Today, the battle for excellent customer service is fiercer than ever. With most customers now expecting assistance to be available both online and offline and anytime they need it, businesses must always be at the right place at the right time. Indeed, customer service is not as simple as having a call center. Companies need to come up with ways to constantly elevate and improve customer experience. In today’s blog, your trusted business process outsourcing company in the Philippines, MCVO Talent, gives you a closer look at the key to outstanding customer service, which is to stay visible in every window of opportunity.
What is a Window of Opportunity?
In business, a window of opportunity is an often fleeting moment wherein a rare action or decision must be done. If this window closes, the opportunity may not come again. Picture this: a customer is looking for a product or service and has been checking out multiple providers. Then, they contact your hotline or send a message to your social media account. If they do not get prompt response and assistance, they could simply back away. They can also easily do business with the other company that responded to them quickly. Worse, they might even leave you a bad review, noting inefficient customer service.
How to Improve Customer Experience: 5 Essential Strategies
Incorporating the strategies below in your overall business plan will not only improve customer experience but also bring your products and services forward.
1. Understand the customer journey.
Customers expect different types of engagement depending on where they are in their buying journey. The customer journey can be broken down into the following stages:
- Brand awareness – This is the stage where a customer develops some familiarity with your brand.
- Brand research – After recognizing that your brand exists, a customer may want to know more about you.
- Brand consideration – Then, they will consider your brand.
- Purchase decision – This is the stage where a customer makes the decision to buy (either from you or another brand).
- Purchase – Finally!
- Post-purchase and retention – This is where post-sales service comes in.
To improve customer experience, it is vital that your customer service team responds and reaches out to customers appropriately depending on where they are in their customer journey. There is no one-size-fits-all set of responses.
2. Leverage digital marketing.
Digital marketing encompasses website development, search engine optimization (SEO), social media marketing (SMM), and content marketing. With proper strategies in place, your customers and target customers will find you whenever they look for products and services that you offer.
3. Utilize data and analytics.
Market research is important. Gathering data and analyzing it will take the guesswork out of your process. Your strategies will be more efficient and competent as you won’t be guessing what your customers want and expect. Try doing surveys to start.
4. Touch base and retarget.
Got a list of prospect clients and past customers? Why not touch base with them? A good telemarketing team can help you power through your lists of prospects and existing customers. Done properly, this can make your customers feel important.
5. Omnichannel and 24/7 customer service.
Of course, you cannot improve customer experience if nobody is available to answer their questions and handle their concerns when they need assistance. To do this, you need to have 24/7 customer service that is available in every channel known to humankind today.
Improve Customer Experience With Our Outsourcing Services
MCVO Talent Outsourcing Services offers a wide range of solutions designed to help you improve customer experience. Whether you need an offshore team of CSRs to provide 24/7 customer service, a digital marketing specialist to keep you visible, or a telemarketer to proactively reach out to your customers, we’ve got you covered! Book a call today to discover how we can help you!
