In the current era, companies have changed how they relate to their customers and accumulate followers above consumers; they are the so-called fans. But as much as you manage to generate empathy with your customers, if you cannot deliver your products or services efficiently, you will lose their trust. This is where the focus of business has become the customer and due to new technologies, customers are increasingly expecting a closer, more immediate deal when interacting with a company.
To be successful in this process, it is important to understand how customers interact with your company and with each other to maximize the customer experience and avoid frictions.
Here are five tips to improve your company's CX consumer experience:
I. Offer an omnichannel solution
Customers interact with businesses through multiple channels: Mobile apps, web pages, email, and phones. Giving customers the ability to contact you through their favorite channel and having all channel management in one platform will help you deliver a better and faster service.
II. Provide intelligent access to information
Giving customers access to find the information they are looking for quickly and easily will help reduce frustration. Thanks to knowledge bases with a search engine supported by artificial intelligence and an understanding of the natural language, you can provide quick answers to complex problems.
III. Provide a personalized service
Often customers don’t have the same services or experience the same kind of incidents, so it's important to give customers access to the key services they need and not bombard them with information they don't value. In addition, it's essential to know your customers and give them access to their personal data to manage, create, and view their case details without constantly navigating through your portal.
IV. Anticipate customer needs
Anticipating customer needs by knowing when and how to deliver services will make them feel understood by the organization. For this, it is important to have the ‘customer journey’ well defined and to have the ability to configure what is being presented to customers at different stages. For example, you can set up a virtual agent to help them complete an online purchase or assist them with the product's warranty, always providing specific services for each phase.
V. Amplify Auto-Resolution
No one likes to wait for an incident to be solved, and companies' resources are finite. However, in most cases, 98% of the incidents users experience are redundant, and we know the solution. If you can give users the knowledge to resolve these issues quickly and easily, you are first reducing your company's workload and second increasing customer satisfaction.
About Volteo Digital
We help companies re-imagine their relationship with customers and the CSM module in ServiceNow. Enabling a customer portal connected with the different communication applications most used by consumers: instant messaging applications, social networks, phones, etc., and centralizing everything on a single platform, is how we make our customers more efficient and agile in providing better service to their consumers.
We can help you evolve your CX!
Get in touch today and discover how Volteo Digital can help you deliver an efficient ServiceNow self-service experience for your customers.
ABOUT THE AUTHOR
Borja Castanon
New Paragraph
Insights from Volteo Digital
© Copyright 2022 Volteo Digital. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States ServiceNow www.servicenow.com 2225 Lawson Lane Santa Clara, CA 95054 and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated