CUSTOMER behavior and expectations can be fickle and yet a company’s customer service strategy must keep up with them. Gone are the days when customers expect nothing more than an excellent product. After-sales service and a great customer experience now come into serious consideration when purchasing a service or product.
All these make it crucial for companies to optimize customer experiences in responsive ways.
How can companies be responsive? Here are a few suggestions:
1. They should adopt a human-centered approach to customer experiences
“Human-centered design” is a real problem-solving technique that enables businesses to come up with products, services, and experiences that deeply resonate with their target market by placing real people in the development process. The objective here is to keep customers’ needs, likes, and dislikes in mind. The three stages of human-centered design are inspiration, ideation, and execution. During the inspiration phase, the company immerses itself in the customers’ environment to understand what it is they really need and desire. The ideation phase, on the other hand, is where the customer experience team synthesizes learned lessons, identifies opportunities for reassessment, and creates prototypes of feasible solutions. Lastly, the implementation phase is where the learning from the test case scenarios is put into play. Here, the companies consistently and continuously keep working on the design and incorporate customer journey upgrades throughout.
2. They maximize customer experience for mobile devices
Smartphones, tablets, and other mobile devices are key paths for customer interaction. As such, they require appropriate website optimization. Websites have to be mobile-friendly because mobile performance metrics affect a website’s ranking in search results.
3. They strengthen self-service capabilities
The majority of customers seek quick solutions to their issues and often prefer not having to interact with customer representatives. Because of this, companies had better add self-service customer experiences into their channels. One way to strengthen this solve-it-yourself aspect is to have a knowledge base that clients can search and browse. This must include, blogs, articles, tutorials, how-to-videos, and FAQs. Throw in digital assistants such as chatbots into the mix. The hottest developments in AI and machine learning have made mammoth improvements in how well digital assistants optimize customer interactions. This allows you to engage contact centers for technical needs.
These customer experience standards will continue to change. As it is, the metrics are changing fast. For companies to keep up, they have to have an agile mentality that can adapt to any customer experience expectation. They must be able to extend and diversify channels, as well as upscale or scale down in a snap.
For agility like this, you need a partner with a robust work culture and a commitment to giving your organization exactly what you need..
Talk to us.
NEARSOL is a US-based BPO and service company that offers clients custom-design solutions. With major hubs in Manila and Iloilo, it began operations in 2006 and has since gained a strong presence in the Latin American regions, the Caribbean, and the Asia Pacific, winning many awards for quality and service along the way. Most recent of which is its Great Place to Work-Certified™ Recognition, a global accreditation that tells stakeholders what employees think of the company culture.
Visit our LinkedIn to learn more about our company and our global footprint./PN
