Blogs
Navigating 10DLC Compliance with Voxtelesys: Everything You Need to Know
Case Study: Revolutionizing Call Flow Automation for Non-IOU Utilities with VAST Flow Builder
Case Study: Enhancing Emergency Communication for East Coast IOU Utilities with Voxtelesys Solutions
3CX Version 20
3CX's Latest Release: Geo-Routing Headers Take the Lead in Dynamic E911 Integration
Case Study: Enhancing Emergency Communication for East Coast IOU Utilities with Voxtelesys Solutions
American Express recently reported that 78% of customers have bailed on a transaction or not made an intended purchase because of a poor customer experience. Because of this, it’s easy to understand that customer experience roadblocks can negatively affect your business. Today’s customers expect to contact customer service on their own terms, when they choose, and on the channel of their choice. eConsultancy has said that 61% of consumers still prefer to use the phone, but that doesn’t mean your customers are thrilled about dialing your number.
Customer experience roadblocks are ways that bad interactions—or worse, no interaction—are discouraging your customers from contacting your business. Most of the time these bad interactions are easy to overlook, especially if you rarely experience your contact center from a customer’s point of view. You may not even know it, but the following 3 customer experience roadblocks may explain why your customers don’t want to call you.
Providing a consistent customer experience that offers the answers customers are looking for is no longer a nice-to-have feature. As we’ve previously discussed, an IVR system that delivers on the promise of self-service meets customer expectations and will ultimately reduce costs. An IVR with clear choices that direct your customer to the right agent with the right answer not only removes customer experience roadblocks but improves overall call center efficiency.
Improperly routed calls take time, tie up resources, and frustrate your customers. Routing calls to the right department and the right agent increases the probability of first call resolution and reduces the chance a customer will need to explain their issue to several agents. Here there are two sides of the customer experience coin. Agents dealing with frustrated customers for hours can turn into frustrated agents, furthering a downward customer experience spiral. However, arming agents with the proper information to resolve issues quickly leads to better agent engagement, which leads to a better customer experience. Happier agents lead to happier customers which lead back to happier agents. It’s a self-feeding cycle that chips away at customer experience roadblocks. When you own both sides of the coin, you double your chances of success.
Your customers do want to talk to you. Otherwise, they wouldn’t be calling. They remember their phone transactions with you. They are so tired of waiting for you—it’s one of the most complained about customer experience roadblocks. Long hold times, dropped calls, and poor-quality service impact the way your customers feel about you and your brand. A robust contact center solution that creates an extraordinary customer experience will help build customer loyalty.
Learn more about improving your contact center. With high-quality SIP trunks, intelligent call routing, 3CX IP PBX, and open API and many other contact center products and services, improving your customer experience is as easy as clicking this link and contacting us today.
Not Convinced? Get the Answers You Need!
Not fully convinced? That's okay! We understand that making a decision takes time and information. Fill out our quick contact form and we'll be happy to answer any questions you have, address any concerns, and provide you with additional information to help you make an informed decision.