How to Optimize your Customer Experience in 2021

Craving for great engagement? Then you need to concentrate on what more you can give to your customers. Because when it comes to services, more is always appreciated. Companies with a customer experience mindset drive revenue 4-8% higher than the rest of their industries. 

Since the Covid-19 pandemic came to life, it made companies seek more digital options for optimizing their customer experience. They prefer investing in helpful software and extensions.

We all know that customer experience is important for a company’s growth. It improves customer retention, gives customer satisfaction and increases cross-selling and up-selling opportunities.

So, here are 8 ways to optimize your customer experience and to peak level your engagement graph.

1. Apply ‘Mobile first’

Mobile phones are one of the never-ending trends. They are mostly used to access the internet. People prefer to surf on mobile phones more because they are handy and affordable in comparison to desktops. In 2021, up to 70%  of web traffic comes from mobile devices.

Mobiles have promoted e-commerce stores to the peak of the demand. Thus, it is important to make your brand digitally and socially available. Providing mobile-based customer services is a sure-shot way to increase your sales and engagement counts. You can create a website or an app for your brand. Website design, product design, customer support are some of the basics to work on while building an online store. You can hire developers to assist and provide you with what you exactly want.

Customer portal solutions are the best option to go for when building a web store. It lets your customer have an overview of your brand, manage and save orders, make safe transactions, etc.

2. Install an Omni-Channel CX Strategy

Social media, email, texts, websites, these words sound so familiar when we talk about communication and business. All these networks come under an omni-channel. It gives your customers a personalized experience and a comfort of connecting with you via various digital devices. Companies implementing an omni-channel strategy see a 9.5% yearly increase in annual revenue. It helps in:

• Communicating with your customers through their preferred communication channel
• Operating a single brand across channels to deliver consistent customer experience
• Acknowledge and assist customers through their past problems or concern chats
  

3. Use a CRM Software

CRM software enables companies to get a 360-degree view of their customers. You can use CRM to create highly customized offers and suggestions based on customer’s interest or purchase history. You can use following features to improve customer experience:

• Understand Your Customers

You can view the history of your customer interaction through CRM. This helps you to understand their concerns and expectations.

• Update Your Existing Customers

CRM software captures a vast amount of information about your customers. You can use that data to send updated events, offers or news notifications to your customers.

• Form and Maintain Personal Relationships with Customers

CRM captures all the information regardless of channels. This helps you in resolving the customer queries quickly by analyzing their history.

• Plan for Customer Engagement
  
  Customers engage on 2 factors:

1. Content
2. Over-all experience

And for serving both, it requires content and technical teams on board. Now that people prefer more digital interactions, companies are constantly trying to make virtual communication smooth. Avoid or solve some factors for serving better customer experience like:

• Irrelevant content
• Irresponsive call-to-action
• Complex customers feedback forms
• Different CX across multiple channels and many more

For increase in engagements, include user-friendly extensions and software like customer portal development. It is a simple way to upgrade your customer experiences. It provides customers with:

• Easy logins
• Product details
• Safe transactions
• Attractive themes
• Personalized dashboards
• Managing orders, etc.

5. Focus on IVR Improvements

IVR (Interactive Voice Response) is usually the first point of contact between your company and customer. It assists customers to the right department by asking a few key questions  to them. You can even get transaction history by maximizing the efficiency of IVR. following are few ways to improve IVR experience:

• Make sure the script is short and meaningful
• Keep the menu option under five so that customers don’t have to wait for long to resolve their queries
• Add only necessary options while launching a new product
• Don’t forget to delete the options of a discontinued service
• Have an IVR design ready that connects customers to live agent faster
• Agents should have real-time access to information collected through  IVR
• Tailor menu options for reducing repetition, minimizing internal transfers, and first call resolutions

6. Give AI Experience to Your Customers

Implementing AI (Artificial Intelligence) helps you to deliver a better customer experience with its features. As per Microsoft’s prediction, 95% of customer interactions will be carried out via AI by 2025.

As of 2021, companies use AI for:

• Chatbot- A computer program that answers questions in a conversational format. This can save 2.5 billion customer service hours by 2023. Chatbots connect with customers by providing them knowledge based responses.
• Virtual Assistant- Performs human-like tasks based on voice or written commands. For example: Google, Siri, Alexa.

7. Understand your Audience and Their Expectation

The most important and basic point to start with is understanding your audience. Presenting the company-centric communications can seem a bit off to your audience at some point. You need to make your content customer-centric. Customer-centric companies are 60% more profitable than companies that don’t focus on customers. Avail communication that triggers audience problem areas or attracts them through some activity participation are some options to start with.

Request your customers to fill up the review forms or mail them asking for their suggestions on your latest launch. This will increase customer loyalty. It will also help you to know your customers’ expectations.

8. Work on Customer Reviews and Services

96% of customers say customer service is an important choice of loyalty to a brand. And in this technical age, people are too busy to wait for customer service helplines to resolve their issues. So, companies prefer to invest in customer portal development with FAQs and 24-hour online chats and calls services.

There is also an option of sending automated replies like:

• welcoming the customer
• asking them to wait till the concerned person takes the charge
• thanking the customer after confirming their purchase
• sending a product and service feedback form to the customer, etc.

All this counts as an impression for your company. Applying automation and chatbots helps you in improving your customer service by saving operational costs.

Customer reviews are a vital part in making your business customer-friendly. Ask your customers through mails or customer portal solutions to review your products and services. Work on those reviews creatively. This gives you a brief about what customers expect from your company. This also helps in listing down the popular and not-so-popular products.

Final Thoughts

Customer experiences drive your company’s market value and thus it is a vital concern to avail customer-centric services. Try to bring something new and unique for your customers, in your products and services both. This will attract your audience. To improve your customer experiences, keep your team updated and your business upgraded with in-trend technologies.

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