With 80% of organizations expecting to compete mainly based on CX in 2024, it is not just about giving customers the best experience anymore, it’s become a key competitive metric for businesses.
One of the biggest concerns for businesses when it comes to CX is building brand loyalty, as a single negative experience is enough to send customers running—72% of customers in fact.
It’s no surprise that businesses are prioritizing CX in this landscape. By prioritizing customer needs and creating seamless interactions, businesses can encourage customer loyalty, increase repeat purchases, and ultimately, drive growth.
If you are one of the businesses that understand the importance of CX and are seeking ways to improve it, you came to the right place. Here are five effective strategies you can use
What are the five effective strategies to improve CX delivery?
There are many, of course, but these five strategies are key to improving CX delivery so that you can derive the benefits of exceptional CX that much faster.
- Personalized interactions
Customers crave a sense of connection, and personalization goes a long way in establishing it. 60% of consumers said that they would become repeat buyers after a personalized purchasing experience.
For CCaaS users, implementing personalization is much easier. You can use your CCaaS platform and related integrations to gather customer data and preferences—allowing agents to address customers by name, understand the full context of their queries, recommend relevant products or services, and tailor solutions to specific needs.
- Ensure proactive communications
Communication is important, and proactive communications can drive massive gains for your CX KPIs. Customers are 2.7x more likely to spend more money on brands that communicate early. So, maintaining good communication can pay bountiful dividends for you.
With CCaaS, you can make the proactive communication aspect easier as well by utilizing automated notifications, in-app messaging, or scheduled reports to keep customers informed about order statuses, service changes, or potential issues.
- Provide omnichannel support
Today’s customers are readily available through many digital platforms, and they expect the businesses they interact with to be the same. How important is this? 60% of companies are using more than three communication channels to provide support to their customers, highlighting its importance.
CCaaS makes providing omnichannel support much easier as well with its myriad integrations. This allows customers to connect with you through their preferred communication channel instead of having to resort to a medium they might not like to use—be it phone, email, live chat, social media, or mobile app.
- Collect and use customer feedback
Customer insights are a vital part of improving CX. It tells you exactly what the customers like, what they don’t like, and what they want improved. All you need to do is implement the feedback effectively. Measuring this feedback is vital, in fact, 41% of support teams said CSAT is the most important KPI for them.
CCaaS platforms make the process of gathering customer feedback and generating reports easier with their integrations with CRMs, ERPs, and sales automation software.
- Measure CX performance
The more insights about the internal CX function you have, the better you are equipped to optimize it and continuously improve it to drive better customer experiences.
CCaaS platforms, yet again, emerge as a helpful option here, making the process of measuring FCR rates, ARTs, and CSAT scores much easier. It is beneficial from the agents’ perspective as well, 74% of agents said that having access to more tools and data makes it easier for them to personalize interactions.
Elevate your CX delivery and reap the benefits of a highly-satisfied customer base
The impact of great CX has never been more apparent. 86% of buyers are willing to pay more for a great customer experience, and these strategies will go a long way in improving your CX delivery and future-proofing operations.
CCaaS is also a key aspect of future CX operations, and considering CCaaS migration is a good one to make in today’s highly digitalized landscape.