Customer experience, or CX, is your customers’ overall impression of their interaction with your company or brand. The customer experience (CX) is the sum of a customer’s encounters with your organisation, from browsing the website to contacting customer support to delivering the product or service they ordered. So having basic customer service tools becomes the need of the hour.
Delivering a positive client experience is necessary for every company. The better the customer experience, the more business and favourable feedback you will get while also lowering the friction of customer complaints and returns.
Everything you do affects your customers’ perception and their decision to return; thus, having some customer service tools that can lead to great CX is your key to success.
Higher customer loyalty, increased customer satisfaction, stronger word-of-mouth marketing, favourable reviews, and recommendations are all advantages of providing an excellent CX with the help of customer service tools.
Customer Service Tools That Help You Achieve Exceptional CX
Knowledge management refers to how companies collect, organise, and exchange data with consumers, employees, business partners, and other stakeholders.
It also refers to the technology that allows all of this data to be accessed, added to, and updated. In addition, companies utilise internal knowledge base tools to transfer expertise and important information between departments.
Establishing a knowledge-sharing culture in the workplace allows all employees to have equitable access to institutional knowledge that can assist them in their work. It also allows everyone to contribute in some way to that knowledge.
It’s also possible to apply a knowledge base for superior customer service. For example, self-service solutions enable customers to solve small problems independently, such as changing a password or printing a return label.
When done correctly, customer self-service improves C-SAT while also increasing live agent efficiency and a company’s bottom line.
Customer Relationship Management
Customer Relationship Management (CRM) is a software solution that assists business owners in nurturing their relationships with their customers. Along the process, Customer Relationship Management (CRM) may help with organisation, efficiency, time management, and impressing clients.
Customer relationship management (CRM) is a tool for managing all of your company’s customers and potential customer relationships and interactions with company employees. The objective is straightforward: to improve commercial relationships.
A customer relationship management system (CRM) aids businesses in staying in touch with customers, streamlining procedures, and increasing profits. When people talk about Customer Relationship Management (CRM), they usually mean a Customer Relationship Management (CRM) system, which is a tool that aids in contact management, sales management, productivity, and other tasks.
CRM solution allows you to focus on individual people in your organisation, such as customers, service users, colleagues, or suppliers, throughout their lifespan, including discovering new customers, gaining their business, and providing support and additional services.
Telephony is the technology that allows us to communicate at a distance. Telephony has gone a long way since the introduction of the first telephone and is commonly linked with voice communication between two or more people who are far from each other.
The technology used to deliver text messages, video calling and conferencing, voicemail, call recording, and fax is referred to as telephony. The term is now widely used to denote all forms of communication technologies. Telephony helps in avoiding miscommunication.
These essential technologies have evolved to meet the ever-changing needs of today’s consumer and modern workplace, encompassing all forms of spoken communication, including text transmission, electronic voice signaling, and video communications.
Co-browsing software enables agents and customers to ‘browse’ a website, web application, or mobile app in real-time together. Co-browsing is most typically utilised in customer support scenarios, but it may also be used to increase online conversions and experience by sales teams and other business operations.
These customer service tools are often used in combination with live chat, allowing customer support representatives or even full sales teams to connect with customers throughout their buying process. Through the web browser, the service agent receives an exact visual depiction of the customer’s website perspective. Any modifications are updated in real-time on both the client and agent views. The agent may assist the customer by safely co-navigating the website with the customer.
In addition, the co-browsing tool can assist the customer support agents in annotating the customer’s view of the website, assisting with form completion, and even overlay documents.
Interactive Voice Response
Interactive Voice Response (IVR) is a feature of an automated business phone system that interacts with callers and gathers information by presenting them with a menu of options. It then takes actions based on the caller’s responses via the telephone keypad or voice response.
The caller’s choices determine the Interactive Voice Response (IVR) ‘s activities: it can deliver information, or, if the problem is more complex, it can direct callers to a human agent who can better manage their needs. Companies and contact centres utilise interactive voice response systems (IVRs) to route calls based on the choices made by the caller.
Based on these options, it can detect whether the caller wants to speak with the billing department, the technical support team, or simply a human operator. It’s also used to provide vital information or instructions, such as promotions, updates, or other important information.
Customers have higher expectations than ever before, spreading word of mouth quickly! And as the customer gains more power, the customer experience becomes even more important.
Customer experience is an area that requires continual nurturing and care, and firms that place a larger emphasis on customer experience strategy will see a rise in customer loyalty, retention, and revenue growth.
So, to improve customer experience is not a one-person job, and it cannot be fully ‘offloaded’ to a computer. Instead, it necessitates your customer service executive’s combined expertise and strategic thinking, as well as the scalability and agility that intuitive tools provide.
Try these tried customer service tools that address key areas of your customer experience journey and help you make CX history.
About The Author
Manpreet is a senior digital marketing executive at Knowmax, a SaaS-based organization that offers knowledge management solutions for various industries like telecom, banking, healthcare, insurance, e-commerce, etc. When he is not on his work desk, Manpreet loves reading novels based on historic events & sometimes watches videos that talk about the world beyond earth.