The Internet has become such an omnipresent reality within our day to day lives that we often forget some of the back-end practices and services that are required in order to make digital aims into tangible realities. ‘Desktop spending’, for example, the phenomenon where consumers have gradually moved their purchasing habits into the online realm, is something that extends beyond the mere click of a button, especially on the purchaser’s end. Here at Algo Communication Products Ltd., we strive to provide our customer base with the most up-to-date and well-vetted information that can allow their enterprises to thrive. We address the needs of businesses both large and small, and thus offer advice that can be applied to any enterprise, from the most fledgling of startups to burgeoning economic powerhouses.
The customer experience is something that has become more and more important in the digital age, and thus a properly arranged conduit of communication between companies and buyers has become an essential tool needed for running any online business. Consumers are fickle beings who are faced with countless options, and even the slightest issue with the technology on hand may result in them taking their business elsewhere. The back-end that is needed in order to provide this technology enabled rapport can be complicated at times, so we have attempted to break down what we consider to be the most important point behind crafting a phenomenal customer experience.
- More Channels: As has been iterated through a number of specialized studies, a large majority of consumers tend to provide their loyalty to organizations that offer them multiple channels of communication. Algo’s team specializes in providing a streamlined presentation of different avenues through which customers may reach our clients. These include web, chat, voice, and email. By offering this multichannel approach, businesses are able to reach a broader client base in a way that can save time, costs, and manpower.
- Self Service Works: Assembling a team of staff in order to micromanage a customer’s purchases is something that is completely unnecessary thanks to our efficient communication systems. Interactive Voice Response (IVR) systems are fully capable of greeting customers who call in. These technological marvels utilize voice recognition and touch-key commands in a way that can resolve issues and answer questions without the need for any voice-to-voice interaction.
- Combine Your Wares: While many businesses have a tendency to separate their CRM systems from their customer engagement platforms, this is inherently counter-productive. By combining these systems, agents are able to interact with the public in a manner that addresses them on a personalized basis. Rather than having to backlog through files in order to pick up valuable customer information, this is delivered immediately upon the system’s recognition of an incoming number.
- Measurement Is Important: Something that we have witnessed through our many years of communication services is that companies have a tendency to halt their ambitions once a ‘comfortable’ system has been put into place. In order to truly expand the customer experience in a fashion that will take into consideration the ongoing changes that occur within the digital realm, it is best that enterprises keep a close eye on their metrics. Although we aren’t necessarily business consultants, it is clear that by checking and measuring the interactions that your employees have with your customers, you can help to streamline your process even further. Statistics such as numbers of interactions dealt with, wait times, first contact resolutions, and repeat sales can all be analyzed in a manner that could lead to tweaks that could be revolutionary for your business.
As technology continues to improve, and consumers become faced with more and more options, the techniques needed to ensure consumer satisfaction have become more relevant than ever. By following the aforementioned steps, we can assure an enhanced experience for your clients. If you have any questions, would like to learn more, or think that it’s time for a re-vamping of your communications systems, feel free to reach out to us via telephone (604.438.3333) or our website!