Does it feel like focusing on customer experience isn’t giving you a proper return on investment? Don’t worry, you’re not alone.
In a recent article, Michelle Palomera says that more than three-quarters of companies feel the same way due to a variety of challenges. For companies with this issue, Palomera recommends adopting a journey-driven transformation approach specifically designed to complete business objectives.
There needs to be a digital strategy based on extensive customer research that combines human and AI and automation in order to achieve objectives. This includes utilizing intelligent software that can track the entire customer journey and keep all information in a centrally-located platform to help create a fluid and continuous customer experience.
In addition, it’s important to design the website to point your customers in the right direction to drive your business’s desired results. Finally, companies need to have perspectives across all of their departments to create the ultimate program.
This blog post is based on an article from CustomerThink. To read the article, please click here!
The Significance of a Fluid Customer Journey, and How Contact Centers Help
Does your customer experience allow users to jump from channel to channel and pick up where they left off each time? Some brands provide this convenience for their customers while others don’t. There’s no one right way to run a company, but the more fluid of an experience you offer your customers, the more likely they’ll be to come back for another purchase. I’ve had this experience myself multiple times.
I’ve shopped on a mobile website and put items in my cart to purchase later, only to log on to my desktop computer later in the day and find that my items are gone. This example isn’t world-ending by any stretch of the imagination; let’s not get carried away. However, it does make me second-guess using that particular website again as opposed to a competitor that allows me to shop for products in their app and then find those same products stored in a cart or favorites section on a different platform later.
Again, this isn’t a groundbreaking concept and some companies don’t have the means to provide high-levels of digital capability. The general idea is important, and that’s to provide your customers with consistent and efficient service. If you don’t have the ability to offer this convenience in-house, then outsourcing with an omnichannel contact center can be a great alternative. Your business might not have cutting-edge software to track the customer journey, but contact centers do and having an outsourcing partner can be an affordable way to bring your customers a better experience.
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