The Customer Care Experience That Builds Trust
A majority of consumers (55%) said customer experience has gotten worse in the past year, according to a recent survey. A leading cause? Poor customer support. That’s a major problem for brands considering that CX remains one of the most important factors in determining whether they stay with a brand or abandon it. Three-quarters of consumers said high-quality customer support is very-to-extremely important in building their trust in a brand, according to PwC.
Why aren’t customer care experiences meeting customer expectations? Too many difficult, disconnected experiences. Even as businesses drive customers to digital self-service, 74% of customer service journeys still use more than one channel, and 36% span three or more, according to Gartner, Inc. Many businesses struggle to connect these channels effectively, and the more channels a customer uses, the more likely they are to disconnect. of customers have stopped doing business with a company due to poor customer service 88%
Why Customer Care Experiences Fall Short
They’re reactive. The support contact begins after the problem has already occurred. For example, someone might contact support to report an internet service outage and then follow up with two more calls to check the status. Even if agents provide excellent service each time, the customer spent valuable time making those calls.
They’re disconnected. When the customer’s interaction history isn’t shared across systems, they must start over when they switch channels to speak with a live agent. A customer who already tried the solutions recommended during a live chat doesn’t want to repeat them when speaking with a tech support agent.
They’re frustrating. Resolution often requires multiple contacts. When self-serve options fail, customers wait on hold to speak with a live agent, often getting transferred and having to re-explain their situation, or even receive irrelevant offers.
What You Can Do
You can truly understand and treat each customer as an individual, injecting relevant context into every new channel experience as they navigate your customer care flow.
Resolve Issues Quickly to Boost Loyalty and Reduce Costs
How can you deliver exceptional customer care that builds loyalty? By providing preemptive customer service and resolving issues quickly— making multiple channels for resolution seem as one cohesive interaction.
Resolving the issue within a single interaction, not via preferred contact method, predicts loyalty. While 56% of customers remain loyal after a single interaction, this drops to 36% after more.
For every 1% improvement contact centers made in first contact resolution (FCR), operating costs were reduced by 1%, according to a recent study.
Proactive intervention, contextual self-service and knowledgeable agents guide customers toward quick, cohesive resolutions—and even inform them before issues happen— strengthening customers’ trust in your brand.
How CSG Xponent Does This
CSG Xponent is a customer engagement platform that connects your systems and departments, empowering you to deliver proactive and consistent customer care across every channel. Xponent focuses on the critical areas to get right:
Service updates and issue resolution. Anticipate customer needs and send preemptive notifications regarding service outages, exceeding overdraft limits or data allowances, etc. Send status and resolution updates via each customer’s preferred channel.
Proactive contact center deflection, containment and routing. Empower customers with automated self-service within your IVR, reducing call volume. Minimize transfers by intelligently routing incoming calls based on customer intent. Equip agents with the knowledge they need to deliver quick and accurate resolutions.
Proven Results
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 are getting impressive results: 35%
Reduction in misrouted calls by predicting each caller’s intent 50%
Decrease in agent handle times by directing customers to relevant self-service tools
CSG Xponent helps your brand deliver what customers need before they even realize it. Give your customers the quick care experiences that build trust in your brand. Let’s explore what critical area you need to get right to cultivate lasting customer loyalty, all while increasing revenue and reducing costs.
The metrics [are] extremely significant and far exceeded my expectations.
Global Tech Company’s Senior Director for Contact Center Technology