There is an increasing amount of information about the importance of customer service. But what are the points to focus on to deliver an enhanced customer experience<\/p>\n
Forrester Research looked at the top customer service for 2015, we\u2019ve highlighted some of the key takeaways here and added a few thoughts of our own.<\/p>\n
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Fact \u2013 1 Billion people own a smartphone1<\/sup>.\u00a0 Mobile CRM delivers 60% increase in customer satisfaction 2<\/sup><\/p>\n With customers escalating from self-service to a phone call, you need to be prepared for the audio challenges of a call from anywhere.\u00a0 Being able to hear accurately and be heard clearly is critical for meeting the needs of the mobile customer.<\/p>\n <\/p>\n Fact – 67% of consumers use web self-service knowledge to find answers to their questions3<\/sup><\/p>\n Customers use self service first, and this makes it highly likely they will know more than your staff when they call.\u00a0 Collaboration systems such as Unified Communications will help your customer service staff access back office knowledge to ensure they can give timely and accurate advice.<\/p>\n <\/p>\n 53% of agents need to know how to use more than six applications to effectively deal with customer enquiries. A shocking 9% of organisations reported that agents required the knowledge of more than 15 applications in order to effectively answer customer service enquiries. 4<\/sup><\/p>\n Many organisations measure customer effort, we need a new measure of employee\u2019s effort.\u00a0 If we make it easy for employees, we can make it easier for customer.<\/p>\n <\/p>\n As you\u2019ll see, there are easy ways to make quick improvements using the marginal gain method.\u00a0 And the business benefits of this?<\/p>\n Forrester\u2019s research shows \u201cthe revenue impact from a 10-percentage-point improvement in a company\u2019s customer experience score can translate into more than $1 billion.\u201d5<\/sup><\/p>\n <\/p>\n Find out more:<\/p>\nKnowledge Will Evolve From Dialog to Cognitive Engagement<\/strong><\/h4>\n
Improved Agent Experiences Come Into The Spotlight<\/strong><\/h4>\n