What is your customer service setup? For most companies, there is a website, a retail location and a live contact center in place. Each is separate from the other and often they function in the same way. However, to improve your customer service, you may want to take a different approach. That’s because there is often a lack of connection between these customer points.
By taking a more multi-channel approach, you can improve customer experience significantly. How can you do this? By taking a few specific steps.
Put the Right Team in Place
The first step is to create a team whose primary job it is to handle the overall customer experience. Each of the three channels you have, website, retail and contact center, need to have experts who have specialized knowledge. This team needs to be outside of the three main channels you have. That way, each component can access this information as needed and use it as required. By understanding customer journeys from one component of your business to the next, you can identify opportunities to improve.
Map the Customers’ Movements
Often called customer journeys, the goal is to know where your company’s customers are coming from and where they are going to. Why do they switch channels? Why do they choose one over the other? By mapping out how customers reach your business and interact with your company, you can find points where problems may lie in the “white space” that the customer passes through to get from one channel to the next.
Put in Place a Chief
Finally, put in place a chief customer officer. By doing this, you have one leader whose job it is to focus on the customer experience. This can be an incredible opportunity for you to manage the entire set of channels. This person’s job is to drive the positive change that needs to happen across all channels.
Why do all of this and why do it now? In anticipation for growth and employee hiring, it is essential to focus on the customer experience. As economic conditions improve, it will become necessary to effectively manage that customer experience. Doing so can help you to avoid problems that could push your customers away.
Now is the time to ramp up employees and to ensure that your multi-channel approach is doing all it can to achieve your business objectives. If your customer experience is lacking in even one of the channels, it could affect the entire business. Get professional customer service support by hiring from TempStaff for your contract customer service agents.
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