How can you improve your customer journey? Customers have higher expectations and a stronger effect on today’s business decisions, as new communication developments and ever-changing technology are taking effect; especially when we reside in an age of constant connections. Customers are relying on a faster and more precise response. Therefore, it is important to always take a step further to reach your customers. Make them believe that they can depend on you. By doing so, you eliminate the danger of leaving them to more customer-focused companies with a better platform that links across all the communication channels your customer favors.
Where do you start? Various methods and resources are available to help improve customer experience (CX). Take journey mapping, for example; a common practice focuses on the visual representation of the first launch, both during sales and after customer touch-points. It is very easy to understand if things are going well and how improvements can be made if they are done properly.
PERFECTING YOUR MAP
First of all, there are a lot of articles or links online that let you know how to begin your journey map or how to boost your current map. The needs and wishes of the customers are constantly changing. It is therefore crucial that your journey map is constantly updated to meet the needs of your customers. If you already have a journey map of your customer’s behavior, but you haven’t revisited the map in a while, and you’re not sure if your consumers are having a pleasant journey; here are some tips to enhance that.
Tip #1: Identifying and solving any customer issues.
The journey map should include when a customer is faced with an obstacle or barrier. Are your agents capable of handling them effectively before they escalate? If the same issues are often encountered by customers, can agents be able to proactively provide a quick way to resolve customer problems or to let them know how to address their concerns? Thus, it’s really important to find the best platform to help notify agents to give them a complete view of the customer’s issues and how they can respond to them.
Tip #2: Minimizing everyone’s effort.
I mean both customer effort and employee. Now, let’s be practical here. Better employee experience means better customer service. Agents must have a full view of customer behavior to maximize customer commitment. It is essential to remove any unnecessary steps that render your agents’ work more difficult and worse for your customers. Agents should also have access to customer data in order to be more reliable and succinct when handling them. It’s no secret that customers enjoy interacting with agents who can listen to them in a more personable manner. It’s crucial to know exactly who your client is, what they’re asking for, and how their experience with your company has been. Therefore, agents can better serve them.
Tip #3: Deliver an experience that exceeds expectations.
Keep the customer journey map as detailed as possible, provide your frontline agents with as much customer information as possible. Let’s think about it this way, if the agent knows all about the customer and the customer’s history up to date, the agent can easily communicate with the customer with all the information they already know! What if the customer can communicate with the same preferred agent they communicated with before if they need assistance once again? Now that’s what you call great customer service and it’s definitely going to be a competitive advantage!
When you have a great customer journey mapping, you start to have a better visual view of your customer experience. If customers find it easy to connect with your company, they will purchase more, promote your product to others and, above all, show strong brand loyalty. The best companies make it possible to identify what is required, to connect to whom they want, to use whichever platform they want, and to get the right support when customers need it. With a suitable platform that matches your client’s needs is crucial and will determine how your team can guide your customers appropriately.
Whether it’s email, chat, social media or web forms, Cention offers an ALL-IN-ONE communication platform to assist you in maximizing communication experience.