Let’s face it. Customers have changed over the past 5 years. They want to communicate via channels that did not even exist 10 years ago, and expect a higher level of service than ever. Customers want to reach a real person in your company when they need it, be it via a website, social media, or the phone. They want to connect with your business on their terms, and they expect you to provide the information they need immediately. And if they are not happy, they have the easy technology that empowers them to spread the negative experiences far faster than the positive ones.
News of bad customer service reaches more than twice as many ears as praise for a good service experience.
Only businesses that satisfy their customer demands succeed in providing excellent Customer Experience (CX), as they have engaged with them in a customer-centric way, not corporate.
Customer Experience is the result of how your business engages with customers and the journey it provides. It is crucial to focus on connecting with customers on the right channels, recognizing their journeys, linking all customer service affecting tasks, and measuring customer related KPI’s.
The single most important thing is to make people happy. If you are making people happy, as a side effect, they will be happy to open up their wallets and pay you.
If you are not able to keep up, unhappy customers can cost your business money and lost revenue.
Do you need to add new channels, such as email, chat, or social?
What about connecting interactions together to identify customer journeys?
Or maybe integrate customer service tasks, or add customer-centric reports?
Let Aria guide you and be your advocate. We will identify the right solution for your needs and transform your contact center into customer engagement center!