We get it. Running a call center is hard. Between the endless inbound calls and technical hiccups, managing a call center tests your patience and persistence. The good news is you can make things easier on yourself with a call center software solution: CCaaS. By 2022, contact center as a service (CCaaS) software will account for roughly 50% of preferred adoption models in contact centers.
Every startup dreams of making it big, but even now with so many examples, it’s difficult to pinpoint what exactly gives a unicorn its horn, so to speak. That’s why we decided to study startups, including some who went on to become unicorns. For our Startups CX Benchmark Report 2020, we examined over 4,000 startups to determine whether there was a connection between startup growth and customer experience (CX) investment. Spoiler alert: there was.
A lot has changed since our initial COVID-19 update, but we still feel strongly that in order to make it through this crisis and keep our business moving forward, we need to prioritize the wellbeing of our customers, our employees and our communities. We remain committed to keeping our customers at the center of everything we do. That includes investing in both our products and our people.
When’s the last time you called a major corporation and hung up, thinking, “Wow, what amazing customer service!” Mature enterprise companies often struggle to meet customer expectations. They’re often slow to integrate their customer service software with new support channels and integrations. Partially, this is because legacy brands still rely on the traditional methods they were founded upon.
Experiencing a PR faux pas is inevitable no matter how hard you try to avoid it for your brand. The risk of making an embarrassing mistake is all the more heightened because customers are constantly engaged with your brand through digital channels. A small mistake can be overblown and become viral on the web within an hour. “Even the best intentions can be misread by customers, and oftentimes it takes a lot of work to undo even a simple error,” explains Dan Fries, PR adviser at BlueTree.
Building a user community is one of the most valuable things a business can do for both its brand and its customers. When you bring customers together to learn from each other, everyone wins. Creating an online community space is one thing, but actually getting people to show up and use it regularly is the harder part. Badges are a powerful tool for increasing engagement in an online community.
The post-purchase period is a critical transition time for customers. Often, they need guidance on how to get the most value out of your products. In fact, 88% of buyers in a 2020 Wyzowl report said they’re more likely to remain loyal to a business that provides welcoming, educational onboarding content. Customer onboarding is something you have to get right—every time.
Let’s face it: being a call center agent is a tough job. And being a hiring manager tasked with finding people who have call center skills is no walk in the park, either. A wrong decision made during the hiring process can have far-reaching effects, and not the good kind.
Need more repeat customers? You’re not alone. Businesses of all sizes struggle to win over new shoppers and to inspire brand loyalty in the ones they already have. Pulling off both at the same time is even harder. These repeat customers are known as your customer base.
We think it’s safe to say that no organization has made it through the peak of the pandemic easily. But COVID-19 Benchmark data tells us that some have managed to adapt to constant uncertainty and continue supporting their customers, even as the world keeps changing.
