Covid 19 Customer Stories: Learn how our clients overcame new challenges!

How can I help you?

Published on Oct 13, 2017 at 7:00 am in Blog

Are your contact center agents still greeting your customers with this line?

Asking your customers this question is just as bad as asking them their name. Customers expect that you know who they are and what they need before you ask them anything else.

How can you engage with your customers to get them to be loyal to your company? By delivering the best customer experience according to the following principles:

Know me – you know who your customers are at all times. You know their preferences, let them decide how, where, and at what time to get in touch with you.

Remember me – you never ask the same thing twice; on the contrary, you predict your customer´s needs and preferences and proactively contact with relevant services and products.

Surprise me – You listen and act upon what your customers tell you. You simplify any complexity of your service or product for them, and if you happen to fail in your relationship, you do more than just fix what has been broken, you go the extra mile to engage positively again.

But how exactly can you do that? Again, that is where your contact center comes to the rescue.

Gather as much information as you can about each customer and make it accessible to your agents. Additionally, ensure that you have an omnichannel view of each customer to provide the same level of service regardless of the channel they used to reach your company.

Then, empower your contact center agents to make decisions on the fly to accommodate the current needs of the customer, instead of making them follow a rigid script. Agent empowerment is key to successful customer experiences. Several studies prove that the main motivators of contact center agents are helping customers and solving their issues, then, act as a facilitator and give them some autonomy to do what they think is best for each specific situation. All customers are different, making it impossible for one campaign script to fit all.

Last, but not least, be proactive. Use all the information you have gathered and give your customers an unforgettable service. Predict what their needs are and make the first move to meet them. If you find a problem with your product/service, acknowledge and announce it before your customers find out. Tell them what you are doing to solve the problem and make it clear that it won´t happen again.

Today´s customers are empowered customers, their expectations are higher than ever, and word of mouth is a powerful weapon. We can help you to be part of the highest statistics ratings for the service you give to your customers.

Celia Cerdeira

Celia Cerdeira

Other insights

What is a responsive agent

A responsive agent is any company employee. The explosion of remote interaction across all industries and company sizes is.

Read more

3 tips to set up a responsive contact center

A couple of years ago I attended a conference on customer service and participated in a session where a.

Read more

What is a responsive contact center

A responsive contact center focuses on the customer and the customer’s experience by allowing each individual customer to define.

Read more

Is your Contact Center responsive?

Our life is in such a turmoil that we often lack the time, and patience, to solve any issue.

Read more

What is an inbound call center

“Hi Miss Houston, thank you for calling Media House. What can we do for you today?” This, or similar,.

Read more

What is an IVR

IVR (Interactive Voice Response) is a call center technology system that enables automated agents to interact with a human.

Read more

responsive_square1

Can't afford losing customers?

Make your Contact Center frustration-free and responsive and respond 100% of customer enquiries.

responsive_square1

Can't afford losing customers?

Make your Contact Center frustration-free and responsive and respond 100% of customer enquiries.