Customers have become accustomed to instant gratification. Once they identify an issue, they can seamlessly connect with a brand on their channel of choice and receive a response in seconds. This has prompted customers to assume that all channels and interactions should consistently reflect their most exceptional and effortless service experiences.
While companies spent years positioning digital as a worthy and equal outlet, customers now base their expectations of phone interactions on innovative and seamless digital experiences. Gone are the days where people would willingly sit on hold for hours; in the digital age, any minor inconvenience now has a profound impact on a customer’s entire perception of a brand. In fact, CCW Digital research found that 52% of consumers say a low-quality phone experience with an agent would leave them with a negative impression of the brand.
To meet growing expectations, companies must ensure they are providing consistently positive experiences by maintaining high-functioning, exceptional support options. This ultimately ties back to technology; as companies increase their points of integration, they are opening themselves up to potential failures that impede the end-to-end experience. Therefore, improving, testing and connecting technology will ensure more seamless customer interactions.
This guide will uncover:
- How to assume the customers point-of-view to optimize their journey
- How to analyze every point of interaction to ensure a functioning and seamless experience
- How to improve the agent experience by testing contact center technology