顾客体验等于顾客满意

卢多维奇勒克莱尔

2023年6月21日

Improve your customer experience by connecting your customer with the right expert, 在适当的时候, 在合适的环境下.

如果我们仍然相信“顾客是国王(或王后)”, then we had better do whatever it takes to make sure they are happy. 今天的快讯, 易于访问数字媒体和社交网络, brands can be elevated or taken to their knees with the push of a button. Ensuring you deliver a customer experience that is second to none, is crucial. That means making your customer service strategy a top priority and getting your entire workforce on board.

Technology that enables superior communications and collaboration across mediums and provides employees with the tools they need to engage in meaningful contextual   customer interactions, 会赢得胜利. 虽然技术会有所帮助, organisations also need to optimise resources and budgets while continuing to deliver world-class customer service, 留住和吸引新客户. 将客户与合适的专家Contact起来, 在适当的时候 to ensure a quick response and first-call resolution must be a top priority. After all, we know from experience that a satisfied customer is a repeat customer.

包容性战略

While it might be a challenge for large businesses to include the entire organisation in their customer experience strategy, 专业知识可以在团队中传播. It’s important that all employees are on board with the business priorities and customer experience values. Experts on the front line need to have the right collaboration tools, devices and applications to be easily reachable and to provide context to customer interactions. This approach will create a win-win for customers  who benefit from quality responses, 员工们作为一个团队一起工作.

在阿尔卡特朗讯企业，我们提供 全面的解决方案 that let your entire workforce be a part of the customer experience. 通过我们的智能呼叫路由和分配, desk phones and softphone applications we support your customer service goals. 除了, ALE subscription-based models can provide you with the flexibility to quickly adapt to new demands, 在飞行中, 根据需要.

客户选择

Technology savvy customers are choosing how, when and w在这里 they want to interact. 提供一致的, high-level service while managing multiple interaction channels, as well as dealing with the growing digital channels demanded by the younger generation, 是今天的挑战吗.

Ensuring customers feel valued, respected and connected is key. Multi-channel engagement creates new opportunities to connect with new prospects, and it can provide contextual interactions with existing customers to better meet their 预期 and potentially boost business.

而接入的频谱包括电话, 电子邮件, 网站和社交网络, 是非常一致的, we still need to bring co在这里nce between all these channels. An omnichannel strategy offers a variety of new conversational channels through which customers can achieve first-contact resolution with an equal level of quality and efficiency. While digital channels still only represent a small portion of the exchanges happening between customers and brands, 它们正在上升. Not offering these channels may ultimately result in cutting out part of your customer base.

第一次每次

确保你的品牌, 产品和服务(以一种好的方式)留在脑海中, 意味着每次都能快速有效地做出反应. Rapid response with first-call resolution must be a top priority for customer-focused organisations. Customer Relationship Management (CRM) applications can help you add context to customer conversations by providing a history of exchanges, 首选项, 预期, 最重要的是, relevant information about the situation at hand or any other ongoing issues. Employees with this type of data at their fingertips can reduce customer anxiety or hostility and help to quickly resolve any issues. 另外, Artificial Intelligence assistance can provide typical answers to address customer requests, and frontline self-service applications such as chatbots or voicebots can seamlessly escalate to a human agent for more complex issues.

Improving your organisation’s customer experience strategy doesn’t have to be daunting and it doesn’t have to mean an over-haul. ALE has the solutions to improve your customer’s experiences by connecting them with the right expert 在适当的时候, with the right context to ensure the customer experience equals customer satisfaction.

To learn more about how to turn customer service centres into customer satisfaction centres 浏览我们的网页.