3 Ways In Which The Customer Experience Can Drive The Growth Of Results

At present, contact center leaders who adopt the cloud quickly see its benefits, improving the customer experience and positively influencing business results. In an environment where customer expectations are evolving rapidly and flexibility is key to survival, contact center solutions in the cloud have set new standards of commitment and satisfaction.

Improving The Customer Experience

The economy based on digital experience has turned out to be an unprecedented facility to compare and obtain information in a single click. To satisfy customers and stand out from the rest, companies are adopting a better customer experience to influence purchasing decisions, while focusing only on the quality of the product or service.

Major companies are discovering that in this new economy of customer experience, there is a wide range of opportunities to build meaningful relationships with customers. Contact centers play a unique role in helping customers throughout their journey: purchase, compliance, continuous support and renewal. By going beyond their traditional position as a “cost center” by creating successful experiences, call centers can now play a key role in increasing the client’s life value and results. For this, it is important that the contact centers have a professional telephone support tool. Cloud solutions have proven to be the most efficient, versatile, scalable and productive for companies.

According to experts, there are three ways in which the customer experience can enrich the relationship between the brand and the customer, which ultimately leads to new forms of growth:

1) Facilitate Clients Who Can Be Brand Advocates

Customers, led by millennials and Generation Z, increasingly turn to third-party validation, such as online reviews or comments, instead of traditional advertising messages. The conversion of clients to brand advocates begins with the delivery of an exceptional customer experience at each interaction opportunity, and the best way to do so is to resolve customer queries quickly by providing a personalized touch on all customer service channels. Whether through self-service channels or agent-assisted channels, companies must be proactive in recommending the right channel that will solve problems more quickly. And the critical context of the client, delivered through the omnichannel service and the perfect integration with CRM, can help to adapt each interaction to the individual.

2) Train Agents To Build Deeper Relationships

Conversations with a live agent are often one of the most effective ways to build trust and unlock additional sales opportunities, even if the conversation starts with a problem. The agents whose main objective are to reduce the average time of the call or spend too much time to solve the same problems over and over again, or are distracted by the work after contact, do not have enough time to build more meaningful relationships.

Behind the ability of a business to offer attractive experiences and superior value, is the right platform that drives immersive experiences for both clients and agents. The solution may be to implement a combination of intelligent self-service options to download routine task agents and automate them to download post-contact work so agents can spend more time with clients in conversations that can offer new opportunities. Agents working on a unified cloud platform that provides both the customer context and predictive analytics can offer a personalized experience to each customer and help drive revenue growth.

3) Attract The Next Generation Of Digital Customers

As digital transformation strategies mature, companies must quickly learn that the economy of the customer experience is one of rapid change. Customers are often excited about the opportunity offered by new communication channels that can generate greater personalization and proactive reach of brands. Companies need to innovate continuously: the real lesson of digital transformation is that speed and agility are the new standard. Staying at the forefront of the customer experience curve requires knowledge based on analysis facts and customer voice programs, executive commitment to experiment and move quickly, plus an open and expandable customer experience platform to meet future needs quickly.

In conclusion, customer orientation has become the defining characteristic of leading companies, with professional contact centers. As the customer experience becomes an increasingly influential driver of growth, understanding the technology that drives it becomes even more important. In an era of market saturation, the construction and delivery of the right customer experience strategy is the difference between just surviving or thriving in the economy of the customer experience.