Magazine article CRM Magazine

Customer Experience Management: Four Intuitive Steps to CX Delight

Magazine article CRM Magazine

Customer Experience Management: Four Intuitive Steps to CX Delight

Article excerpt

The growing need to deliver a superior customer experience (CX) has become a top priority for contact center managers and executives alike. Customers are increasingly communicating with businesses through multiple channels to not only resolve their issues, but to share their experiences--both positive and negative--through social media, chat, SMS, mobile, and phone.

And while all these other channels are important, the phone remains the first line of defense to get the answers customers need to resolve their problems. Whether they are calling to find out if an order has shipped, get an account balance, or refill a prescription, the experience must be consistent throughout the duration of the interaction to create CX Delight.

These four intuitive steps below are fail-proof ways to deliver CX Delight, build long-term brand loyalty, and set your brand apart from the competition.

1. CUSTOMER EXPERIENCE DESIGN

Have you assessed your interactive voice response (IVR) design recently? A positive CX begins with great design. And great design puts the CX First. To do this, it is imperative to get your voice application off to the right start by completing an analysis of your current voice application and conversational flows to determine their effectiveness and their gaps.

Through a detailed CX Assessment you may uncover failure points and sources of customer frustration in the current application design. Additionally, you may identify additional automation opportunities that can increase call containment and lower operational costs. A CX Assessment will allow you to better design your voice application that will create a positive experience for your customers and increase brand loyalty.

2. ON-DEMAND IVR TOOLKIT

Wouldn't it be great if you could make a change to your voice application on demand to better align with your peak call times or busy season? A cloud based, on-demand IVR solution gives you the speed and flexibility to make changes to your voice application and conversational flows in seconds--not weeks or months like traditional on-premise systems. An easy-to-use design tool has the business user in mind--anyone, anywhere can make iterative changes through a true point-and-click interface that can quickly and easily scale to your changing business and customer needs.

3. SECURE DATA INTEGRATION

When you called a company, have you ever been automatically greeted by your name and asked if you were calling about a recent order you just placed? …

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