June 28, 2017
There are many facets to the customer experience. But consumer surveys and analysis show that a handful of factors have great weight:
- How long are customers waiting on hold? According to NewVoiceMedia, 53% of customers report being irritated if they cannot speak to a real person immediately.
- How quickly can they reach a person who can solve their problems or answer their questions? Harvard Business Review reports that 56% of customers have to re-explain their issue multiple times to multiple people.
- How simple and efficient is the interaction with the company? Or are you asking customers to call many numbers or receive call backs from multiple agents or specialists?
These are the types of metrics and characteristics that are the focus of customer engagement quality programs.
How can you manage your customer-facing communications with these factors in mind?
Reach & Responsiveness
Very often, a superior customer experience boils down to reaching the right employees promptly and for them to respond efficiently.
For example, a contact center experiencing higher than normal call volumes might play a recording letting a calling customer know that waits will be longer than usual. But instead, what if you could have additional agents on call and standing by, even working remotely on mobile phones? If call volume reached a certain point, you could route calls to these overflow agents and shorten wait times.
Similarly, customers who have fairly complex problems might be frustrated if they have to call back or call another number in order to reach a specialist. Much better would be to enable your agent to instantly conference in a specialist standing by on call so that even the most complex problem could be resolved in the span of that initial call.
Lastly, customers like simplicity in their interaction with the company. But if they have to call a variety of numbers depending on their needs, and if they get calls back from field service technicians on unfamiliar mobile numbers, then the experience is not simple.
Delivering the Superior Customer Experience
The Kinetic Communications Platform from Tango Networks promotes a superior customer experience by improving the reach and responsiveness of your agents and other customer-facing employees, while simplifying the whole experience.
It does this by seamlessly integrating all your employees’ mobile phones into corporate communications systems, making them extensions of your existing systems.
Now you can apply your same customer experience, quality assurance, analytics, compliance and workforce optimization (WFO) tools to your employees’ mobile devices. That includes personal devices in a Bring Your Own Device (BYOD) program.
The platform enables your contact center operation to route calls to agents or specialists on mobile devices, which is critical with today’s mobile workforce.
Calls to and from all these mobile devices will use your corporate number and identity instead of the identity of an employee’s mobile device, resulting in a simpler customer experience.
Check out our Customer Engagement Mobility solution for more details, or contact us today for a personalized demonstration.