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It's not easy for brands to meet customer's rising expectations. What’s the best way to offer them a rewarding experience and a consistent customer journey? By leveraging a Contact Centre as a Service (CCaaS) solution that allows brands to shift their focus from channels towards a seamless integration of all customer interactions within a single conversation.
Did you know that consumers are inclined to leave for a competitor after a single bad experience with a brand? That’s one of the key insights from the 2020 Zendesk report on customer experience trends. Exceeding customer expectations therefore requires going back to basics and focusing on what recent technological advances have made possible: putting the conversation back at the core of a customer experience (CX).
Is there anything more natural than a conversation? We have been practicing this skill on a daily basis with a large number of people since childhood. A conversation is a sum of interactions that are sometimes stimulating, sometimes boring, sometimes purpose-driven, sometimes passion-driven.
Nowadays, there is no reason why what is true in terms of interactions between individuals shouldn’t be true of interactions between brands and their customers. The latter want to talk to brands using the same channels (social networks, messaging applications, text messages, etc.) they use with their friends and family – resulting in stronger connections and a closer relationship with a brand!
A CCaaS solution provider needs to enable its users to reconcile different interactions within a larger conversation. The goal? Give brands the ability to converse as naturally as possible with their customers to establish, and then continue to create, a common story.
In order to achieve this, these conversations must be modeled on real exchanges between individuals, i.e. appear as natural as possible. This must remain true, whether these conversations are:
A powerful CCaaS solution is conversational, but also collaborative and integrated with a company’s knowledge bases which are enriched by its stakeholders. Indeed, nowadays, whether they are in direct contact with customers on a daily basis or not, a company’s employees are its best ambassadors.
An effective CCaaS solution also employs artificial intelligence (e.g. natural language processing, semantic analysis, and emotion detection) to enable brands to better serve their customers’ needs.
As we have seen, simply managing interactions is no longer enough. Customers expect brands to offer seamless interactions, which can take place at various times and across one or multiple channels. Here the brand’s ability to offer a coherent journey is key.
Delivering smooth, clear, and satisfying customer journeys fosters trust and loyalty in a brand, while forming a deep connection that must be at the heart of any relationship. At ease with a brand as they would be with a friend, a consumer will more easily accept guidance and advice. Through meaningful conversations, a brand will be able to build a long-lasting story with them.
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WhatsApp Business has emerged as a method of communication that not only has a high open rate compared to email, but it also works more rapidly, and can target multiple points of the customer journey. It delivers interactive options for customers that add value and targets them on a familiar channel, which is why WhatsApp messages are an indispensable addition to contact centre strategies.
Outbound calls can be a great way for organisations to connect with existing and potential new customers. However, some outdated practices have created a negative perception for customers. As a result, outbound call regulations have been developed both for the purpose of customer protection and to steer contact centre best practices. What do organisations need to consider when using outbound calls, and how does geographical location affect that?
It happens all the time, not just in the customer service sphere, disappointment, frustration or delight when experiences either fail to meet or exceed our expectations. When it comes to customer service however, being clued into customer opinions can help optimise services in line with expectations to avoid potential failures and plan outstanding moments of satisfaction.