Miscellaneous

5 Ways to Build a Customer Experience Strategy

Written by Kevin Liew on 19 Nov 2019
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If you’re concerned about keeping up with your competitors, it might have something to do with the Amazon Effect. With same-day and one-day deliveries and multi-channel customer service, Amazon offers a lot of customer service perks that other businesses struggle to keep up with. However, there are a few ways you can improve your customer service strategies to win over customers and maximize customer experiences (CXs). 

Here are a few suggestions. 

1. Build an Omni-Channel Support Strategy

As your business grows and scales, keeping up with demand can become harder. Having an omni-channel support strategy can ensure customer inquiries, complaints and returns are dealt with no matter how they contact you. Unified communication solutions, like 8x8, allows your support team to engage with customers through voice, text and messaging tools.

Optimizing the customer journey can mean the difference between a negative review and a return customer. 

2. Respond To Customer Complaints

One of the best ways to reach your customers is to listen to them and respond accordingly. If customers voice a complaint online, reply to them and offer assistance. The faster you put out a fire, the less negative sentiment it can leave. It also looks better to potential customers if they see you communicating with customers.

3. Build Your Communication Tools Around Your Audience

Your customers have certain preferences you need to know about. For example, older customers might prefer email and voice. Younger generations like millennials might prefer doing everything through chat. 

Consider your particular audience so you can offer the communication tools they need. If you’re using landlines, consider switching to voice over internet protocol (VoIP) phone service. VoIP phones integrate with programs like Salesforce and Zendesk which make it easier to communicate with customers through multiple channels (voice, phone, chat, email). 

4. Give Customers a Self-Help Area

You can’t be online for your customers around the clock. However, a self-help knowledge area can give them the resources and tools they can use to get answers to common questions.  

A self-help area goes beyond a frequently asked questions (FAQ) page. It might include tutorials, video demonstrations and a search bar where customers can type in questions and receive responses. Customers might also be able to get questions answered from other customers or receive help through artificial intelligence (AI) chatbots.

The best knowledge management software and website programs include: 

  1. Zendesk
  2. Freshdesk
  3. LiveAgent
  4. TeamSupport
  5. Salesforce Service Cloud

5. Simplify Your Support with Scripts

Customers want resolutions with their first call, text or email. A lack of fast resolutions can lead to negative sentiment or churning. To help customers, ask agents to reduce the excess chatter during calls. Use scripts to ensure agents all ask the appropriate questions and offer the right responses. Listen in on calls and guide agents who are taking longer than others. VoIP phones also have features that let you record calls for compliance and training purposes.

Final Thoughts

Because companies like Amazon are making shopping and returns easier, businesses have to change their customer service strategies. Customers now want fast deliveries, convenient service and helpful support on multiple channels. Use the tips above to help meet customer demand and improve every customer’s experience.   

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