Great CX is just a matter of providing HELP—really! To cover the essentials of top-quality, thoughtful, effective customer experience, you need to keep the following in mind:
Hold yourself accountable for the customer’s time.
Engage with your customer base.
Link important information where it’s easy to access.
Personalize solutions.
Let’s delve a little deeper into what these elements mean:
Hold yourself accountable for the customer’s time.
Over 60% of respondents agree that valuing their time is the most vital thing a company can do. Limiting discussion to only the most essential points, taking note of given information to avoid unnecessary repetition, and having an optimized inter-channel workflow shows the customer that you care just as much as they do about finding solutions, without wasting anybody’s time.
Engage with your customer base.
Feedback is everything. By sending out surveys and providing ways for customers to leave comments and suggestions, you equip yourself with the tools necessary to adjust your processes, so they’re exactly what customers are looking for. Paying attention to the needs of the unique demographic of your stand-out business helps set you apart even more.
Link important information where it’s easy to access.
You know what’s even faster than a streamlined support service process, for customers to get what they need? Self-service! Frequently Asked Questions pages and support articles function as instant problem-solvers, which customers can make use of with a single click. Younger consumers, in particular, tend to turn to online videos first, to find answers to their questions.
Personalize solutions.
A major source of frustration is when customers don’t feel listened to. The best remedy for this is being attentive—not only to what the customer wants, by the end of the conversation, but also what would make them feel most secure, during the conversation. That means devising solutions that fit the customer’s needs just right, making the process as smooth as possible.
As with most things in CX, it’s about the journey, not simply the destination. These ideals can be challenging to achieve, but when shaping your CX strategy, just remember: we’re here to HELP!
Leggett, K. (2018, January 24). 2018 Customer service trends: How operations become faster, cheaper — and yet, more human. Retrieved from https://www.forrester.com/report/2018-Customer-Service-Trends-How-Operations-Become-Faster-Cheaper-And-Yet-More-Human/RES142291
