A Great Customer Experience Strengthens Customer Relationships

Customers demand attention immediately when something goes wrong and the faster an organization can address those needs, the better position they will be in. When consumers are asked what the most important aspect of the customer experience is, they will say fast response times rank first.

Second on the list of customer priorities is consistency across channels, followed by knowledgeable staff, clear and consistent messaging and a live agent for assistance. Top contact centers offer all of these important elements that combine to create a picture-perfect customer experience.

The length of time it takes an organization to respond to a customer is a good measure of how they value the customer, and today’s consumers are not settling for slow responses – they want fast action and they want to be respected. Quality communication between a company and its client has never been more critical.

Omnichannel Assistance

There are numerous ways for customers to contact businesses. Some prefer social media messaging while others are content to use an automated customer service portal via the company’s website. Email and text are also options. Catering to all of these needs is important, as everyone has different needs.

However, too many companies are losing customers because they don’t offer an actual customer service representative, available by phone. This is where contact centers shine, as they hire exceptional communicators and train them so they can answer any customer question with a smile. Outsourcing to a contact center with a reputation for putting the customer first will do wonders for all customer experiences going forward.

Proactive vs. Reactive

Customers have needs and it’s the successful business that anticipates those needs. Offering reactive support will always be a necessity, but being proactive really matters because it addresses a potential problem, heading it off before it escalates. For example, a reactive customer service approach would be to handle a problem when it occurs, but this leads to longer customer wait times and is less customer-centric in its approach.

A more proactive move is to stay prepared with solutions to problems and initiate the conversation before the customer does.

At Protel BPO, our goal is to absorb the company culture of the clients we represent, which means we know all about the customer, what they want and what their needs are. Clients value the level of training we put our agents through and the ongoing education in our organization, all designed to make sure we’re doing everything we can to be the source of excellent customer experiences.

Contact us and find out more about our commitment to making sure customers know they are valued.