Christmas is so close you can probably taste the peppermint candy canes filling your stockings. But how many of you are actually ready – as in finished – with all of your holiday shopping? The thought of heading anywhere close to the mall right now makes many of us shudder in fear. The people, the lines, the traffic! But if you’re like millions of people, you already know that shopping online is the only way to go. The number of online shoppers increases with each passing year as technology gives us more and more with just the swipe of a screen. But as additional people rely on the ease and selectiveness of online retailers, some companies may struggle to meet demand with their physical data centres.
Everyone has heard of the enormous amount of benefits when migrating to the cloud, but what does that mean from a customer’s point of view? I mean nobody really wants to call into a contact centre… ever. Its no wonder the majority of calls end up in hang ups and frustration and most of the time it’s the fault of the call centre whether its lack of staff or technology.
The solution – move your contact centre to the cloud. But the great debate is whether this migration can do more than just save you money, can it actually improve your customer experience? A recent study by the Aberdeen Group indicates that yes, it can improve customer service. In fact, it showed abandonment rates were significantly lower in cloud contact centres compared with traditional call centres, with just 4.5% of calls abandoned.
A long, long time ago…ok, maybe not that long ago, the only thing you expected from contact centre agents was for them to provide quick solutions to pressing issues. But thanks to this fourth industrial revolution we’re having and new technology solutions, customers expect a digital experience when they contact support for assistance.
And whether you gamble or not, the stakes are pretty high. According to an Ovum survey on omni-channel support, 82% of consumers cited a bad customer experience as reason enough to stop doing business with a company. And to make matters more pressing, 45% of consumers expect a response to questions and issues in under one minute. Does the pizza delivery rule apply here – if it’s not there within 30 minutes its free? If only everything was so black and white.
Any chance you remember the last time you had a really horrible customer experience? Maybe it was pretty recent and you just got hair-raising chills going back to that moment. Ok, so stop there.
Now, on a happier note, are you able to remember a blow-your-socks-off great customer experience? Perhaps it was in a store. Or on an airplane. Or maybe it was doing something as simple as making an online purchase. Whatever it was, great customer experiences seem to stand out more than bad ones. And sadly, those over-the-top-genuinely-want-to-help experiences are few and far between. How do we consistently offer these great experiences and set the bar for a new level of customer service? We suggest you look at revamping the User Experience Design (UX).