RESOURCE CENTER

Transform the Customer Experience

Create a seamless customer experience by breaking down silos and unifying your data.

Time to Read: 5.5 minutes

Chapter 3: How you can solve issues fast with intelligent service

Build service around your customers

With the evolution to a customer-centric organization comes a new role for service leaders. In addition to putting the customers at the center of every decision, leaders must optimize support through every touchpoint, from email to social media to phone calls and beyond. You can also empower your customers with self-service solutions such as a Customer Portal or Help Center, then enhance the experience and scale support with automation and chatbots.

With a recent spike in service cases, Sun Basket uses intelligent chatbots to answer simple questions and transfer more complex queries to live agents. This enabled them to reduce the volume agents receive. Now agents can work directly with customers to resolve questions and issues around delivery address changes, menu and subscription options, promotions, and gifting.

Deliver fast, contextualized service with unified data

Every personal interaction is more precious than ever for today’s customers. And with the changing landscape of how customers purchase goods and services, service agents are busier than ever before helping answer new questions that continually arise. To ensure those interactions drive customer loyalty, service teams need a unified view of a customer's interactions and case history, all collected through a single platform and viewed on a single screen. Every service case has the potential to be a seamless interaction when agents can see a customer’s entire purchase history, marketing engagement, and other opened service cases.

Give service agents the right tools

True customer-centric transformation is not just about the technologies you implement. In service as with commerce, companies must also empower their service employees, too. The effects of lockdown and COVID-19 are also affecting your service teams. It’s essential to innovate the ways your agents work inside and outside of your contact center. With automation and other digital solutions, it’s easier than ever to manage your service teams from literally anywhere.

Conclusion

Transforming customer experiences will look different for every company in every industry. But a unified CRM allows you to stay flexible and agile with unexpected changes. By listening to your customers and responding as quickly as possible to their evolving buying expectations, you’ll be able to stay one step ahead of the competition.

Transforming the customer experience is an ongoing journey, and we want to hear about yours. If you have any suggestions for tips to add to this guide, please reach out to us on LinkedIn or Twitter.

Chapters

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