Companies increase their resources to improve the customer experience

Optimum customer service is vital to the success of today’s businesses. The days when clients had to endure bad experiences came to an end and today, 62% of customers say they are willing to change companies after one or two unsatisfactory experiences. Therefore, organizations must provide the best customer experience possible, and that means responding to customer demands. For this reason, companies increase their resources to improve the customer experience.

But what does the current customer demand? Fast and effortless information, the resolution of their problems, doubts and issues in a first contact regardless of the channel by which the communication is made to start. But today’s customer also wants the company to know and understand better, and to take advantage of that knowledge to anticipate their needs and optimize their present and future relationships.

A recent study by CCW under the title “Fall Executive Report: Customer Experience” reveals that these demands from customers are clear, and that companies are listening to them. However, some companies are more committed (and better prepared) to take action than others. Thus, while companies increase their resources to improve the customer experience, there are differences between them as to where to invest and to which initiatives to give priority.

Resources to improve the customer experience

This report, based on surveys of customers and contact center professionals from a wide range of sectors and companies of all sizes, reaches some important conclusions about the current state and main trends in the global customer service sector:

• The study of customer reactions and the improvement of communication solutions with clients are considered as “essential” factors on which to take action for 100% and 99% of respondents, respectively.

• 75% of companies are actively working to reduce customer efforts.

• 80% of the respondents assure to work on a greater personalization of the customer service.

• As far as the communication channels are concerned, the omnichannel experience is progressively strengthened. 77% of organizations are committed to live chat, 76% work improving mobile and SMS interactions, while 67% are actively working to initiate, maintain or strengthen communication with the client through social networks.

• And all this on the basis that 87% of companies consider that they must serve customers through the channel preferred by them, and therefore claim to work in this direction.

• Increase consideration for new generation initiatives such as travel mapping.

• 58% of companies have increased their budget in customer service during the last year.

These and other conclusions reveal that organizations have understood the importance of a better customer experience for the smooth running of their business and therefore work in the direction of improving this aspect. And, therefore, companies increase their resources to improve the customer experience.