What’s your customer engagement strategy? At Speed Commerce, we tailor our strategy to our clients. We take time to understand your brand, your industry, and your competition. From this, we can provide customized services and solutions to grow your business.
With nearly 40 years of experience under our belts, we have learned what’s essential for an effective contact center, and we decided to share that insight with all of you! Here are four tips to help you rock your contact center:
Be the Brand
Being the brand not only applies to your tone of voice but your knowledge of the products as well. Understand the ins and outs of every piece of inventory from the customers’ perspective. Speed Commerce’s contact center has a product room where agents can test the available products, which enables them to have a front-row seat to what the customer sees. Consider making your products available for agents to look at, touch, and use while they’re on duty.
Empathize with your customers’ feelings. Relate to them. We understand the importance of scripted messaging for quick response times and low call holds, but to stand out from the competition, we also understand when to go off-script. Giving your customers the extra attention when handling an inquiry can help your customer retention numbers.
If your technology fails, have a plan in place to reach your customer. According to Forrester Research, 42 percent of agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications. At Speed Commerce, we like that our agents are skilled across multiple clients and, depending on how they are skilled, may work out of three different OMS/CRM systems to support the clients they serve. In between those calls, agents have many tasks to undertake, including prescription verifications, answering written communication, processing emails, live-chats, and mail-in orders. This ensures that if something unforeseen happens, our agents can keep the flow going.
Respond to Social Media
More than 46 percent of consumers have used social media to vent their frustrations about a poor customer service experience. This doesn’t mean delete the bad post or tweet. Take the opportunity to respond and resolve in a prompt manner. This will increase the likeliness of the unhappy customer now becoming a happy customer and sharing or re-tweeting the now positive experience.