The Order and Service Experience That Builds Loyalty
Communication overload is a major problem. People receive an average of 120 emails daily, making it difficult for customers to focus on—and act on—your crucial transactional messages. They forget about scheduled appointments, abandon online cart purchases or miss your reminders that their order is ready. These “misses” hurt your bottom line. They also create bad experiences, and 55% of consumers will abandon a brand they like after just a few of them. How can your brand deliver the easy order and service experiences that keep customers engaged and satisfied?
of consumers think the post-purchase experience could be improved
Consistency is key. According to Deloitte, 84% of consumers say it is very or extremely important that brands provide consistent, positive interactions across touchpoints. But many businesses struggle to deliver coordinated notifications, reminders and updates. They use disjointed systems that trigger inconsistent, conflicting or redundant messages. Irrelevant or delayed communications lead customers to abandon their purchases, miss appointments or switch to another service provider.
Traditional Order and Service Communications Don’t Meet Expectations
They’re repetitive. Sending reminders without suppressing other offers can overwhelm customers, who disengage and miss important messages. Someone who confirms appointments via IVR doesn’t need excessive reminders on digital channels, which may drive them to unsubscribe or ignore future communications.
They’re ineffective. If healthcare providers fail to remind patients to fast before their blood draw, they might eat breakfast, compromising their test accuracy. Some businesses neglect to inform customers of rescheduled services or orders, such as a technician visiting their home, inducing frustration or expensive calls to check on the status.
They’re irrelevant. Traditional trigger-based notification systems can cause brands to send irrelevant messages, such as upsell requests to customers who have just returned a product. A pharmacy might send multiple prescription pick-up reminders for the same household on the same day, prompting customers to take unnecessary trips.
What You Can Do
You can enhance the order and service experience in key moments by truly understanding and treating customers as individuals.
Improve Engagement, Boost Revenue
To effectively reach customers and prompt action, send them personalized, timely and clear communications to encourage order completion, appointment attendance or tracking statuses.
67% of consumers spend more money when personalization reflects an understanding of them and anticipates their needs, according to Deloitte. And
67% of customers indicated that if a delivery is delayed and they are not notified, they are much less likely to do any repeat business, according to Gartner.
Efficient order and appointment management with proactive, context-driven interventions guide customers towards desired outcomes—and inform them before delays happen— strengthening trust and loyalty in your brand.
How CSG Xponent Does This
CSG Xponent is a customer engagement platform that brings your systems and departments together, giving you a complete understanding of each customer. This allows you to engage them individually across their preferred channels with relevant and helpful interactions while suppressing non-essential communications.
Xponent focuses on the critical areas to get right:
Appointment and service management. Nudge customers to schedule field service and appointments through digital channels. Send proactive appointment reminders and delay notifications. Deliver personalized status updates regarding insurance claims.
Order management. Make it simple for customers to place and track orders using the easiest channels for resolution. Promptly remind customers to complete their purchase or application when they abandon it. Deliver timely refill reminders and pick-up notifications for purchased items.
Proven Results
Organizations using CSG Xponent for order and service management are getting impressive results:
8.5%
CSG Xponent helps ensure your customers are informed— and taking action—in the moments that matter. Cut through the noise and make it easy for customers to do business with you. Let’s explore what critical area you need to get right to cultivate lasting customer loyalty, all while increasing revenue and reducing costs.