Customer experience dynamics are changing rapidly. It is important to understand what people need when they require your service. You should be available to help them quickly and efficiently. That’s why companies are leveraging various automation tools, upgrading their CX practices, and improving based on their CX metrics and analytics. A positive experience leads to customer satisfaction, retention, advocacy, and loyalty.
Let’s consider a scenario:
Someone purchases your product/service. This could be their first or fifth interaction with the product. But now they raise a query by calling the helpline number. An executive handles the call and answers their query, which makes them happy and satisfied, so he/she leaves a positive review for both products. The call interaction was the “service” given and their positive review was their “experience”. Understanding the difference between these two terms is essential.
What is Customer service?
This refers to personal assistance or help given to users. Its major applications include enhancing user satisfaction and helping them with the necessary guidance and personalized help. A successful business understands that the service it provides holds the power to make or break relationships with people.
Let’s talk about your business challenges as well as
1) Unanswered and transferred calls
As consumers, we know how it feels if our queries are not resolved timely and are shifted from one person to another. A smooth and quick solution-oriented customer support service could help provide higher satisfaction. If the query gets transferred, help them understand why. This will help the customer feel valued and not negatively impact their “experience”.
2) Delayed feedback and ROI
A business must take into consideration users’ feedback as a review of their product to improve. To get appropriate feedback, timely surveys or feedback forms can be distributed among people who have purchased from you. Their responses could help you improve your CX strategy and achieve higher ROI.
3) Lack of proper tools and workflow
There is no doubt about how a smooth customer service workflow can help a business grow and improve results. People these days are too busy to shift to any random platform for their issues to get resolved. This is when outsourcing support services can help you manage work efficiently and deliver personalized services to your consumers.
Customer experience and business scalability
This is the current buzzword among businesses. It is the sum of how people feel about a service or product right from choosing it to reviewing the service or product to getting their issues resolved. In other words, it is a customer’s journey, including their decision-making calls and touchpoints connected with the service or product.
What makes the customer experience easy and effective is the collective efforts your business makes to provide users with a positive experience. The bottom line is that happy customers are loyal customers and loyalty is what keeps businesses thriving in the long run. So, if you want people to keep coming back for more, start by creating a great experience for them.
Customer experience strategy and its importance
You might use automated phone systems and online chatbots to handle basic consumer service tasks so your human agents can focus on delivering exceptional CX metrics.
Nowadays, companies are aware of the power a positive experience holds and the unmatched possibilities highly efficient resources can bring. According to Forbes, 89% of businesses consider user experience a vital matrix to improve and scale. Companies with exceptional strategies know exactly how to be consumer magnets and get higher engagement. It also helps them achieve great satisfaction and higher revenues.
Final thoughts
While service and experience are different concepts, both are critical to your business’ success. Providing a good service contributes to the entire experience of a customer’s journey with your business. Due to a variety of reasons, it has become quite difficult for companies to provide the best customer service. Outsourcing customer service can be a less expensive and time-consuming way to get the best ROI.
Looking to build a customized CX consulting strategy for your business?
Connect with us today or visit us at: https://www.jindalx.com/
