Personalized Customer Support

[Jahangir655]

Omnichannel contact centers are being equipped to provide customers a personalized experience
All support agents should be empowered to deliver personalized customer support
Customers prefer to avoid being kept on hold waiting for the support agent to find their customer details. A McKinsey report claims that 71% of consumers expect a personalized experience when they contact a contact center. The same report also found that companies that grow faster than their competitors drive 40% more revenue from personalized experiences than competitors with slower growth rates.

It is evident that a personalized experience increases customer satisfaction. But how do you bring about these experiences?

Contact centers should train agents to know the ins and outs of the CRM (Customer Relationship Management) tool used to store all customer information. An agent who knows how to navigate the CRM tool easily can help the customers without making them wait while fetching their data.

2. Consistent Service Among all Partners
The brand should team up with their partners for a consistent chinese overseas asia database customer experience across omnichannel contact centers
Brands and their partners should come together for a consistent customer experience
Many brands tie up with partners to provide their customers with a 360-degree experience. The most prominent example is how brands from the tech industry partner with Amazon or other online retailers to sell their products.

It might seem like customers make a conscious difference between the service the brand offers and their partners. But that necessarily isn’t the case.

A Forrester report on shared customer experience states that a customer’s bad experience with a franchise or online retailer will be associated with the brand rather than the franchise or retail partner. A stellar customer experience calls for the brand and retail partners to always be on the same page.

So how do you ensure a consistent brand experience across franchises and retailers?

Retail partners and brands should keep updated CRM data available to each other. Tools like Convin can be integrated into your CRM to boost your contact center performance easily.

This implies that everyone interacting with the customer has the same data, irrespective of the interacted touchpoint. Such partnerships ensure that customers won’t be experiencing different service levels based on the channel they’re reaching out for support.

Consistent service among all partners interacting with the customer ensures every customer has a satisfactory experience.