Build Loyalty With Every Support Interaction
Customer service quality often makes or breaks customer experience, creating loyal customers or sending them packing. Almost half (43%) of customers across industries switched products or canceled a contract due to poor customer service. Businesses can’t afford to neglect the post-purchase customer experience. They must provide proactive problem notifications, timely service updates and prompt issue resolution to satisfy and retain customers.
Customers demand exceptional experiences in real time, everywhere. People know companies aren’t perfect, and they understand that issues (such as service outages or data breaches) happen. How businesses handle these situations influences customer trust, satisfaction and loyalty, so delivering cohesive, effortless customer care experiences across multiple channels is essential. But it’s a major challenge.
Almost
all (92%) consumers said that being contacted proactively changed their perception of the company in a positive way.
Why Traditional Issue Resolution Falls Short
It’s reactive and costly. Instead of anticipating needs, many support teams react only after a customer makes contact. This forces customers to initiate problem-solving, increasing their effort and driving up business costs through delayed intervention. Customers must navigate channels and explain issues reactively.
It’s disconnected and repetitive. Siloed systems create disconnected experiences. The lack of integrated history forces customers to repeat information when they switch channels, such as re-running diagnostics already completed in a self-serve portal. This cross-channel disconnect inflates both customer effort and company costs.
It’s frustrating and inefficient. Resolving issues often demands multiple interactions and agent transfers. Ineffective self-service leads to long hold times and repeated explanations, deeply frustrating customers. Customers also tend to receive unwelcome upselling during critical support moments, making this negative experience even worse.
Proactive Resolution and Connected Experiences Solidify Trust
To cultivate trust, strengthen loyalty and lower costs, proactive communication and swift issue resolution are paramount. Modern consumers expect this level of engagement.
Across industries, one in three customers churn if their issue isn’t resolved quickly enough.
The question is, how do you make sure your support communications cut through the noise and ensure an issue is resolved proactively or quickly?
Enter: Proactive, Contextual Updates
CSG Xponent facilitates fast, efficient resolution of problems by providing proactive agent guidance and delivering timely notifications and updates to customers across preferred channels.
Xponent enables proactive problem notification—reaching out to customers before they realize there’s an issue, such as:
� Reaching set limits. Alert high-value customers when they are approaching their overdraft limit, and nudge them to top up their account to avoid any applicable fees. Alert customers when they hit energy thresholds to avoid bill shock.
� Exceeding package allowances. Alert customers when they are nearing their plan limit. Indicate the charges they will incur if they exceed their allowance. Recommend cost-efficient options, such as upgraded data plans, based on their usage history.
� Service outages. Notify customers of planned or unplanned network outages that may affect them. Provide a link to digital channels to track progress in restoring service. Nine out ten smartphone users said receiving notifications and status updates about network issues is important or very important to them.
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How CSG Xponent Does This
CSG Xponent is a customer engagement platform that connects your systems and departments, giving you a complete understanding of each customer and delivering proactive, consistent customer care across channels. Xponent analyzes real-time, contextual customer data across journeys to deliver a highly connected, personalized and guided experience aimed at resolution.
Here’s how:
� Advanced Analytics: Xponent moves beyond simple demographics to pinpoint critical friction points within customer care journeys. By identifying these breaks—moments of confusion, frustration or inefficiency—your business gains actionable insights into where to focus improvement efforts. This granular understanding allows for targeted interventions that directly address customer pain points, ultimately leading to smoother, more satisfying experiences.
� Real-Time Profiling: Xponent goes beyond the basic demographics to better identify customers needing outreach. Xponent analyzes a vast amount of customer data (product usage, account balances) and business data (local outages, etc.) to identify customer needs.
� Orchestrate All Customer Interactions: Xponent defines the engagement strategy and next steps in the journey, including intercepting irrelevant communications to customers. This allows customers to focus on the interaction most important to your business, like tracking service restoration. If this isn’t completed within a specified timeframe, it triggers follow-up actions, prioritizing the fastest response channel and best message for each customer. When a customer makes inbound contact, Xponent shares real-time customer data (including interaction history) to the correct system, providing a connected experience, regardless of channel.
Post-Purchase Care That Works
CSG sends outbound communications to 185+ countries and takes inbound communications for 125+ countries in 45 languages, providing reliable support worldwide. Organizations using CSG Xponent can:
Make Money
Reduce customer churn with a proactive and personalized approach to the customer care flow.
Save Money
Reduce operational costs related to customer contacts that could be resolved digitally.
Build Brand Equity
Create customer trust and referrals with transparent communication and quick resolution process.
CSG Xponent gives your customers the quick care experiences they expect
Deliver proactive, speedy support that builds brand loyalty. Let’s explore what critical area you need to get right to cultivate lasting customer loyalty, all while increasing revenue and reducing costs.