2 min
Improve the customer experience has become one of the primary objectives for companies. In fact, this rising concept is defined as the value that the company provides customers by the vast majority of organizations. It is therefore important that all departments of an organization get involved in the creation and implementation of a specific strategy on improving the customer experience.
According to the “2016 Executive Report On The Customer Experience,” published by CCIQ, in which the degree of involvement of each of the areas of a company is analyzed, the customer service department or contact center of a company is the one that shows a greater interest (4.64 out of 5) in the development of an optimal strategy that centers in the customer experience excellence. It is followed by the C-suite (4.22), marketing (3.95), sales (3.88), the IT department (3.42), human resources (3,16) and accounting (2,98).
Listen to improve
Companies believe that the best experiences are those that generate value for customers, but how do you know what they are? The cloud-based call recording systems are the most used tool by organizations to listen to customer feedback (84%). In addition, 64% of companies claim to use this system as a key source to receive such information.
Changes in call volumes (80%), comments on the web and on social networks (80%), general customer feedback (79%), and the feedback from contact centers agents (78%) closely follow the call recording as sources of information on customer satisfaction for businesses.
IVR services, an upward trend in 2017
Nowadays, 72% of organizations use post calls to know the customers opinion through locutions with brief surveys in which users can evaluate the service and attention received. In 2017, IVR services or virtual operators will become the second source of information for companies according to CCQIs report, as this form will be used by 90% of them. Along with IVR services (90%), comments on the web and on social networks (80%) will remain the center of the strategy to improve the customer experience.
Other factors that will capture the perception of customers in 2017
For next year, factors such as agents feedback (86%), post calls surveys to customers to know their opinion on the service provided (85%), and changes in customer-oriented metrics (85%) will also be key in obtaining information on customer perception. Although the analysis of interactions in real time (75%) and changes in buying habits (52%) will be positioned again at the end of the list, their levels of use in the strategy of companies to know the opinion of their customers will increase considerably.
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