Customer service is becoming increasingly unpredictable. Supply chains have been completely disrupted, and consumer behavior has become less predictable.
Brands can’t afford to ignore Customer Experience when their reputation and loyalty are on the line (CX). So, how can businesses address the unpredictability of customer service while meeting customers’ needs at every stage of their journey? Elasticity is the answer.
Elastic customer service is key.
Elastic CX operations, which can expand and contract in response to changing market conditions, resulting in a more fluid, flexible business model that allows customer service agents to meet the changing demands of both customers and the organization, regardless of what is going on.
Support teams are currently overburdened with manual, routine tasks that consume agents’ time and effort, resulting in long response and resolution times that annoy customers. Brands can rely on empathy and technology as important tools to deliver the personalized, automated, and contextualized interactions that modern customers demand by adopting a more flexible customer service approach.
Happy agents mean happy customers.
It can be difficult to gain your customers’ trust, especially after something has gone wrong. Brands can communicate how much a customer means to them by empowering agents to address problems with empathy and humanity, as well as training them to truly listen and act on customer concerns.
Technology enables added elasticity.
It’s also critical to make sure that agents have access to all of the necessary technology so that they can provide a fantastic and seamless customer experience. Artificial intelligence (AI), for example, can help to replace menial, repetitive, and time-consuming tasks with intelligent automation that can detect intent, collect relevant data, automate agent interactions, and route conversations based on the request type or customer data.
Final words:
This pandemic has served as a wake-up call for modern customer experiences, exposing flaws and challenges in the current system. Connect with Cegura Technologies to know more about the customer service and customer retention strategies that lead to the success of your business.
