How to Optimize Your Company’s Customer Experience

Written by KOVA Corp

Advertising has gone a bit overboard in the high tech marketing environment of 2016 – to say the least. With the hottest SEO (search engine optimization) consultants vying for consumer attention, clients are developing an insatiable appetite for top positioning in the SERPs race (search engine results pages).

It’s been all about getting visitors to your website lately – finding them, luring them in. However, without a unique service or product to offer, and enough infectious passion to spread around, you’re going to have trouble coming up with loyal buyers, and creating a unique customer experience. If you aren’t deeply devoted to fulfilling customer expectations, you may just end up being one-off.

Imagine a used-car dealer whose inventory is ridiculously overpriced and who specializes in selling them (at exorbitant financing rates) to buyers with credit problems. He may keep his doors open by ripping off one person at a time, but without referrals and repeat business he’s eventually going to fail; with online reviews available for disgruntled users, it may be sooner rather than later.

Now that we’re on the same page (keeping clients once they’ve found us) let’s explore why it makes sense to use an integrated system to ensure the optimal experience your customer is looking for!

Enterprise Resource Planning (ERP)

Considered to be a specialized category of business management software, ERP was originally used to pull together human resources, maintenance and accounting ‘under one roof.’ Today, these web-based solutions are generally a suite of applications with some very important added functions. They can now give you a real-time, leveraged picture of your business operations – by collecting, storing, managing and interpreting the data derived from product planning, manufacturing, market, inventory tracking, payment and delivery.

One powerful tool is Impact360, a system with enhanced analytical capabilities; it integrates customer data with your work processes – increasing the retention of your customers while boosting the productivity of your employees. The software you choose should provide a broad insight into your client’s needs and handle most aspects of enterprise workforce optimization. For a contact center, this might include training which is customized to each agent in accordance with your customer base.

Workforce Management (WFM)

Maintaining a productive workforce is vital to anticipating and fulfilling customer needs. There is much more pressure and responsibility put on the employees of the 21st century, and basic HR is not enough anymore. You can’t just expect to motivate your staff by merely posting compliance regulations on the wall of their break room and making payroll on time.

To stay competitive, you need to make certain your workers are properly trained, have a path to promotion in accordance with their performance, and are taking adequate leaves. The WFM module of a quality ERP system will handle many areas beyond the standard employer tasks; succession planning and talent management, learning and performance management, forecasting and budgeting of labor needs, tracking and analytics of absences and adherence to time and schedule activities. WFM might also include dispatching and mobile elements to streamline communications with field personnel.

Your people are your business, and when you stand behind them and provide them with tools for their success, you not only lift them up but increase the probability of return on your investment. The more staff you have to replace, the more money you lose from having to recruit and train new candidates. Heavy turnover is a red flag of instability to your customers, and it’s also disheartening for the remaining crew.

Enterprise Feedback Management (EFM)

Your EFM module should have the technology to set a point of reference (benchmark) for your company’s progress. Today’s customers interact via many different means; mobile, social media, chats, email, online reviews, etc. In fact, you may never see them in person – especially if you don’t have a brick and mortar location. When you’re not able to shake that buyer’s hand or have a real conversation with them, it’s crucial to be able to exhibit credibility for your brand.

Collecting all client feedback across the Internet and over telephone lines is a large piece of the big picture. But the ability to validate and monitor actions taken (in response to customer suggestions and comments) is imperative in order to comprehend which changes are building loyalty and satisfaction.

Customer Experience Surveys

Experience valuations allow you to compare those scores with your internal quality and scheduling scores. Not only will they give you an overview of performance, they can focus in on areas needing to be improved upon. When you can adequately assess your staff’s performance, it will lay the groundwork for a personalized coaching and training program which maintains consumer confidence.

The customer experience module should provide multimedia recording and archiving of calls, as well as evaluations. Search and retrieval functions give your staff access to available opportunities which enhance customer service, reduce liability and expedite resolutions. Its analytic functions should help you develop a strategy for boosting the longevity of your client relationships.

There are many options to choose from; want some help when looking for proper customer experience software? Take a look at the varieties of contact center solutions online. These solutions are made with the customer in mind.



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