There is always room for improvement when it comes to creating an amazing customer experience.
With all the different touchpoints a customer can use to connect with your brand, every channel becomes an opportunity to delight and impress.
Even if Customer Relationship Management (CRM) software has facilitated the wealth of information we can gain on each customer and lead, it is up to your customer service team to use that information and take customer experience to the next level.
But why is improving call center customer experience so important?
Studies show creating positive customer experiences creates more loyal customers. And loyal customers are more likely to repurchase and become brand ambassadors, spreading your company culture and values as their own.
Once you envision and develop the experience, it’s up to your team to get dirty. So to help your agents succeed, here are our 7 ways for call center customer service teams to improve the customer experience.
1. Understand Who the Customers Are
On a high-level, you know the demographics of your customers. But does your customer service team know who are their customers?
You might have shared information about customer demographics and expectations, but there is nothing better to help your call center customer service team than by putting a face to the client.
Spend some time to create customer service personas to help agents better envision exactly who they are dealing with on a day-to-day basis.
For example, if your customer is predominantly female between the age of 25-35 living in the suburbs, your persona might look something like this:
- Jenny Lexington, age 34.
- Mother to Emma (3 years old) and Stila (6 months).
- Loves to drink Chardonnay and go to a yoga class two times a week.
- She often feels overwhelmed with her two children trying to keep the house in order.
- Her husband works late hours, etc.
Your customer personas can vary. By creating personas, your agents can put a face to their customers and better understand how they can assist and improve your customer experience.
2. Recognize the Stage of C
Just because you’ve assigned certain agents to a specific channel doesn’t mean they should interact with each customer the same way.
Let’s say some agents are to interact through chatbot. You might have customers engaging who have already purchased. Others might visit for the first time and are just in the awareness stage.
The message shouldn’t be the same for everyone. “Hi, welcome! Let me know if I can help you with anything,” is perfect for any leads in the awareness stage, but wouldn’t have the same effect for someone in the purchase stage who has probably already seen that message several times.
With the help of CRM’s, your call center customer service team can pinpoint in which stage of the customer journey your client or lead is in and personalize their interaction to improve the customer experience.
Define the customer actions that fall within each stage of the customer journey so your call center customer service team can quickly recognize and know how to approach your leads and clients.
3. Create Emotional Connections
An enormous population of consumers is millennials. And millennials don’t just look for any products. They want their values to align with the brands they shop from, they want the most bang for their buck, and experience, all in the same package.
Although your customer service team doesn’t control pricing, they need to deliver everything else. Essentially, it comes down to being able to create emotional connections.
This means empowering your agents in order to break away from your classic customer service. You can do this through:
- Short storytelling, making the customer better relate to your agent, hence the brand.
- Throwing in an appreciated surprise into the customer’s order such. as a handwritten note, a free upgrade or even a freebie.
- Anticipating customer needs.
- Rewarding loyalty.
Create emotional connections by delivering experiences that delight and surprise.
4. Make it Easy for Your Customer
With tough competition, customers have it easy. One-click checkout, instant customer service through chatbots, next-day shipping. These are all services created to simplify the purchase process for customers.
Making things easier and reducing customer effort has shown to increase sales exponentially. Your customer service team can also reduce customer effort by:
- Offering to call back in case of disconnection.
- Understanding customer queries clearly.
- Avoiding the customer to repeat themselves.
- Providing helpful material after service.
- Solving customers’ issues the first time around.
The less your customer has to do to get something fixed or to make a purchase, the better.
5. Collect Customer Feedback
Make customers part of your improvement process. Open up a dialogue between your brand and your customers. Loyal customers will appreciate that you take the time to listen to their opinion and feedback.
You can even take the time to call and write to your most loyal brand ambassadors.
6. Provide Quality Training
There’s no better way to improve the customer experience by starting off on the right foot. Ensure proper onboarding and ongoing training sessions for your call center customer service team.
Delivering training doesn't have to be in your standard classroom format anymore. Online call center customer service training with multimedia material can give a multi-dimensional approach to your training and help agents better absorb the information.
Short quizzes are a great way to measure individual team members’ understanding of the material.
7. Interacting the Right Way
Improving customer experience can sometimes be as easy as interacting on the right channels. Be where your customers are. Engage with them on their channels of choice the same way they would with their friends, family, and colleagues.
Follow the rules of the platform in response time and tone.
Creating customer experiences is about nurturing and caring for each individual client.
Hopefully, these tips will help your call center customer service team improve the customer experience.
Do you know how to improve call center customer service and experience?