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Switching has never been easier – so how do you stop it? CX is the answer

In today’s society, the consumer is king.  And when we receive a price, service or product we are not happy with, we don’t think twice in taking our business elsewhere. Plus, with so many platforms available in which to share our feedback – reviews, forums, social media – we can tell everyone else about our experience too. So not only is the consumer king, but the consumer also holds the power. 

Since governments and regulatory bodies got involved to enforce the practice across industries, this ‘easy switching’ environment has given consumers even greater choice and control. But for the provider, it means winning a customer may be less of a challenge but keeping them certainly is.

In an effort to combat the situation, many businesses are investigating their customer journey to understand where the customer experience becomes negative, and ultimately fix it to retain market share. But why is customer experience important?

•    84% of organisations working to improve customer experience report an increase in revenue*
•    86% of buyers are willing to pay more for a great customer experience**

If customer experience is important to the customer, it must be made a priority for the business, and many are taking advantage of the tools available to manage and maintain a consistent level of customer service.

Innovative software and hardware are available in their masses, along with additional training for staff, but businesses must look at the customer’s journey as a whole and sometimes the most obvious pain point is the best starting point. 

Managing inbound call traffic to optimise for the best call experience is one-way businesses in many verticals are improving customer experience. 

Nothing is more infuriating than calling a provider, to then navigate an endless maze of options only to find you have taken a wrong turn and are now speaking to someone who cannot answer your query. This is perhaps only matched by being placed in a call queue with no idea as to whether you will be waiting 2 minutes or 20 to speak to someone.

An inbound call management system is an easy way for a business to give customers the best call experience every time. And it’s the simple things that make a difference…

•    Call queuing with custom announcements on wait times with the option of leaving the queue in favour of a call back or email contact
•    Custom audio files allow you to match the hold music to your customer base
•    Dynamic call routing based on skill sets so your customer speaks to an agent that can assist them
•    A call whisper function that gives the agent a heads up on what the call is about, and they can choose to accept or reject it based on their knowledge
•    Dynamic distribution of calls during peak hours to other geographical locations. No change in service for the customer and quicker call times
•    Call recording which can greatly assist with training staff and maintaining service levels
•    Post call surveys so you can really find out how your customers feel and where changes need to be made

Getting inbound calls right not only gives businesses control, reporting and insight, it delivers your customers the best experience and in return, more likely to stick around.

To find out more about Nasstar Channel’s award-winning inbound call management system Myriad speak to your Account Manager 

*Dimensions Data ** Temkin Group