Tomorrow’s (User) Journeys: Using Technology to Improve Customer Experience

They say the journey is as important as the destination. In every walk of life, we may have a finish line in sight or a goal we’re striving to achieve – but the way we get there is as important as the fact of having made it at all.

Nowhere is this truer than in the world of customer experience and service.

“The experience your customers have when working with your business is a key factor in success,” reports Forbes Technology Council (Forbes).

“Ensuring your customers have seamless, satisfactory interactions with you — from when they first reach out through the completion of their transactions and beyond — will increase both your retention figures and the likelihood that existing customers will recommend your business to others.”

So just how are companies using technology to improve customer experience? Through the implementation of streamlining, centralising software, in the shape of a cloud-based contact centre.

This future-proof tech application eliminates clunky, inefficient steps from your customer journey, and signals a more customer-centric approach to support and user communication.

Now more than ever, brands are under pressure to manifest digital transformation within their operations.

Succeed, and you’ll be perfectly-positioned to deliver customer experiences that satisfy, delight and engage; businesses that fail, however, will be left in the dust, as competitors race ahead to a smooth, omnichannel future.

Back Up… What is Digital Transformation?

Digital transformation is a buzzword in the telecommunications world of today, and for good reason. It’s the process of using technology to fundamentally change the way businesses operate and deliver more value to customers.

And it’s booming: Statistics project that global spending on digital transformation will reach $3.4 trillion by 2026 (up from $1.3 trillion in 2020) (Statista), and over 90% of businesses are currently engaged in some form of digital initiative (Gartner).

In the context of customer experience, digital transformation can be a game-changer, enabling companies to provide personalised, efficient and seamless experiences that meet the changing needs of consumers.

For example, customer service can be transformed by incorporating chatbots powered by AI, providing 24/7 self-service options and reducing wait times for customers.

This can be further enhanced by incorporating omnichannel support options, enabling customers to receive instant service in their preferred channel. Retailers can leverage data and analytics to better understand their customers, personalising the shopping experience and increasing sales.

Why Improving Customer Experience Matters to Your Business Venture – Now More Than Ever

Consumers expect seamless and personalised experiences across all interactions with a brand. Companies that don’t prioritise customer experience risk losing out to the competition and damaging their brand reputation.

Using technology to improve customer experience can have a significant impact on a business’s bottom line.

According to Salesforce, 89% of consumers that enjoy an exceptional experience are likely to make another purchase (Salesforce). Invariably, satisfied customers become loyal brand advocates, leading to increased sales and positive word-of-mouth marketing.

In addition, technology can help businesses provide a consistent level of customer service; regardless of the time of day, or the channel being used. This can lead to increased CSAT, as customers feel heard and valued by the company.

Customers today have more power than ever before, and it’s all due to digital advancement. Via the internet, users have access to an abundance of information and a wide range of options when it comes to choosing products and services, and most are armed with a number of devices that make purchasing incredibly easy. Technology can help companies stand out by providing unique and personalised experiences that meet the individual needs of each customer.

Furthermore, using technology to support customer experience also benefits employees; by automating certain processes and providing access to data and resources, technology can help teams work more efficiently and effectively, leading to increased job satisfaction and improved performance.

Equipping Agents With Digital Assistants

Your contact centre agents and support staff likely field a high volume of calls and interactions over the course of a shift. There’s no doubt that the ability to do so is a demanding and skilled job since, while many enquiries might be similar in nature, no two user interactions are truly the same.

On any given day, your customer service staff may be faced with: questions, enquiries, ad hoc requests, complaints, requests for data or one-off queries – and that’s all before a morning coffee! Your agents’ ability to deal with this effectively and efficiently underpins the ultimate success of your contact centre operations.

This is why it’s so important that they’re equipped with the software tools to perform at peak capacity: while a bad workman may blame their tools, without the right tools for a job, the quality of work inevitably suffers.

Our VCC is designed to help contact centres in the charity sector (and beyond) avoid this scenario.

Incredibly user-friendly and packed with process-optimising features like real-time monitoring, data-reporting and automation capabilities, this future-proof tech tool takes your business into a new age of customer experience and service.

How Does Technology Future-Proof My CX?

Technology has revolutionised the way businesses interact with their customers, and it continues to play a critical role in improving customer experience.

By adopting the right technologies, companies can future-proof their customer experience and stay ahead of the competition. Here are five key areas you can leverage it:

Provide an Omnichannel Experience

Customers expect a seamless experience across all channels. Technology helps businesses deliver that.

By utilising a cloud contact centre like our VCC, companies can provide customers with the ability to interact with them through their preferred channel, whether it’s phone, email, live chat, or social media.

This not only improves the customer experience, but it also helps businesses capture more data, leading to better insights and more personalised experiences.

Speed Up Communication

Time is of the essence in customer communication, and users expect quick and efficient responses to their enquiries.

Technology, such as chatbots and other AI-powered tools, streamlines communication by enabling rapid resolutions, freeing up customer service reps to focus on more complex issues.

Make Things Convenient

Technology makes the customer experience more convenient by offering self-service options, such as online portals, chatbots and mobile apps. These tools allow customers to access information, track their orders, and get support without having to wait on hold or speak to a representative.

Support Customers Proactively

Proactive, thoughtful support goes a long way toward improving the customer experience.

Software applications such as user analytics and customer behaviour tracking help businesses identify potential issues before they escalate – leading to more satisfied customers and a smoother, more satisfying journey.

Prevent Customers From Repeating Information

Being required to constantly repeat information (such as a delivery address or tracking number) can be immensely frustrating for customers, and it massively decelerates the resolution process.

Technology – such as customer relationship / data management systems – can help ensure that user information is captured accurately and is easily accessible in a centralised location. This prevents the need for customers to repeat themselves and improves the overall experience.

Using Technology to Improve Customer Experience: Customer FAQs

With so much experience in the telecommunications industry and a track record of helping organisations in the charity, retail, public and construction sectors optimise their customer communications, we understand that digital transformation can, at times, look like a steep learning curve.

To help clarify the ways smart tech can improve CX, we’ve assembled a few frequently asked questions below.

Are Cloud Contact Centres appropriate for my own business, or better suited to a larger limited liability company?

The great thing about cloud contact software is that it’s infinitely scalable and customisable to meet the scope of your operations. This means that – small business, new business, multinational enterprise or limited company – streamlining communications technology can improve your organisation.

So much so, that many businesses include cloud-based communications software as a core part of their business plan.

Is each module in the Virtual Contact Centre a separate entity?

No. Our VCC aims to centralise and unify communication. As such, every module, including VoIP, email, SMS, social media, and webchat, all sit within the Virtual Contact Centre. This creates true data consistency and brings all channels together in one, hyper-efficient platform.

How does better customer experience lead to more customers?

For large or small businesses, improving CX has a profound impact on business success. Customers who have a good experience with a company are more likely to remain loyal to that brand, repeat their business and recommend the brand to others.

This positive word-of-mouth can be extremely valuable, as it can help a business acquire new customers without any additional marketing effort.

In addition, a company that prioritises customer experience is more likely to develop a strong reputation, which can also lead to increased customer acquisition. Customers today have a wealth of information at their fingertips, and they’re more likely to choose a business that is known for delivering great experiences.

Final Thoughts

The customer experience, as it always has been, is a crucial aspect of commercial success for businesses.

Companies that prioritise their customer experience have a competitive advantage and position themselves to yield increased sales and positive word-of-mouth marketing.

With the advent of modern communications software, technology has played a leading role in the story of improving customer experience. Digital transformation enables personalised, efficient and seamless experiences that meet the changing needs of consumers.

Importantly, elevating your customer experience with a cloud contact centre not only benefits your users, but also your employees.

By automating or streamlining processes and allowing instant access to accurate data and resources, teams work more efficiently and effectively. These can be the pillars upon which increased job satisfaction and improved performance are built.

With systems becoming ever-more refined, and efficiency an increasingly valuable commodity, technology is set to continue shaping the direction of the customer experience future. Businesses that adopt a future-proof cloud contact centre will stay ahead of the competition, offering customers that most unique commercial prospect: a smooth journey to their desired destination.

Is your customer experience as seamless as it could be? With our VCC, you can ensure peak customer satisfaction levels to align with your long-term business goals. Book a demo now, and start your journey of CX transformation.