Customer Experience Part 3: Improving Customer Experience
You’ve collected your data, and you’re ready to start making changes to improve your customer experience. Where do you start? Where can you make the most significant impact? We’re here to help you answer those questions and start down the road to consistently excellent customer experiences.
Making Lasting Changes to Improve Customer Experience
You’ve learned from our earlier blogs how to define the customer experience and multiple ways of measuring it. Depending on what you found in your metrics and experience map, you might have a number of ideas on how to start addressing the pain points in your customer support or remedy the flaws cited in customer feedback. When you begin this process, there are always going to be a wide variety of ways to improve the customer experience. It is valuable to know which strategies are worth your time and which ones can wait.
When making changes like this, it pays to invest in elements that will have the most significant statistical impact. Instead of focusing on the complaints of one customer at a time, you need to implement solutions that address and resolve multiple issues at the same time. Often, one of the best ways to do this is with an equipment upgrade. The technology you use to interact with customers is a critical element of the overall customer experience you provide.
84% of customers report frustrations when they have to repeat their problems to multiple representatives. This feedback tells us how vital it is to use technology that makes it easy to carry and distribute customer data from one representative to another. When you do this, it can relieve customers of this pain point. Unified cloud communications make this easy to perform. Once integrated into a database, any caller’s information can populate at any representative’s desk. This simple tool ensures no customer has to repeat their issues over and over again.
Using All the Tools at Your Disposal to Boost Customer Satisfaction
The phone system your business uses will have a substantial impact on your customer service and overall experience. The right system helps your customer service team keep track of response times, collect all customer touches in one centralized location, and keep everyone better prepared to address all customer inquiries. Going over connections like these leads us to how to improve the online customer experience.
56% of online traffic to top sites comes from mobile devices. This statistic means your website can’t just look good and function well on personal computers. It also needs to offer an excellent user experience on mobile devices. If your customer has a frustrating or confusing time trying to contact you about your product or services on their mobile device, this hinders the overall customer journey. You want your customers to be able to choose how to approach you. It’s on your business to be set up so that every option is the right one for them.
Execute Your Customer Experience Improvement Plan
You’ve got all the tools to start creating great customer experiences. With the right customer-centric strategies, you’ll be able to turn them into promoters of your overall brand. Once you start implementing these techniques, you’ll see positive changes in client retention and overall customer satisfaction. Don’t forget to reassess and keep tracking those customer experience metrics to verify the fruits of your labor. To learn more about how investing in a new phone system could be the jolt that your customer experience needs, contact us today.