Technology has changed a lot in the past decade, and, as a result, so have customers. Today, customers expect much more when they patronize a business; they expect immediate response when they reach out to a business. While this can present challenges for businesses, it is still possible to deliver a fantastic customer service experience.
This is true concerning the interactive voice response (IVR) when someone calls your customer service line. Oftentimes, a customer will select the appropriate option (billing, customer support, technical support, etc.) and then be prompted to enter in their name and, perhaps, their account number. All of these steps should be helpful in streamlining the process, but too much of the time people will enter all of this data only to have to repeat it to the agent when they are finally connected to a live person.
Businesses typically succeed in a customer’s eyes when they eliminate redundancies. One of the best ways to achieve this is when a contact center properly utilizes cloud-based solutions, CRM integrations or customer journey analytics. Without analyzing these solutions, it is very difficult for businesses to understand what a customer experiences when calling your business.
One of the most basic things a business needs to keep in mind is that they need to communicate with customers on their terms. Customers today use their mobile phones, web chat, and social media almost as much–or more–than they do anything else. If a contact center wishes to stay relevant, they need to effectively use all of these methods.