You know as well as we do that your relationships with customers are the backbone of your business. If you provide excellent care and top-notch services, consumers will be more loyal to your brand. In fact, customer experience (CX) drives over two-thirds of customer loyalty according to a report by Gartner. That’s more than brand preference and pricing combined. It makes sense that you would choose a communications system that would enhance, not just support, your relationships with customers.
What to Look for in a Communication System
There are a few ways to know if a system is CX-supportive. We’ve listed some of the most important capabilities to get you started.
Provides excellent reliability and call quality
Customers want to be able to reach you. And when they reach you, they want to jump straight to the reason for their call without wasting time repeating themselves or being forced to raise their voices due to audio issues. Or, even worse, get dropped from the call! But if your communication system offers geo-redundant network services and crystal-clear HD audio, these interruptions and annoyances will be a thing of the past – leading to a boost in positive customer experiences.
Offers integrations for Common CRM and Support Software
When your customers reach out to you, they expect the agent on the call to be friendly, knowledgeable, and effective. To do so, the agent needs CRM and support software full of information about the customers’ habits, preferences, etc. If records are incomplete or information is inaccurate, customer experience will suffer.
Having a communication system that integrates with other software allows agents to few call logs, call recordings, and much more from one pane of glass. No more missing records or hunting for additional information! Personalized support is provided at the speed your customers crave.
Equipped with customer-centric features – like ring groups
Though hold is a necessary feature in communications, no one likes being put on hold. Especially if they have a particularly pressing problem. According to a recent study, 71% of consumers (age 16-24) believe that a quick response from businesses will drastically improve their customer experience. So, you need to be sure your communication system has features that amplify customer/agent connections and shorten response times. Some of these include ring groups, advanced call distribution, one-touch call transfer, and priority alerts.
Capable of omnichannel communication
Customer experience doesn’t just encompass phone calls anymore – and it hasn’t for a while! Usage of texting, online chat, and even instant messaging on social media has steadily climbed over the last decade. Consumers now expect to be able to reach businesses using multiple channels. It’s up to you to be reachable! Having a system that provides texting and IM capabilities is a surefire way to futureproof your customer experience process.
Comes locked and loaded with robust reporting capabilities
Improving customer experience processes can seem like a giant guessing game if you don’t have access to actionable data. Investing in a system that provides real-time statistics regarding call quality, agent performance, and more, in a single dashboard will be incredibly beneficial. It will give you the insights you need to streamline your customer experience processes, support your service teams, and maintain an excellent level of customer care. Remember, if you can measure it, you can manage it!
Positive Impacts of Customer-Centered Communications
Investing in, and focusing on, your customer base will reap major benefits for your brand and your bottom line. For instance, if your customers are treated well, they’re more likely to leave positive reviews about your business and your products. This boosts your SEO, gets more eyes on your site, and thus increases your customer base. Especially since 90% of consumers are heavily influenced by positive product reviews.
And when your customer base grows, your sales will follow, leading to an incredible increase in revenue! And we’re not exaggerating. It’s been shown that customer-centric companies increase their revenue 1.4 times faster than companies who aren’t. Growth like that should never be ignored.
Start Stepping Up Your CX Today with Yabbit
Whether you’ve got a stellar CX, or it could use a little tweaking, we’ve got the tools in the burrow to help you retain customers and ramp up your revenue. From Yabbit’s innovative UCaaS platform to our feature-rich contact center solution, we can provide all the capabilities listed above and more.
Not only that, but our customer experience suite of products also comes equipped with voice transcription and empathy analysis, empowering you to understand their motivations and intentions and act accordingly – even if you’re reviewing the conversation at a later date.
Interested? Experience our excellent customer experience yourself by contacting Yabbit today!