Innovative solutions specifically targeted toward contact centers that serve customers across numerous channels are readily available. Retail businesses often face a variety of challenges, like high call volumes, massive orders, and aggravated customers, particularly during the holiday season. To ensure a superior customer experience is delivered, it is imperative to have a strategic plan in place. The goal is to leverage technology so that a seamless, efficient, and enjoyable contact center customer experience can be achieved no matter the channel of communication being used. Here’s a look at five tips your contact center can follow to ensure your customers have positive interactions with your brand.
Suzy has just made an online purchase and she realizes she ordered the wrong size. Many customers these days just like Susy would rather hop online and chat with customer service representatives via chatbots rather than making a phone call to address issues with their orders. Chatbots allow customers to carry out their online activities while chatting with a customer representative. They can have their order information pulled up through your online website or within their email. The chatbot will ask for the order number, easily allowing the customer service agent to access and review the order the customer is referring to. Chatbots can also be used to help customers place orders as well as to start the return process for an unwanted item.
Build a Self-Service Portal
Self-service portals provide customers with answers to their most frequently asked questions. Suzy can log in and find the easiest way to contact your store to change her order. The portals can be used to place orders and start the return process, as well. Purchase disputes can also be addressed. This type of portal greatly reduces call volumes and makes it simple for customers to perform a variety of tasks.
Use IVR and Voice Systems
An IVR (interactive voice response) system allow Suzy to call in and complete tasks, like placing orders, disputing purchases, and starting the return process, without ever having to speak with a customer service representative. Instead, she speaks with a computer that simulates a human voice. Only when Suzy cannot have an inquiry resolved is she pushed through to an actual live agent.
Take Advantage of Analytics
Suzy will have a much better customer experience when your agents are being critiqued for their performance. This is why you should use analytics to measure first-call resolution, contact quality, and customer satisfaction rates.
Utilize Automatic Caller Information Pop-Ups
With automatic caller information pop-ups, your agents are instantly provided with a thorough overview of Suzy’s information that you have stored in your customer relationship management system. This allows all agents to be on the same page regarding the inquiries Susy has made. This expedites the calls and interactions Suzy has with your agents, providing a seamless and positive customer experience.
Is your brand using the tools and technologies outlined above? If not, it’s time to put them to use to ensure you deliver a superior customer experience not only during the holiday season but all year long. Contact Us at Blueworx for more information and we’d be happy to help!