Conference - Outstanding Customer Experience with Omni-Digital Customer Care
I was recently invited to speak at Customer Contact Management Summit in Warsaw on behalf of Dimelo to talk about how to provide an outstanding customer experience through omni-digital customer care. Let's review some of the most important elements of this approach.
Customer behaviors are evolving
A recent study from Greenberg show that 80% of adults and 91% of teenagers use Messaging apps daily.
Phone as a communication channel has been dropping for the past three years - your customers prefer to use digital channels that give them additional convenience and flexibility.
Another study from Teleperformance shows the impact of omni-digital on your NPS: the more channels are available for your customers to contact you, the better your NPS.
This can be explained very easily: the more possibilities you give your customers to solve their problems, answer their questions and build a relation with you, the more reasons for them to promote you.
Obstacles to an oustanding customer experience
Your customer care teams are organized in technological sillos, preventing the information to circulate efficiently.
As a result, your customers have a different experience depending on the channel they use to contact you.
Studies show that 58% of customers feel frustrated by an inconsistent experience across channels - providing an equivalent level of service across channels has now become a must for companies.
One of the most frustrating thing for your customers when it comes to interacting with your company is to have to repeat themselves: 89% claim to be frustrated by having to repeat their problem over and over again, while 72% consider that customer agents should be able to identify them automatically.
Consolidate your ecosystem
A customer care department is made of multiple tools: CRM, customer interactions platform, BI, reporting, call solution, chatbot, etc.
42% of customer service agents fail to satisfy customers because of a lack of communication between these tools. You must find ways to unify the various bricks of your ecosystem so you could benefit from a 360° view of your customers.
If you must remember just a few elements from this conference, you should memorize these:
- Customers expectations have changed: people look for speed and convenience
- Be where your customers expect you to be
- Offer a consistent customer experience across all channels
- Connect your various tools to give a seamless experience
- Identify your customers to reduce your workload and improve customer knowledge
Watch the full conference
You can watch the entire conference in Warsaw with the video below:
Last update: 2020-01-25 Tags: conference customer care customer experience digital