The customer experience (CX) has become increasingly crucial in most industries. When a business or consumer needs to decide between your business and your competitors, customer experience is often the deciding factor.
CX influences return visitors and impacts new customers by informing them what they’ll hear about you from others. From traditional word of mouth to online reviews on third-party websites, providing an outstanding or terrible customer experience can have far-reaching effects on your business.
Creating a great CX is a multi-faceted process that impacts every corner of your business. One of those corners is any communication tools with which your customers or clients will interact.
Choosing the right tools that reduce friction and improve clarity is vital. You can further improve the experience of your customers by implementing customization, both in how your tools look and feel, in addition to personalization whenever possible.
How can you enhance CX by strategically customizing your communication tools? Keep reading to find out.
Any app and underlying infrastructure involved with customer communication can be considered a communication tool.
These tools must be easy to use, always available, provide high-quality services, and be fully branded to enhance the customer experience truly. A forgettable, neutral experience with a mediocre tool isn’t harming a customer’s experience, but it’s not improving it either.
Customizing these tools allows you to further reinforce the positive experience. Branding white-label solutions allow you to keep your brand at the forefront of their mind, while personalization allows you to speak to the customer directly.
Additionally, having the freedom to choose the features you need ensures you can always communicate with your customers exactly how they want.
How can you adopt and customize the right telecom platforms to contribute to a truly positive experience? Let’s explore a few key ways you can keep customers happy and coming back.
Create a Seamless Omnichannel Experience
Customers expect omnichannel communications these days, regardless of your company size. From a customer or client perspective, you should be available through social channels, chat, voice, and possibly even video.
Adopting the right platform with customizable features allows you to choose the exact options you need to meet your customer’s expectations — and nothing more. There’s no reason to pay for a cloud softphone with features you’ll never use; vendors like Acrobits let you pick and choose exactly what you need.
Additionally, an
omnichannel experience may include a cross-platform app, depending on your organization. For example, B2B businesses may have partners or clients use their app, and the last thing you need is compatibility issues hindering communication.
Personalization is a foundational element of a great customer experience. One study found that customers are
80% more likely to make a purchase when provided with a personalized experience.
How do you go about personalizing customer contacts? Some tried, and true methods are simply a variable in an email campaign that pulls in the contact’s name. Similar practices are now possible with SMS calls, too.
Teams are Going Remote
With the arrival of the Covid-19 pandemic, it's well-known that a traditional approach was no longer the solution. Thousands if not millions of teams across the world adopted a remote or hybrid approach.
By doing so, they needed a service that was customized to these new needs, a
remote communication tool that unified communications seamlessly and innovatively.
When choosing a custom tool for improving the performance of an organization,
team leaders need to be mindful of the trends that are moving forward the remote workforce. By consciously adopting specific features of remote communication tools on your
UCaaS solution, your team will welcome the new solution with better eyes.
Providing a great customer experience gives your organization a significant advantage over your competitors, especially if they offer a similar product or service at a similar price. As many industries have become increasingly commoditized, providing a memorable experience can go far in the overall success of your business.
Acrobits offers a
white-label cloud softphone ready for comprehensive customization to suit your specific needs and contribute to a positive customer experience. You’ll have full control over features, branding, and personalization without developing a
softphone from the ground up.
Is it time to upgrade your communication platform to serve your customers better?
Reach out to us today to learn how Acrobits enhances the customer experience.
