Providing a positive customer experience is essential; that's nothing new. But did you know that understanding which customer experience (CX) investments are worthwhile for your contact center can make it a path to profitability?
Fact is, a direct correlation exists between CX and earnings. According to Gartner, "Seventy-five percent of organizations are now able to show that customer satisfaction leads to revenue growth through increased customer retention or lifetime value." In turn, CCaaS systems enable the delivery of these exceptional experiences and in doing so, help companies drive revenue.
Here are some ways CCaaS-enhanced CX can help turn your contact center into a revenue builder:
CCaaS platforms offer various customization options for users, allowing them to tailor their experience to meet their needs. These include:
Omnichannel capabilities allow customers to connect with your company using their favored mode of communication (voice, text, email, chat, etc.) and move between modes with continuity.
AI-driven self-service options let customers bypass wait times and perform various functions effortlessly without speaking to a live agent.
IVR menus improve customer interactions by allowing them to verify an account before speaking to a live agent and by offering customers the chance to answer some questions about their encounter, so they're routed to the right agent the first time.
Customer histories are available to every agent regardless of channel so that they can provide a personalized experience based on customer data and feedback.
Coupled with more pinpointed service and proactive problem-solving capabilities, this gives customers an improved user experience, often leading to higher conversion and loyalty rates.
Higher Levels of Customer Satisfaction
CCaaS analytics enable companies to measure customer satisfaction. Knowing how customers feel about your product or services allows companies to identify areas that need improvement and ways to serve their customers better.
Tools such as customer surveys and feedback forms are important when providing customers with an exceptional customer experience because they allow businesses to measure customer satisfaction and track changes over time. Additionally, using CCaaS analytics tools on user data will enable companies to optimize performance while proactively solving customer issues.
These tools help in several ways. They collect, process, and evaluate customer data and can even provide real-time insights and assistance to managers and agents during calls. Additionally, these metrics assist in staffing levels and training opportunities, ultimately driving a more positive experience.
Guidance on New Products or Services
Finally, having a solid presence in social media or other channels allows companies to engage directly with customers, improving relationships while giving brands valuable insight into what customers think about their products or services. CX-focused CCaaS platforms bring together one interface for voice and digital interactions.
This potential windfall of information is priceless when looking at improving CX practices or launching new offerings. Wouldn't it be great to know how your company's new product or policy is received before launching? This feedback ensures greater success and better launch rates, plus lets your customers know you value their input and that your decisions are customer-centric.
By providing customers with an exceptional experience using CCaaS capabilities, companies can build trust and create long-term relationships that can lead to increased sales. Additionally, by delivering high-quality customer service from the start, companies can significantly reduce customer churn rates and ensure their clients keep returning for more.
Do you want to explore ways to improve your CX with a modern contact center communication solution? Contact us to get started. We'd be happy to help you determine the best system for your situation.
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