There’s no denying the fact that the customer care industry has gotten a bad rap over the years, as today’s consumers have higher expectations than ever before. In fact, a recent survey from Parature, found that 53 percent of consumers have higher expectations for customer care than they had a year ago.
Fortunately, the customer care industry has turned over a completely new leaf. According to the aforementioned survey, 67 percent of people surveyed feel that customer care is getting better rather than worse.
That’s because savvy organizations are finally recognizing and responding to consumers’ needs. What’s more, organizations are leveraging sophisticated technology that allows them to better understand these needs.
With more resources available, there is a world of opportunity for businesses to improve their customer care, improve contact center ROI, and outpace their competitors. Below are several ways in which organizations can do just that:
- Personalize customer care: Buyers crave personalized brand experiences. In fact, the majority of consumers would allow companies to collect personal data in exchange for a more personalized customer experience. Using a person’s name is just one small step you can take to improve customer care. Other small steps include, providing custom content and personalizing feedback requests.
- Leverage available data: Believe it or not, you’re sitting on mounds of valuable information that can help you improve customer care. For example, data derived from remote call monitoring technology can help you evaluate Communicators performance, and make any adjustments necessary to the script. Don’t let all this available data go to waste, use it to improve each and every interaction.
The customer care industry is finally on the path to positivity and prosperity. Get an edge on competitors by taking advantage of the resources available to deliver superior customer care.
You can learn even more about how technology can take your customer care to the next level by joining me at the upcoming IT Expo in Anaheim, California! I’ll be co-presenting a session called “Designing Your Technology Strategy to Take Customer Care to the Next Level” from 2:30 to 3:15 on October 6th. Click here to see the full agenda and to learn more about my presentation. I hope to see your face in the crowd!
Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA, SOCAP, and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He is a frequent speaker for national events and has also been honored with a number of awards and recognitions for his contributions to the call center industry.