What should the modern customer experience look like?

Customer experience (CX) is becoming increasingly important. But meeting evolving customer expectations remains a challenge for service driven companies. So what are the key CX trends, and what tech is readily available to help you stay ahead of the game?

Data

We’ve been talking about how data can help deliver more sophisticated customer experiences for years now. And, in 2018, more and more businesses are becoming data-enabled. However, for many companies, data collection is still done using outdated (and often prohibited) processes.

At Service Geeni our technology allows mobile workers and back office staff to share data, in real time. So customers are always kept in the loop, and they don’t get frustrated by having to share their information more than once.

With poor communication and lack of information a key factor when it comes to straining buyer relationships, we are already at the point where customers expect this level of service as standard.

Updates

Today’s customers demand a higher level of service, and they expect to be regularly updated. But, without extending your opening hours, it is difficult to provide 24/7 access to information.

As such, more and more businesses are investing in client dashboards and portals to provide access to all the latest service and performance reports. This solution frees your customer-service employees to deal with more complex issues and provide more proactive support.

Automation

Automation is leading to greater efficiencies and cost savings. But it can also benefit your customers.

For example, response time is a crucial measurement when it comes to customer satisfaction levels. Generally, a quicker response time leads to higher levels of gratification. And today, customers want that resolution as rapidly as possible – often before they pick up the phone and talk to you. As such, implementing automated cloud-based assistance as a first-point of call is becoming increasingly popular. Even better, by removing first-response responsibilities, your customer service team can focus on providing a more bespoke service to resolve more complex issues.

What’s more, by automating processes, the cloud can help your engineers and other mobile workers to become more productive. Jobs are responded to more swiftly, problems identified sooner, and communication between customers, support staff, and engineers enhanced. So your employees get to your customers faster, with the right information and equipment needed to do the job at hand.

Personalisation

Today’s customers demand a more personalised customer experience. Everyone has their own unique needs and priorities, so providing a one-size-fits-all service with stock answers only leads to frustration.

With the cloud, it is possible to glean a deeper insight into each customer’s needs and tailor your service and support accordingly.

Security

In the face of evolving data protection regulations, today’s businesses need to be selective about what data they need and how they use it to serve their customers.

Cloud-services can be set up in a way to ensure that your business only ever has access to the data it needs.  For example, if you do not need to process a person’s religion or political views, then your system can be configured in a way that prevents this data from being entered.

Today’s technology is an enabler that has put the customer at the very heart of their interactions with your service-led business. What’s more, because of the benefits it provides, the cloud leads to happier customers. And that can only ever be a good thing.

For more information on how our software can help make your customers happy, contact us today for an informal chat.

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