5 Ways You Can Impact Your Business Through Customer Experience
July 25, 2017
There are five key ways in which the Cytrack ‘Customer Experience (CX) Solution Suite’ will have an immediate and lasting impact on your business. If you can tick any one of the following boxes, then we can help ensure you are getting the most from your customer experience technology.
1. Smarter Customer Engagement
1. Smarter Customer Engagement
Today’s customers choose to communicate in a wide variety of ways, including phone, email, SMS, web chat, Facebook and Twitter. Smarter customer engagement starts with being able to communicate effectively in the manner your customers choose.
Cytrack CX manages all your business communications, enabling your team to work much more effectively. Features include Queue VIP, Priority Management & Balancing, Advanced Overflow Control, Customer Info Announcements, Hang Up & Auto Call-Back, Team Presence, Advanced Call Control, Voice & Screen Recording, Call Script Guidance, Real-Time Dashboards and much more.
Take your customer experience to the next level with Smart Skills Based & Intelligent Routing to connect your customers with the right person and simultaneously present all the information about that customer to your service agent by integrating Cytrack CX with your Customer Relations Manager (CRM).
2. Compliance
Compliance is an important aspect for any business. Many organisations now make contracts by phone and require ‘voice signatures’ in the form of a voice record. The Government and the Payment Card Industry Data Security Standard (PCI DSS) mandates businesses to record and archive customer interactions.
The Cytrack CX Suite therefore allows your business to turn on features such as voice recording and screen recording, this combined with important audit reports and performance review enables you to meet tough compliance requirements.
3. Customer Satisfaction
Customer satisfaction plays an important role within your business. Not only is it the leading indicator to measure customer loyalty, identify unhappy customers, reduce churn and increase revenue; it is also a key point of differentiation that helps you to attract new customers in competitive business environments.
4. Coaching & Feedback For Better Customer Experience
It’s a challenge for businesses to deliver coaching and feedback consistently and also equally important, evaluate, provide feedback and continue growth of skills after initial on-boarding is provided.
Your people act on the front line and are the face of the company when you encounter your customer. They deliver the ‘moment of truth’ which determines a customer’s perception of, and reaction to, your brand and business. Moments of truth can make or break your organisation’s relationship with your customers.
Enable Coaching in your Cytrack CX Suite as the next step to delivering a sophisticated agent evaluation, feedback and training management process.
5. Reporting
‘What gets measured gets managed’ improve efficiency within your organisation and, as a result, increase productivity.
- Do you know how many calls your business is missing?
- How long are your customers waiting for a response?
- What are the busiest times of day?
- Do you have enough resources available right now?
By utilising Cytrack’s real-time dashboards and wall-boards plus access to powerful historic information reports gives the insight you need to make successful strategic plans for your organization.