Digitalization is still a fear for some contact center managers. A shame, because digitization offers you precisely the opportunity to achieve one hundred percent customer satisfaction.

Embrace digitization

Embracing digital opportunities presents tremendous opportunities for businesses, reads this article on MarketingTribune. As many as eighty percent of consumers use mobile devices to search for information, reviews and prices before making a purchase, 65 percent of them do online research before visiting a store. Three-quarters use reviews before proceeding to purchase a product. This is forcing companies to put their customer experience under the magnifying glass once again. To achieve optimal customer service – and therefore an optimal customer experience – you have to digitize. Companies that have a strong omnichannel environment achieve retention rates as high as 89 percent.

Connected 24/7

An example. As recently as 2013, a forty-something woman preferred telephone contact with a company’s customer service, and 84 percent of people with her. Today, a customer with the same profile will prefer email or social media. Phone remains important, but the percentage who prefer to use the phone has dropped by about 40 percent. Because today you are connected to your customers 24/7, customer service has become more complex. By digitizing, you can significantly improve your customer experience because it allows customers to contact you – or find the answer to a question – even when your call center agents are not at work.

Personalized relationship with your customer

So to achieve optimal satisfaction, you need to create a solid digital strategy. Choose the right channels, consider customer behavior and offer your customers a seamless customer journey. Not only will it strengthen your brand image and increase customer loyalty, but it will also help you stand out from the competition. Digitization allows you to put your customer first and build and maintain a personalized relationship. Of course, this means that your agents also need to be understanding to people who are not yet as far along. After all, every customer needs to feel heard.

Rely on an omnichannel strategy

Digitization and an omnichannel strategy gohand in hand. An omnichannel strategy is at the heart of digitizing customer service. Your customer wants to be able to use every channel, without compromising on customer friendliness: research on your website, contact via chat or WhatsApp, a phone call, every time, employees must be fully informed about all the information about this customer. Knowledge of your customer is vital when it comes to loyalty, and service quality is essential. Therefore, digitization and quality assuranceshould alwaysgo hand in hand. That way, the customer experience gets a little better every day. On to that one hundred percent!

Curious?

About twenty years ago, we started supporting call centers. By now, most call centers have evolved into contact centers. We have included all the knowledge, skill and experience of the past two decades, which ensures that our solutions are not only smart and stable, but also provide the optimal customer experience. Want to know more? Then contact us without obligation. We will gladly work with you to find the ultimate solution for your organization. Want to get acquainted first? Stay informed by signing up for our newsletter.