Little Known Ways to Improve Your Customer Service Strategy

Customer service is the lifeblood of any successful business, regardless of size or scale.

The attention to details, the care and consideration, as well as the insights that customer service teams can provide is unmatchable. Research from PwC consulting suggests that customers would pay up to 16 percent more for better customer service.

The alignment of communication with the overall service package is key. Customers expect companies to match competitive offerings while providing a cohesive and well-integrated customer service experience. Keep reading for more information.

Developing a customer-focused culture

One of the leading enterprises in the fashion and apparel domain is Zappos, which is known for its excellent customer service. Its legacy is cemented in its belief that customer service is the most important aspect of selling quality shoes. It’s held iconic records of multiple hours of customer service calls with loyal customers.

Zappos CEO Tony Hsieh insists that refining the culture of the organization was the leading factor behind customer service success. It was designed to wow consumers through quality interactions while building a positive spirit around each interaction. 

This makes the customer calling experience that much better, as more calls get routed inwards from happy customers. By developing a consistent culture around customer satisfaction, companies can realign goals to reflect retention related KPIs (key performance indicators).

Focusing on CX optimization

The ultimate goal of any successful enterprise is to optimize the customer experience (CX). Customers can significantly change the landscape for any company when they’re satisfied with the product or service provided. Focusing on CX is one of the best ways to improve your customer service strategy.

The customer journey can also be tracked from acquisition to retention, while enhancing every stage through the funnel. The customer should feel like they’re being taken care of while agents feel empowered with relevant insights.

The customer experience must be designed from scratch, while focusing on an all-encompassing dashboard to monitor everything. An omnichannel cloud-based system (where customers can seamlessly switch between phone calls and other means of communication) can help companies optimize the customer journey.

Focusing on omnichannel integration

Omnichannel is the way ahead, when it comes to customer service optimization. By deploying omnichannel experiences for customers, companies can streamline their retention strategies significantly. As most modern systems have access to detailed customer data sets, quicker solutions can be provided when needed.

It’s critical to opt for a premier omnichannel cloud center provider, such as Bright Pattern, so as to better engage with key customer groups. Additionally, by focusing on omnichannel optimization, companies can reorient themselves to develop key value assets within the customer service domain. Quality customer care can be delivered when agents have insights ready with them at all times.

Leveraging chatbots and AI

One of the best ways to maximize omnichannel benefits, is to focus on integrating chatbots into your customer service strategy. Digital technologies have allowed firms to communicate with customers at scale, while providing a platform for everyone to interact on.

Data from Oracle group suggests that 65 percent of consumers prefer using a messaging app or interface when talking to a business. Chatbots are exceptional at resolving queries at scale, while focusing on one-on-one communication. They’re one of the leading technologies integrated across a wide range of industries, while being adopted at the highest level of customer service.

Global CEOs are focusing on digital transformation through the integration of impactful technologies. This is where AI is making the biggest difference for companies that are early adopters. AI is changing the landscape for many companies that have taken the leap towards digital transformation.

By working within an AI-driven cloud customer care model, queries can be resolved in an automated manner at scale.

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