Whether you call them members, subscribers, or shoppers, the customers you serve have high expectations and limitless alternative choices. Turning them into loyal advocates for your brand requires you to understand and own every element of CX.
Are you capturing their feedback, or just putting out fires?
Are your teams meeting their needs and representing your brand identity in every interaction?
Are your customers running into issues that you don’t even know about?
Are you looking for a better way for your brand to win at customer experience?
Discover the top reasons your customers are contacting you, why they’re frustrated, and gain visibility into what is really impacting your customer service.
Ensure you have the accurate visibility into how your team members are handling each customer. Spot issues immediately – to address small missteps before they become bad habits.
Help each team member say the right thing, at the right time with guided workflows that help them showcase their personalities while staying within your policies and responding to customers in a timely, accurate, and empathetic way. Everytime.
Failing to follow the rules and regulations required of call centers can have serious consequences for your business. Non-compliance puts you at risk of:
❌ Costly lawsuits and fines.
❌ Negative publicity.
❌ Loss of customers.
❌ Halted operations.
Your customers expect fast responses and resolutions to their inquiries and complaints. In fact, 46% of customers expect a response within four hours, and 12% want a response within 15 minutes or less.
Contact center key performance indicators (KPIs) like average handle time (AHT)
Your call center is the heart of your business. It’s one of the ways your customers interact with your brand directly, and the service you provide has a huge impact on your overall customer experience. However, running a call center is expensive. For small businesses, a call center of just four people can cost more the $250,000 per year on average.
Wondering how AI can make it easier to understand your customers? Hear from our Lead Machine Learning Scientist on our approach to Customer Sentiment and why tools like ChatGPT fall short.
