Many businesses have started to realize the power of customer voice in the past few years. With the rise in online reviews and social media, it only takes one bad customer experience to place a negative impact on your business. Because customer happiness is essential in today’s business world, what steps are you taking to improve your overall customer experience? The answer is simple. Companies are enhancing experience through customer experience platforms.
What are the most important capabilities that your customer experience platform should have? Here are 5 important features to look for when you are deciding on what platform best fits your business structure:
What You Need to Have in a Customer Experience Platform
1. Omnichannel Capabilities
About 10 years ago, agents only communicated with customers through telephone, fax, or email. Now, customer service agents are expected to be on all of the platforms that their customers are on. This includes live web chat, social media, and text. Because your agents are engaging with customers on all of these different channels, it’s vital to have a platform that connects customer service interactions into one platform regardless of the channel used. If your agents are performing omnichannel/multi-channel operations, so should your customer experience platform.
2. Visibility into ALL Customer Interactions
Customer experience matters. There is nothing more frustrating than to speak to customer service personnel through one channel for an agent in another channel to not understand the situation from the last interaction. A customer shouldn’t have to keep explaining the situation. This creates a poor overall experience. Your customer experience platform should give insight to your agents all in one place, so the customers don’t have to keep feeling that their time isn’t valued.
3. Real-Time and Historical Trend Reports
The best way to improve at anything is to compare past historical data to current data to find trends. Is there a correlation between the length of the customer service interaction and poor customer feedback? Are handle times increasing? Are customers getting the solutions they need the first time? Having a platform that can showcase real-time and historical data will allow your managers to make decisive decisions in a matter of seconds.
4. Easy to Use Customizable Dashboards
Every business is different and that means that there is no “one size fits all” when it comes to contact center dashboards. Your agents and managers need to find the information they need quickly, but they also need to see the specific set of analytics that pertains to their pre-existing operations workflow. When searching for a customer experience platform, it should have an easy to use customizable dashboard so that your supervisors can find the metrics they were already looking for to be able to make new benchmarks and manage effectively.
5. Seamless Software Integration
Your business is probably already using a contact center software system to handle the essential processes of running a contact center. Your customer experience platform should seamlessly integrate with the programs your center already has to make the employee experience and end customer experience satisfactory.
Are You Ready to Enhance Customer Experience?
At the end of the day, your customers are important. Their voice and feelings towards your brand matter, and it’s time to take steps towards improving their experience with your business so that they will continue to trust and continue to do business with you.
Where should you go from here? You have the motivation to move towards transforming your current operations and you want your customers to be more than just satisfied with your business. Schedule a demo to turn your insights into actionable data and improve the customer experience.
