP Sales at Puzzel UK [i] Microsoft’s 2016 ‘Global State of Customer Service’ View Related News Category: Technology Region: Europe Tags (meta-keywords): contact centre technology, cloud solutions, call centre software This press release is licensed under a Creative Commons Attribution 3.0 Unported License. Terms of Service | Privacy Policy | Copyright Notice Copyright © 2017 PressReleasePing Web page converted to PDF with the PDFmyURL PDF creation API!
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