Have you ever ended a call with a customer service agent thinking that you’d never want to go through such a horrible experience again? You probably shared your experiences with friends and family, or went so far as posting your negative thoughts across social media.
One angry consumer not only means a lost customer, but could also mean a hit to your brand or a PR nightmare. Your customer service agents need tools that promote a positive experience for each and every customer. The following are four easy ways to strengthen your brand through customer service in 2020.
Speak with Customer in the Ways They Want to Communicate
Enabling your agents to service customers on their preferred channels, whether that be e-mail, chat, SMS, voice, WhatsApp, Facebook Messenger or Twitter, strengthens the bond between companies and their customers. Consumers expect brands to be available on each and every channel they regularly use, but oftentimes tracking conversations and interactions across channels can be a challenge for agents. With Kustomer, conversations across channels converge into a single thread on a single screen, resulting in a seamless and effortless conversation. By breaking down the communication silos of traditional multichannel solutions that fragment service experiences, cause agent collision, and frustrate customers, Kustomer ensures a true omnichannel experience for customers and agents alike.
Reach out to Your Customers Proactively
Customers understand that problems happen all the time. Proactive communication allows companies to keep their customers updated on issues like delays in shipping, out of stock items or product updates. Customers empathize that problems arise and feel valued when kept in the loop, while inbound inquiries are reduced due to proactive outreach. Some organizations turn their CX organization into a revenue center by sending offers based on purchase history, deep insights or to encourage repeat purchases. With all of your data in the Kustomer platform, your customer service team can proactively communicate to deflect issues and delight customers.
Measure Your Customer Sentiment
Agents need to understand the mood of the customer before the conversation begins. Sentiment determines the direction of the conversation, which agent should handle the customer and how to handle the interaction. Customers are happy because agents can immediately empathize with their emotions. Agents are happy because they are aware of the customer’s current disposition and are trained to handle difficult interactions appropriately. Tracking customers’ sentiment helps agents decide how to best prioritize and engage in conversations, and provides management with a critical metric for overall customer service effectiveness.
Know Everything About Your Customers
Companies that develop deep insights about their customers, and leverage them appropriately to provide personalization, will improve their brand image. Tracking important customer information like birthdays, anniversaries or most recently purchased items on a customer timeline softens conversations and makes for a memorable experience. Agents can see deep insights quickly and easily and can, for instance, wish their customers a happy birthday. A personalized call can switch sentiment from potentially hostile to neutral or even positive. Kustomer connects your agents to all of your customers’ data from internal and third-party systems, providing a holistic timeline view for more productive and efficient conversations.
Strengthening your brand begins with asking tough questions. Is customer sentiment appropriate for your business? Is speaking with your customers through an omnichannel approach important? What types of customer information would you track that could impact your brand? Once these questions are answered, a platform like Kustomer could help you kickstart a successful 2020.