An optimal customer experience begins with insight. Insight into both quality and content. Insight in history, but also in real time. Thanks to all that insight, you take your employees – and therefore your organization – to a higher level, and it even helps you turn a negative message into a positive one.

Understanding quality

It all starts with good reporting. The more data you collect, and the more valuable information that comes from it, the more insight you have. For example, with a good reporting system, you can see how your employees are performing and the quality they are delivering. Based on that, you can make decisions about how to coach your employees to keep quality high. But you can also see, for example, how many calls and e-mails you receive, how often a customer calls back and how often you meet or fail to meet a so-called “first time fix.

Content understanding

But you also want insight into content: what are the contacts about? Are there a lot of questions about invoices? Then there must be something wrong with your invoicing process. Have you introduced a new product and are the questions about it flooding in? Then chances are there is room for improvement in your communication. In this way, your customer contact environment – if it’s set up properly – involves many more insights than just the service process. It touches on all your processes.

Real-time insight

Besides historical reporting, from which you can get a tremendous amount of information, you also want real-time insight into what’s happening. If there is a sudden spike in your calls at 2 p.m., you want to see immediately what those calls are about so you can respond to the situation. For example, a newsletter may have been sent that raises questions, or perhaps there is a delivery problem, caused by a third party.

Manage expectations

Take Black Friday. For many web shops, especially during the corona pandemic, a very important event – which these days is no longer limited to that one Friday. A huge number of orders are placed during this period. Naturally, you’d prefer to deliver these within the deadline as stated on your website. But by now we can all dream of the message “Due to heavy traffic, orders may be delayed a few days”. Such a notification is very important. By telling customers that you will not deliver within the normal 24 hours, but within – say – 48 hours, you proactively inform your customers and manage expectations. This way, you can even turn a negative message into something positive. The same goes for a product that appears to have come out of production with a defect. By proactively approaching buyers, you avoid a lot of hassle and ensure that buyers continue to look at your organization with a positive outlook.

Curious?

That ideal customer journey, the optimal customer experience, is the primary factor by which you can differentiate yourself from the competition. It determines the future sustainability and success of an organization, both in the short and long term. Do you also want to stand out in the market? Then contact us without obligation. We will gladly work with you to find the ultimate solution for your customer contact center. Want to get acquainted first? Stay informed by signing up for our newsletter.