Creating exceptional customer experiences starts at the top. Make curating those experiences part of your company culture. Customer service should be a priority throughout your organization. This means that everyone in your company, from the CEO to the front-line employees, should be committed to providing excellent service.
The question is – how do you do that? How can companies explore and implement solutions that create loyalty-driven experiences for their customers?
Examine All Perspectives
Start by collecting data end-to-end on what’s working and what isn’t. What are your employees saying? Your customer service representatives (CSRs) are the ones that know the most about what’s happening with customers.
Understanding your customers is the first step to exceptional customer service. What are their needs? What are their pain points? What are their expectations? Once you understand your customers, you can tailor your services to meet all of their needs. It’s up to companies to get better at pulling together all relevant information from every level.
Be proactive about it. Don’t wait for customers to come to you with problems. By reaching out to them before a problem arises, it shows that you care about their experience, and you’re committed to providing excellent service.
Implement Technology Solutions
There are many tools available that can help you provide better customer service. Tools and services that the DiRAD team happen to be experts at. Anything from contact center technology to full outsourced contact center implementations that include all of the amazing technology, plus fully-trained live agents.
Contact Center Technology: Run your contact center seamlessly with solutions like Amazon Connect or Genesys Cloud. Full service customer relationship management services that manage interactions start to finish.
Virtual Assistants/Chatbots: An efficient, cost-effective solution for call centers or businesses everywhere that can handle a large volume of inquiries, 24/7. Virtual customer assistants and chatbots free up your CSRs so they can focus on more complex problems.
Mass Notification: Communicate with the masses over any device and multiple channels, using a secure web portal. Rapidly send voice, text, and emails to keep everyone in the know.
Train Your Employees
Set your employees up for success by training them in all the new technology you’ve provided them with, as well as all the new customer success processes you’ll be implementing. Most were probably involved in your fact-finding at the beginning so they’re a little ahead of the game. If you elect to receive DiRAD’s help, it would include training on all new technology to ensure that customers are satisfied from the first interaction. An added bonus if you choose to use contact center technology, like Genesys Cloud, they have in app AI assistants to help CSRs in real-time with information related to any calls that come in.