{"id":10799,"date":"2022-11-15T13:00:20","date_gmt":"2022-11-15T13:00:20","guid":{"rendered":"https:\/\/www.answerconnect.com\/blog\/?p=10799"},"modified":"2024-02-21T16:40:35","modified_gmt":"2024-02-21T16:40:35","slug":"improve-customer-experience-6-steps","status":"publish","type":"post","link":"https:\/\/www.answerconnect.com\/blog\/business-tips\/improve-customer-experience-6-steps\/","title":{"rendered":"How to improve the customer experience in 6 simple steps."},"content":{"rendered":"\n

As Maya Angelou said, \u201cPeople will forget what you said, people will forget what you did, but people will never forget how you made them feel.\u201d<\/p>\n\n\n\n

In 2022, that translates as much to your brand as to your personal life. 70% of consumers regard the quality of their CX<\/a> with brands as crucial. In other words, the customer experience is everything. But delivering an unforgettable customer experience is no easy task. It takes time, investment, and constant adjustment.<\/p>\n\n\n\n

But you can take some simple steps to improve the customer experience. Check out our six top tips and start building a reputation for impeccable service today.<\/p>\n\n\n\n

\"Smiling<\/figure>\n\n\n\n

1. Don\u2019t leave consumers waiting<\/h2>\n\n\n\n

64% of callers<\/a> hang up if they cannot speak to a person within five minutes of calling a business.<\/p>\n\n\n\n

In a world where consumers expect instant gratification and immediate support, you can\u2019t afford to leave customers waiting on hold.<\/p>\n\n\n\n

So how long is too long to wait?<\/p>\n\n\n\n

Well, this might surprise you, but the average wait time is 15 minutes and 42 seconds. That probably sounds like a long time. But that\u2019s not a reflection of how long they want<\/em> to wait on hold, because nobody actually wants<\/em> to wait on hold, ever.<\/p>\n\n\n\n

\"Woman<\/figure>\n\n\n\n

So what\u2019s the solution?<\/p>\n\n\n\n

Well, you could push them straight to voicemail. But 69% of callers sent to voicemail<\/a> don\u2019t leave a message (that rises to 84% for those aged between 20-29). You could always try adding Interactive Voice Response (IVR). IVR allows customers to choose from a series of pre-recorded messages by speaking. But 98% of customers try to skip IVR on a call<\/a> completely.<\/p>\n\n\n\n

So, the only option is to give consumers a timely response from a real person. But in 2022, it\u2019s no longer enough to just cover just one channel\u2026<\/p>\n\n\n\n

2. Meet customers where they are<\/h2>\n\n\n\n

Customers want to reach you through the channels they feel most comfortable with, be that by phone, live chat<\/a>, SMS, or social media. Omni-channel support<\/a> is no longer a \u201cnice-to-have\u201d \u2013 it\u2019s essential. <\/p>\n\n\n\n

As the number of consumer engagement channels grows, so does the responsibility to respond through them. Each channel comes with its own unique opportunities and obstacles.<\/p>\n\n\n\n

\"Virtual<\/figure>\n\n\n\n

Understanding those opportunities is key to making the best use of each channel (and delivering the best experience for your customers). <\/p>\n\n\n\n

Overall, consumers overwhelmingly prefer to contact a company\u2019s customer service team by phone (36%), followed by email (28%), then live chat (18%). In truth, to give customers the best experience, you should be active across all of these channels. But it\u2019s not enough to be omnipresent; you have to be consistent across each channel.<\/p>\n\n\n\n

And on that note\u2026<\/p>\n\n\n\n

3. Unify your comms<\/h2>\n\n\n\n

What\u2019s the most frustrating aspect of a poor customer service experience? 36% of consumers say it\u2019s when an agent lacks the knowledge to solve the customer\u2019s issue. But a close second is when consumers have to repeat themselves or provide data<\/a> multiple times.<\/p>\n\n\n\n

\"Smiling<\/figure>\n\n\n\n

Make sure when you transfer a customer from live chat to call, they don\u2019t have to repeat themselves all over again. It\u2019s all about the 3 Cs:<\/p>\n\n\n\n

    \n
  1. Communication<\/li>\n\n\n\n
  2. Convenience<\/li>\n\n\n\n
  3. Cohesion<\/li>\n<\/ol>\n\n\n\n

    35% of customers<\/a> expect to be able to contact the same customer service agent through any communication channel. Ultimately, customers look at your company as one entity. Having to repeat themselves or being passed between multiple customer service reps destroys that illusion.<\/p>\n\n\n\n

    So how do you build cohesion across channels?<\/p>\n\n\n\n

    Ensure everyone in your team is working from the same page \u2013 literally. Give your team a list of talking points and structure them in order of the most important points. Create various conversation trees based on the topic the customer has <\/p>\n\n\n\n

    4. Instil empathy in your team<\/h2>\n\n\n\n

    The #1 reason customers switch to a new brand is feeling unappreciated<\/a>. But what does that really mean?<\/p>\n\n\n\n

    That means for customers, the experience is more important than pricing or the overall initial impression of the product. And that starts with understanding your customer’s needs, fears, and reservations. In other words, it starts with empathy<\/a>.<\/p>\n\n\n\n

    \"Cropped<\/figure>\n\n\n\n

    Empathy is an underrated customer service skill<\/a>. Being able to place yourself in your customers\u2019 shoes is like a superpower. It gives you an insight into what drives their decisions.<\/p>\n\n\n\n

    And in business, those insights are more valuable than any competitor analysis. To that end, customer complaints shouldn\u2019t be seen as negative; they\u2019re actually the most honest feedback you could ask for.<\/p>\n\n\n\n

    Empathy isn\u2019t simply limited to customer complaints. It\u2019s also a valuable trait for engaging prospects. Your team will be more likely to convert a lead when they can identify and address their exact concerns.<\/p>\n\n\n\n

    So how do you instil empathy in your team? Here are some quick tips:<\/p>\n\n\n\n