Your customer experience journey is the result of an interaction between an organisation and a customer over a period of time. An organisation that wants to optimise its Customer Experience needs to have a Customer Experience Strategy in place. The CX strategy is the actionable plan in place to deliver a positive, meaningful experience across all interactions and measure the results to further improve the experience. The end result of this is reduced costs, increased brand value, and give the differentiator factor that helps your organisation to stand out from competitors.
Important points to consider:
Ease of Use
Your service must be simple and easy to use for any client and on any device. Do people understand your platform and is it straightforward?
Are you reachable
Do research on which channels your clients normally use for communication. Do you have an active channel there? Are you reachable on that platform? (Voice, Email, WebChat, SMS)
Are you meeting your customer needs on a personal level? A customer experience strategy will only work if it succeeds in delivering personalized experience to individual customers
A CX strategy that is put together correctly will be able to ensure flexibility to switch channels for a customer without losing the data of previous customer interactions or compromising on the seamless experience.
Improving Customer Experience through Omni Channel
An Omni Channel customer experience provides a seamless conversation with your organisation where your customers feel most comfortable as well as recognized by your support team no matter when or how they reached out for help. The best Omni Channel experience for customers is achieved by including a well-developed Omni Channel strategy that increases flexibility and removes inconsistencies in your customer service. Another requirement is that it also requires software that allows agents to move from one channel to the next, maintaining the thread of conversation and providing smooth support interactions.
By adding the right Omni Channel software you are guaranteed to:
- Experience ease of reporting across channels
- Maintain consistent support across channels
- Retain conversations and reduce handle time on queries
- Smoother Agent experience