Three Steps to Matching Customer Expectations

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Different generations prefer different channels of communication. When you match the most effective channels, by age and value, to your target audience, the potential to improve resolution rates multiplies.

Your marketing team have typically practised customer segmentation already. When Customer Service use this information to match customer communication expectations by channel, it is likely to require a new outlook.

Gain competitive advantage and differentiate your offer with the way you deliver customer service and radically improve efficiency. There is no reason to offer all channels necessarily, rather choose the ones that best fit the customer needs and your ability to offer them.

We offer 3 steps to improved productivity and customer experience (CX) management.

Step 1: Analyse your customers

Step 2: Match channel to task type

51% of webinar respondents said that siloed use of technology was their biggest hurdle to meeting customer expectations.

Step 3: Map your work processes

There is a temptation fuelled by social hype to offer more and more channels. Instead, focus on the match between specific channels, transactions and demographics, which will deliver successful outcomes for both customers and agents. Appropriate channel choices will:

The journey to omnichannel is demanding. It requires that agents follow every interaction by journey, no matter the channel. This means that over time your customer’s lifetime of journeys is immediately available, enabling agents to see the full context and improve their service and support.

Author: Guest Author

Published On: 15th Aug 2016 - Last modified: 1st Nov 2018
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