1. I have to say it again?!?
We’ve all been there. Calling into a company for help, explaining the issue to the first agent … only to be transferred to a second agent who has no clue about your call. This is an all-too-familiar story.
According to the Vonage Global Customer Engagement Report, 61% of consumers note repeating themselves as the top frustration when communicating with a business or service provider. It’s important to get your contact center situated so that your agents can properly address customers—with context—regardless of when they are brought into a call.
Bottom line: If you make customers repeat themselves, then make plans to lose them.
2. Anybody there?
According to the Vonage report, 30% of consumers prefer contacting a business through their mobile phone. It’s too bad that their calls may go unanswered. And they can’t reach the business through other channels. Having no one to address the call, with no other channels available to get help, is the second-most frustrating hurdle for consumers.
The takeaway here is two-fold: (1) Consumers have a few favorite ways to communicate and (2) we all love options. It’s not uncommon for a customer to call during high call volume. Rather than have the customer wait, providing other channels—think live chat—helps immediately address the customer request. This mitigates frustration and starts the course toward a positive customer experience.
Bottom line: You give your customers peace of mind when you give them multiple ways to reach you.
3. Can't you follow along?
Customers follow a unique path and schedule. If they first call you at 8 am and decide to follow up with a midnight text, that’s their prerogative. Same if they start with an email on a Monday and then continue the conversation over social on Thursday.
These examples can easily lead to frustration. But how can you stay in control of the context across channels? Start by arming agents with the tools to deliver an omnichannel experience, where every customer interaction, regardless of time or channel, is cumulatively collected. Now your agents can see the communications to date, in full context, and help resolve the customer concern faster. Customers don’t have to repeat themselves, and you can deliver a more efficient experience.
Bottom line: Be nimble, be quick, and be informed as you engage customers on their schedule.