The world today is digital, and obviously, the organizations need to develop efficient strategies that will not only raise your productivity and reduce operating costs, but that make a difference in the customer care digital.
What are your organization by engaging and supporting a good strategy?
In this article, leave a recommendation of best practices.
1. Understand the customer journey
The first thing you should do organizations is to map and identify Journey Map with different goals:
- Detect which are the points at which customers feel frustrated.
- Recognize which channels or tools are not benefiting the tour.
- Trace the journey of the customer across all channels
- Add digital elements to the experience that makes the trip.
2. Simplify the experience
The best customer service digital is focused on making everything as easy as possible and without the least amount of friction possible in every digital interaction that customers have with companies.
The buttons on the web site, the interface of the mobile application, the use of the mobile to request a shift of a virtual way, etc
Every detail must be taken care to make it more easy for customers.
3. Work in the omnicanalidad
Every company need to interact with their customers in a personalized way through their channel of preference. To force clients to come in contact through a channel that does not feel comfortable, you are only going to generate a bad experience.
This implies that, all channels must be connected in the same system so that regardless of the channel through which it reaches the customer, can have a positive experience.
4. Promote self-service
Find the way that customers can meet their needs without the need of getting in contact with someone from the team is really important.
Here come into play tools like the rows virtual portals pre care website or the chatbots of WhatsApp.
In addition, they allow to give a response to the needs of customers faster.
“A chatbot AI, you can respond about 80 % of the questions of their clients without the slightest delay”
5. To know the opinions of customers
To evaluate the quality of customer service is important to know the opinion of the customers through, for example of automated surveys.
The comments of the clients allow you to re-define the products and services they offer to customers.
6. Introduce new customer service channels to digital with care
In a digital environment, the experience you need to turn around to the right technological tools; for example the video.
This type of customer service channels let you keep the experiences close to you and with the human touch that customers continue to demand. Video calls are not only useful to shorten the travel of the customers, we also provide significantly in the sales process.
