Customer engagement is defined as a non-monetary activity between the customer and a brand for understanding the customer better. It helps to build more trust and loyalty with the identification of newer marketing opportunities. In the digital age, multichannel customer engagement is slowly becoming mandatory as customers want a multichannel presence as they are present in multiple channels and expect their favorite brands to be present as well. This helps in both proactive and reactive engagement of customers making brands identify new marketing initiatives. It helps in reducing customer churn by identifying predictive customer behaviors that indicate the probability of customers becoming disengaged. Multichannel customer engagement also drives higher value and helps in building more brand loyalty and creating a long-term relationship.
Call center agents answer the incoming calls of the customers or place outgoing calls remotely without meeting the customers face-to-face. In doing so, it may be obvious for them to lose sight of the bigger picture which may turn out to be a hindrance in working towards the company’s goals. In such a work setting an effective performance management system removes any guesswork and introduces clear and shared goals promoting success with the timely achievement of objectives.
The expectations from the customers are higher than ever, and progressive brands have already identified the importance of customer experience (CX) in a bid to live up to those expectations. From mapping an efficient customer journey to guiding the customers through the process, CX has turned into a vital link that businesses need to stay connected with their customers. Even in 2018, CX would continue to be the primary factor required for building the customer’s trust, and a brand’s identity.
Along with increasing profits every business endeavors to increase its number of customers as well. However, at the same time, it also has to retain its existing customers. It’s because, if a company keeps losing its existing customers, resulting in high churn rate, then it would find it difficult to grow, even after adding a considerable number of new customers every month.
Customer Service can make or break your business, and as socialization of business has already started through social media, the distance between the two is gradually bridging. Social channels are not only used as tools for branding and positioning a business but to bring transparency, many organizations have chosen it to be the customer service weapon.
In today’s customer-driven economy, customer experience (CX) is one of the key features to achieve prominence as a brand. Apparently, as customer service has to manage most of the customer-company interaction across different touch points, it’s an essential aspect of the customer experience strategy.
There’s no disagreement about the incredible potential VR (Virtual Reality), which has been one of the hottest topics of discussions in recent times. Most people are excited by the amazing immersive experience offered by VR, and companies such as Oculus, Microsoft, and Vive have already made considerable investments to tap into this excitement.
Not all users visiting your website make a voluntary effort to reach out to seek what they want. It’s you who has to motivate them and engage them to interact. Having a contact center service that proactively initiates a conversation with your website visitors is an ideal way to maximize the opportunities of converting prospective customers. As everyone likes to be accorded special attention, a communication that is proactively initiated by you has a high chance of being perceived positively by the visitors. You also have a chance to motivate them to try out your offerings, which could result in an instant sale.
The ability to deliver exceptional Customer experience (CX) can be achieved by focusing on customers’ objectives, which in turn should be the primary organizational goal. Moreover, the success of the ability has to be measured regularly and used as an indicator to define the organization’s tactics to achieve that goal.
The experience economy has already been defined and adopted by the next generation of savvy customers. It has compelled both the new and established companies to come up with new ideas to forge a relationship with their customers. However, when it comes to building customer trust over a phone call, there are few tried and tested methods that can always be used to drive better results.