The Largest Driver Behind Effortless CX is a Key Contact Center Metric
Although there are various drivers that play a role in successful customer service interactions within the digital world, the most important driver behind giving your customers the effortless experience they expect is resolving their issue(s) in a single interaction. According to The State of Digital Care in 2018, 38% of respondents stated this as the single most important aspect regarding customer service while 100% of all respondents deemed it a “must have” for great digital customer service.
What makes the first customer response so important?
As technology evolves and information is more readily available at our fingertips, the public’s expectation for timely responses and answers becomes the norm. Being able to access information anywhere gives people a sense of instant gratification, which they become used to when they’re looking for answers. This doesn’t change when contacting a customer service center. This first initial interaction with a customer sets the tone regarding how a business operates and can ultimately affect the way that customer perceives the brand. When your customer contact center is able to answer questions and resolve issues during the first interaction, your customers will see your business as one that understands their needs and one that values them as customers.
Benefits from resolving issues on the first interaction
There are many benefits that come from a high success rate for first time interactions. By resolving customer issues quickly, you will be establishing a strong relationship with your customers because they will understand that they’re valued and can count on your company for support. This increases brand loyalty as well as brand perception, or how your company is viewed by both potential and current customers. These two important benefits will eventually begin generating additional sales from repeat customers as well as decrease customer turnover. Lastly, by solving issues on the initial interaction, your customer service agents will become more efficient, allowing for optimal resource allocation.
How to improve success rates in first time interactions
So now that we all understand the importance of this metric, how can we go about improving our success rate? Well, the first step is to adopt and to start utilizing the right technology. This technology will be a vital tool to a holistic contact center operation and should help promote a consistent customer experience across all channels of business. The right technology will allow your team to use data and behavioral analysis to better understand your customers.
Being proactive with customer interactions instead of reacting to issues is a great way to build customer confidence and improve success rates of first time responses. The newly adopted technology mentioned earlier should be able to provide agents with predictive data, allowing them to pinpoint optimal moments to be proactive.
For continued improvement in successful first time interactions, be sure to stress the importance of being knowledgeable about all services offered, and leverage the adopted technology so your reps will have any information they need to solve customer issues in real-time.The ability to have answers readily available when needed as well as have access to the most recent information about customer behavior can increase efficiency when interacting with customers.
Treat a customer’s first interaction with your customer contact center as you would a first impression when meeting someone new. It’s important to make it a positive one in order to increase brand loyalty, improve customer perception and to increase the amount of customers who come back for additional business.
If you are interested in learning how to increase the success rate for first time interactions for your customer contact center, contact us today. Our top-level technology will give you all the tools you need to give your customers the best possible experience.