Perfecting customer experience: resolutions for 2019
The Collection of Feedback
Many companies still ask their customers a simple question: “Would you recommend our services to your friend?” This question quickly becomes a trusted way to gauge customer satisfaction. Customer experience covers everything from marketing and client support to call centers, physical support centers, and various sales channels. It’s a company-wide effort. To truly enhance customer experience, companies must give their customer experience managers the full support of top management and the authority to make crucial decisions. Research by Salesforce Consulting Partner Agmis found that businesses in the Baltic states are putting customer experience at the forefront of their values.
“Customer experience always starts with a company’s employee. It’s not just about having motivated staff deliver great service, it’s also about giving them the right tools… While businesses focus on improving self-service platforms or reducing wait times for customers, they often overlook the need to enhance the tools their employees rely on every day. Technology’s role in shaping customer experience is growing every day, yet we must remember that people are the true architects behind every memorable interaction. Companies often hire Customer Experience Project Managers without giving them the full decision-making authority they need.” says Bluelark Team Deliver Manager Monika Sveklo.
Monika Sveklo, Team Deliver Manager at Bluelark.
CRM Made Simple
If a customer can change their cellular plan in just a few clicks on a self-service platform, why should a sales representative need several minutes to do the same? Likewise, if a customer can reach support with a single click, why must a support agent navigate multiple dashboards just to resolve a simple issue?
The answer is they shouldn’t! Not with all the solutions available nowadays. Although customers now have multiple ways to contact your business, your CRM must remain client-focused. It should consolidate all customer requests and history into a single dashboard, regardless of the channel where the interaction began.
Personalized customer experience has become the standard in e-commerce. Moreover, an increasing number of companies are leveraging AI to enhance sales and support processes. Chatbots can now handle up to a third of support requests, while AI solutions can predict future customer decisions based on current preferences. These predictions can also be integrated into online sales and self-service platforms. By incorporating these insights into the company’s CRM, they become a powerful tool for sales representatives.
Speaking about solutions… We have the key that helps find, win, and keep customers throughout their full lifecycle. Book a free consultation with us today and start transforming your customer and employee experiences now.