3. Dive Into Each Phase of the Customer Journey
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In a perfect world it’d be easy to get connected with the right agent, have your question answered, and problem solved. Unfortunately, this isn’t the case. Customer service in call centers are notorious for long wait times, routing issues, and dead ends. That’s why, to create a more positive customer experience, you must ensure agents are interacting with customers in a way that is appropriate for their role in the customer’s journey.
For example, you’ll need to take a different approach for new customers than you would for existing ones. Customers who have called in several times before should already have a record of their past requests, service inquiries, and specific problems. With this data, you can provide personalized support, which directly leads to a better customer experience.
4. Reduce Hold Times With Omnichannel Capabilities
Ask anyone, “What’s the worst part about customer service in a call center?” Ahe responses generally fall into the same category: long hold times.
Truth-be-told, this isn’t surprising. In a world stock-full of instant gratification, attention spans seem to get shorter-and-shorter by the year. In fact, nearly 60% of customers who think they’re waiting too long will hang up.
Put simply, this isn’t the result you want. To counter this issue, call centers should provide omnichannel capabilities. Not only does this help streamline the support process, but it also gives customers a variety of options in terms of interacting with your agents. In today’s modern age, customers want a choice when it comes to corporate contact points, and the accessibility of a live chat is the best way to do that.
5. Above All Else, Make the Customer Experience Simple
When it comes to how much time and effort is required to reach your contact center, customers have limited patience. They want a quick resolution to their problems, which makes it your responsibility to simplify the entire communication journey.
But what if you didn’t have to? What if there was a way to access on-demand support from highly-trained agents? With GGA Solutions, there is.