Voice interaction remains an effective channel in customer relations, allowing customers to easily explain a situation and receive any emotional support if needed. Voice is in high demand from customers and so it is important to consider the strain this can place on call agents. We have outlined some simple ways to maximise the benefits of your voice channel and ensure both advisors and customers have the best possible experience.
The eCommerce Expo 2018, which takes place on the 26th and 27th September, is the largest event of its kind in the UK. It welcomes industry innovators and customer experience experts to discuss the current and future trends at the Olympia, London.
The range of digital channels now available and the rise of automation has transformed the world of customer relations. It might seem that simple voice interaction is no longer needed, or effective. On the contrary, voice remains a popular and valuable mode for communication amongst customers. When delivering a superior customer experience with meaningful interactions, there are at least three key reasons why voice remains the best tool for your brand.
Meaningful customer interaction is the foundation of a personalised customer experience. However in the Insurance industry this can be a challenge. Unlike other sectors such as Banking, Insurance typically involves less interactions and conversations with policyholders which can result in a more generalised experience from the customer’s point of view. For an industry recognised as being “data intensive”, this might seem contradictory. Yet it is important to distinguish the data used to calculate statistical risks from the individual customer data which can be leveraged to strengthen customer loyalty and retention. In addition, policyholders are subscribing to products based on a need rather than desire or choice.
The customer service department plays an integral role in the relationship between a brand and its customer. The customer advisor is tasked with assistance, whether that is answering a query or resolving a product complaint, requiring skill and sensitivity.
Your contact centre is the strategic hub of your customer relationships. It is often the main point of contact for your customers and represents an important step in building a relationship with your business. Of course, when handling a large number of customer queries, complaints and resolving a variety of issues, there is potential for a less than perfect experience.