Valur Svansson shares his advice on optimising your customer interactions.
There is always a ‘perceived cost’ when doing business with a company. If you’re buying something for £10 but all it takes is two clicks of a mouse, you’ll be much happier than if you have to spend time on the phone chasing delivery, returning the item because it is wrong, complaining to customer service etc etc.
Everybody’s time is valuable, and it’s vital to a company’s success that they respect that fact when dealing with their customers.
We all know how irritating it is to be passed from pillar to post by a company without getting our issues resolved. How many times have you sworn never to use a company again because of poor customer service?
But can you be certain that your customers don’t feel like that about you right now? If your customers are experiencing poor levels of service, it can not only damage your brand reputation, but you could lose them. We all know how expensive it is to find new customers compared to keeping existing ones happy.
As a business, you need to walk the tightrope of being cost efficient while providing excellent customer service. Make the contact between you and your customers the best it can be and ensure that each interaction is optimised; track conversations, review customer satisfaction and manage your teams closely.
A good WFO solution should provide you with the systems and processes you need to help with your customer interactions. These can be complicated, however, and you need to be focused about your business objectives and operational goals when planning implementation.
If you can do this successfully then you can achieve workforce optimisation by maximising productivity as well as interaction quality. Together, all of this can provide the lowest cost interaction with the highest revenue generation and the best experience for the customer. What more could a business want than that?
Don’t take a siloed approach; work collaboratively across the business to ensure success. If you don’t, you’ll be left with a white elephant that soaks up money instead of working for you to drive value and customer satisfaction.
So don’t be the company that wastes its customers’ time. Be smart about how you deal with them and make your interactions as seamless as possible.
With thanks to Valur Svansson at IP Integration