Every time clients turn to the customer service provided by contact centers, they meet on the other side of the line or screen with live or automated operators whose only resource to offer accurate resolutions is their voice, keyboard, or output along with context-specific scripts or settings.
Due to these limiting factors, most often than ever clients feel misunderstood; i.e. that their problem is not important to the agent and, more to the point, to the company he or she represents.
Learning about the preferences among your customer base is essential to drive your business forward; however, when handling a large collection of feedback it is virtually impossible to pay close attention to each piece of information. In order to change this situation, nowadays developers bring within your reach tools for:
Through such functionalities, any staff member is capable of giving first-class, personalized assistance, given that they help to not only pinpoint and raise awareness of recurrent problems or doubts, but also solve them appropriately and proactively. As a direct result, workforces can:
By being able to identify and recall clients’ name, interests, and preferences you get a head start on achieving the main goal: providing effective advices and meeting service expectations. If the aforementioned particulars remain unknown to agents, they will inevitably fail to come up with adequate solutions and, consequently, attain another objective: delivering an unparalleled, satisfying user experience.
For instance, in the case of post-sales services, following up purchases with any kind of fully‑customized interaction is of the utmost importance. This is mainly because once leads turn into deals, buyer-seller disagreements are more likely to take place, hence they must be foreseen and settled in a timely fashion. To sum up, conducting or skipping such activities determines clients’ decision to either recommend your brand or be vocal about their discontent with your offerings.