2. Give customers a choice of how to get help
how do your customers currently contact you – chat? Sms? Email? Phone? The truth is they probably want options. 71% of customers prefer different channels depending on context. To better understand your customers’ preferences, analyze how they use your existing channels now. What gaps exist as customers attempt to solve issues, and which channels could you add to solve this?
3. Give the agent all the customer information with ai + data
we’ve already talked about how ai can help your agents. But it’s also important to note that giving agents all the customer information – through the power of connected data and ai – also helps your customers. When agents have everything they need at their fingertips, they can focus on the customer to deliver empathetic, streamlined and afghanistan phone number list personalized interactions – and everyone wins.
4. Capture customer feedback to learn how to improve
customers often give feedback — but do you have a way to regularly review these insights so they don’t get lost? Do you have the right ai-powered analytics to make sense of this vast, contextual data without painstakingly reviewing every single survey? A crm helps you capture customer feedback in a single place where you can seamlessly review, analyze, and improve the customer experience across digital service channels. That way, you can identify recurring issues and proactively address them before your nps or csat scores take a hit.