Magazine article CRM Magazine

Envisioning an Exceptional Customer Experience from the outside In

Magazine article CRM Magazine

Envisioning an Exceptional Customer Experience from the outside In

Article excerpt

Organizations often develop a customer service strategy based on internal resources and budget constraints. A more successful approach is to first determine what type of experience you want customers to have when interacting with your organization. The customer experience should be one that sets your company apart from the competition and is not bound by resource or budget constraints. Then determine what you will need to realize that goal.

With the advancement of cloud contact center technology, the gap between the exceptional customer journey and your current deployment may not be as cost or resource prohibitive as you might think. Here is how one VoltDelta customer successfully approached this challenge:

CUSTOMER EXPERIENCE VISION

This customer is a pharmaceutical provider that offers cost effective prescription medication for an underserved population with exceptional customer care in all 50 US states. They refused to accept the notion that economically challenged individuals do not deserve premium support. Service metrics that were implemented by this pharmaceuticals provider put customer satisfaction first with cost savings as an important, but not primary driver.

SITUATION ANALYSIS

The pharmaceutical provider evaluated their current service and determined they needed to do the following to meet their goals:

* Reliably answer every call. Frequent outages occurred with their existing contact center technology vendor.

* Improve the efficiency of their voice self-service menu options and integration to other communication channels, such as the web or live agent support, to provide a more satisfying customer experience.

* Add channels of communication such as SMS as the company grows.

* Create a feedback loop to continually improve quality of service.

THE SOLUTION

VoltDelta provided the following solution:

* Reliable Cloud Contact Center Platform--A "pay per use" hosted contact center with no capital investment provided a cost-effective solution. A platform with a history of proven reliability and security was essential to the customer's business success. VoltDelta's cloud platform answers over two billion calls per year with exceptional reliability.

* Voice Self Service Expertise--The new voice self service intelligently anticipates the reason customers are calling. It uses their phone number and name to check whether they recently placed an order, are up for re-enrollment, or various other issues. …

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