What do customers want?
Nowadays, the saying “customer is king” is more true than ever. Modern customers expect nothing less than excellent customer care and service and due to social media and blogging sites their bargaining power with companies has immensely increased.
Customers want to be able to use any communication channel of their choice, be it the phone, social media or a mobile app. They want to be served 24x7 and they don’t like long waiting queues. They expect customer care agents to be smart, to have complete knowledge of the customer and the related issues and more than anything to be friendly and sympathetic.
As we can see, it´s not an easy task to please the modern customer. However, with the right technology and people in place, you can offer your customers the customer-centric care and outstanding customer experience they want.
The significance of customer care agents
Companies need to understand that agents are the most valuable asset of a contact center. They are the people directly interacting with the customers. A positive customer experience will leave a good impression about the whole company and can be the needed differentiator to generate a strong sense of customer loyalty. A negative customer care interaction on the other hand can have very bad consequences. Customers may leave the company or complain to other people about their unsatisfying customer experience, be it face to face or by using social media.
Advanced tools for agents
To be able to offer customers the best customer experience, agents need to have the right tools. Altitude uCI, our unified communications suite offers a simple, easy to use agent desktop, a unified 360° view of the customer, guiding scripts and many more features to help agents handle customer care interactions. Additionally, the widening of the scope of activities, makes agents feel more empowered and their work more interesting, leading to higher motivation and ultimately better service quality.
A complete solution for customer care
Technology is transforming how contact centers provide customer care. Today´s contact centers need to support 24*7 omnichannel service, have advanced workflow functionality intelligent routing capabilities, 360° view of the customer, customer segmentation and much more. Altitude uCI is a complete customer-centric contact center solution that will help you excel in customer care and increase your customer loyalty.