Customer Experience Always On Top

31 Aug

Customer experience is biggest thing in customer retention, and technical glitches, even minor ones, can have an enormous impact on a consumer’s perception of a company. Combine that with the undeniable fact that today’s contact centers (CRM) are extremely complex—featuring multiple communication channels, self-service applications, chat, agent groups,and the result is companies that sometimes are unaware of an issue until it is reported by a customer. Frustrated customers take their business elsewhere, and with word of mouth as a powerful influencer, they’re likely to take their friends’ business with them. With the advent of social media, a complaint that a few years ago would have been aired to a small circle of family and friends can now easily reach thousands, and potentially even millions, of others.

For Ex:- ABC comapany is not giving proper answer and not happy with their CRM team and shared it on social meadia like facebook and twitter. It goes viral in few minutes and also take your business in any direction.

Customer Experience

 

 

 

 

 

 

 

**Image Showing Customer Experience

 

Tracking certain key performance indicators (KPIs) is vital to better understanding the customer experience.

The top KPIs to monitor are:

Voice quality of service. Degraded voice quality does not reflect well on any company. It also leads to longer call times, since customers and agents struggle to understand each other and may be forced to repeat themselves. In extreme cases, customers will hang up and try again. A seemingly simple issue like poor voice quality can be extremely costly in both customer loyalty and overall value per call.

Repeat calls. A measurement of how many times a customer contacts the company before the issue is corrected, this KPI reflects how successfully agents are able to satisfy callers the first time.

Call abandonment rate. High abandonment rates indicate application problems, incorrect routing latencies in back-end communications, or inefficient management of customer service resources. These conditions result in frustrated customers who are unable to get their problems taken care of in an efficient and timely manner.

Call blockage rate. A metric utilized by most contact centers today, the call blockage rate calculates how efficiently customers can access services. When applications are not working correctly or the contact center cannot handle the sheer volume of customer inquiries, calls are not answered. A high blockage rate directly impacts customer satisfaction.
No company can afford to lose a customer as a result of a technical glitch. Implementing performance monitoring solutions to provide an end-to-end view of KPIs across the entire contact center can prove priceless in contributing to customer satisfaction and increasing a company’s bottom line.

In the end, customers just expect top-notch service whenever, and however, they choose to contact you.

** Refrence:- CRMdesination.com

Share your view and feedback…love to read your comments…:)

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