Did you know that 69% of customers claim to have no brand loyalty? Marigold’s latest study, The Consumer Trends Index 2023, which also found that 59% of consumers would be willing to pay more for products from their favourite brand, is not wrong: the market is completely divided.

“69% of customers claim to have no brand loyalty”

Some brands, such as Apple, Lacoste or Amazon, have loyal followings, while others struggle daily to retain their customers. How is this possible? Because these and many other brands work every day to keep their customers happy.

A key element of customer satisfaction lies in the contact centre. There is nothing better than contacting customer service with a problem and ending the conversation with a solution.

That’s why today we’re giving you five tips to stop losing customers and start keeping them through your customer service channels.

WHAT DO YOU NEED TO RETAIN CUSTOMERS?

1. PROVIDE WORLD CLASS SERVICE

Customers are becoming more and more demanding, especially when it comes to fast, 24/7 service. Because we buy or consume products or services at any time of the day, consumer habits have changed.

But don’t worry! Technology is on your side to meet even the highest standards. With advanced customer service software, you can:

• Provide pre-written and scheduled responses so that the customer always receives an immediate response to their query. You’ll also save agents from writing the same answers over and over again.
• Enable instant messaging channels to serve more customers. Because communication via WhatsApp or WebChat is typically asynchronous, agents can resolve more issues in less time.
• Take advantage of AI. This technology can better route communications, gather relevant customer information, and even resolve the most common queries without agent intervention.

2. CONDUCT SURVEYS

Understanding first-hand what your customers think will help you identify the reasons that may have contributed to customer churn, and whether it is related to product/service functionality or poor customer service.

There are two main types of survey to measure customer satisfaction: CSAT surveys and NPS (Net Promoter Score) surveys. Although they both measure the same thing, they focus on different aspects and use very different approaches.

CSAT SURVEYS

Focus: CSAT surveys focus on measuring overall customer satisfaction with a specific interaction, product or service.

Typical question: The typical question in CSAT surveys might be “On a scale of 1 to 5, how satisfied are you with [product/service/interaction]?” And then customers respond with a number representing their level of satisfaction.

Score: Based on the responses, an average score is calculated that provides a general indication of customer satisfaction.

NPS SURVEYS

Focus: NPS surveys focus on measuring customers’ willingness to recommend a product or service to others.

Typical question: The central question in NPS surveys is “On a scale of 0 to 10, how likely are you to recommend [product/service/company] to a friend?”. Based on their answers, customers are divided into three categories: Promoters (9-10), Passives (7-8) and Detractors (0-6).

Score: The score is calculated by subtracting the percentage of detractors from the percentage of promoters, resulting in a number between -100 and 100. A positive NPS is considered good, while a negative NPS indicates areas for improvement.

By conducting these surveys, you can find out if there is a product or service that is not meeting your customers’ expectations, and how satisfied they are with your brand.

With this information, you can make decisions to implement loyalty marketing strategies, improve some functionality of your product/service, etc.

3. INVEST IN AGENT TRAINING

To take care of your customers, you need to make sure your agents have all the tools they need. From the outset, you can develop a mentoring programme in which an experienced agent teaches new agents their technical and soft skills.

And for those who are already part of the team, you can listen to conversations where a customer has churned and determine if there is a flaw in the discourse or, for example, if only one agent is responsible for managing them and needs backup.

4. PERSONALISE THE CUSTOMER EXPERIENCE

Another key element in retaining your customers is to offer personalised attention. This means that when they contact the call centre, they should not have to repeat the reason for their call, how long they have been a customer or what products they have bought.

This is achieved by providing agents with a customer file history. As advanced contact centre software can connect to almost any CRM on the market, all this information is recorded and fully accessible to agents.

5. OFFER PROACTIVE HELP

Instead of waiting, it’s time to get ahead of the curve and anticipate your customers’ needs. Providing a close and immediate contact channel, such as SMS, will help you get off on the right foot.

You can use this channel to remind them of their next appointment, update them on the status of their order or alert them to a planned service interruption. 

The good thing is that you’re ensuring that they always read it, and even if it’s bad news, they’d rather know in advance than have to call customer service themselves.

BACK TO START!

The best way to retain your customers is to adopt a philosophy of continuous improvement and repeat these five steps over and over again. When faced with the need to improve a product or service, listen carefully to what your customers have to say. Make sure you train your agents in both soft and hard skills, constantly look for new ways to personalise your customer service and, above all, communicate with your customers before they take the initiative.

If your contact centre software does not allow you to follow these steps, our team of experts is always availableto provide personalised demos. Schedule yours by calling + 34 900 670 750 or writing in the chat below. We are here to help you reduce your customer churn.

La entrada 5 ways contact centres can reduce customer churn se publicó primero en Enreach ES.

According to a recent study by Capgemini, 76% of customers who have interacted with AI have had a positive experience. And it’s no surprise! Access to information and speed of response are factors that already appeal to 64% of respondents to the consultancy’s survey.

“76% of customers who have interacted with AI have had a positive experience.”

These data, along with those presented below in this article, were the main topics we discussed at our first edition of the Enreach Congress last week.

Titled ‘AI Made Human: AI in Customer Service’, we kicked off the event to discuss revolutionary advances and trends in the technology that is changing the world: Artificial Intelligence.

Our CCO, Carlos Jiménez, one of the speakers, began his speech by saying that 2023 is the year of AI, and during his presentation he revealed some important data about the expansion and strategic importance of this technology.

For example, the latest Statista data announcing that the global AI market has already surpassed $500 billion, or the Deloitte report stating that companies can save up to 70% in costs thanks to Artificial Intelligence.

“Companies can save up to 70% in costs thanks to artificial intelligence.”

Finally, he also revealed to attendees that conversational AI in particular will reach $32.62 billion by 2030, according to Global Opportunity Analysis data.

It’s no coincidence that several analysts predict that of all the types of artificial intelligence available today, conversational intelligence will have the greatest future projection in the business sphere. Its ability to process natural language and voice recognition makes it the perfect technology to power chatbots and virtual assistants dedicated to customer service.

To put it to the test, we had a presentation by Marc Brunés, our AI specialist and product owner for omnichannel contact centres, who introduced a conversational AI called EVA. It is revolutionising customer service with features such as omnipresence, multilingual capability and customisable creativity.

Our latest measurements show that EVA has already resolved 52% of 200,000 cases out of 370,000 calls in internal training and customer service, and doubled the productivity of human agents by resolving 51% of 31,000 cases out of 60,000 calls.

“EVA has already resolved 52% of 200,000 cases out of 370,000 calls in internal training and customer service”.

By reducing the number of calls handled by agents and facilitating real-time transcription of conversations, EVA has contributed to 20% savings in contact centres, demonstrating its effectiveness in optimising business processes.

According to Alfred Nesewda, our CEO, “The many benefits of Artificial Intelligence, coupled with the widespread lack of knowledge in many organisations in the contact centre sector, were the reasons why we decided to address the topic of AI in this first edition of the Enreach Congress.

From the outset, this congress has had a clear purpose: to provide companies with a unique opportunity to learn from experts in the field of artificial intelligence and customer service, and to create a networking environment in which they can share their experiences and concerns.

La entrada 76% of customers who have interacted with AI have had a positive experience: conclusions from the first Enreach Congress se publicó primero en Enreach ES.