When it comes to your call center, improving the customer experience is the single most important contributing factor to attracting new business, as well as retaining the business you already have. Service is the crucible of the customer experience – the place where your claims, your mission and your values are tested. It has been a long-held belief in business that when your customer is most in need of help, your ability to delight them with an “above and beyond” service experience is what will drive their loyalty.
According to CEB and Forreseter, however, your customers aren't looking for an experience that delights them. They want you to make their problem to go away easily and quickly.
Research shows that customer delight increases costs by 10 to 20 percent, but only occurs 16 percent of the time. What's more, poor customer service drives disloyalty four times more than customer delight drives loyalty. The best way to mitigate disloyalty and drive loyalty is to reduce customer effort. Your experience strategy should be to move away from "wowing" the customer and adopt a strategy of creating customer loyalty by reducing customer effort.
At MicroAutomation, we have been developing and implementing contact center solutions for 25 years to reduce customer effort and drive what you want most: loyalty. Through the use of simple and effective Computer Telephony Integration (CTI), advanced Interactive Voice Response (IVR) solutions, proactive notification, and comprehensive reporting and analytics solutions, our products and services can empower you to provide a customer experience that is as painless and expedient as possible.
The Statistics Analysis Manager (SAM) reporting option of Call Center Millennium is a comprehensive data collection and reporting system that will give your call center managers the up-to-the-minute information they need to effectively manage infrastructure and human resources for peak call center performance. SAM provides both historical and real-time reporting information in an easy-to-use and flexible format that can be customized.
We develop Interactive Voice Response (IVR) applications that your customers will want to use. Our staff has expertise in designing and developing speech-enabled IVR solutions for various platforms including Avaya Aura Experience Portal, Enghouse Communications Portal, Genesys Voice Portal, Aspect Advanced Voice Portal (formerly Voxeo), and others. Using an Intuitive IVR design methodology that focuses on designing call flows the way the caller expects to use the system rather than the way the data is available from the backend databases, we are able to produce applications that provide a personalized experience and achieves IVR containment rates of 60% to 95%.
Our MicroAutomation "MAVENs" are trusted experts in the field of customer service, and can help you leverage best practices and leading-edge call center technologies to improve customer experience and provide you with the greatest return on your investment. In fact, most of our customers have been with us for over 15 years and consider our team members as trusted advisors who can provide strategic guidance for their call center decisions.
Not only will you see improvements with key customer experience metrics such as NPS, CES, CSAT, our services can enable your company to drive customer loyalty rather than encourage disloyalty. That's because the most important problems you can solve for your customers are to:
With these simple changes, you can turn a disappointed customer into a loyal customer.
Download our checklist - The Top 10 Features Your Proactive Notification System Needs to Have - to learn:
…and more. The ability for customers to “take action” when a call, text, email or Tweet is received is more powerful than ever. Download our checklist to learn how you can implement our tips and tricks to maintain customer loyalty.