In a recent research report on customer effort, Interactions found that customers simply aren’t willing to spend a lot of time getting their issues resolved. That’s why brands today need to design a modern customer care strategy that not only addresses their customers needs, but also removes effort and frustration. And do all of this while reducing the ever increasing cost and complexity of customer care.
So how do you get started with developing a successful customer care strategy? We’ve outlined a few tips to consider when building a customer care roadmap.
Define Measurable Goals
What are you trying to accomplish? While this may seem like an obvious question, many organizations often overlook this step. First, ask yourself what business values your customer care strategy should align with.
It’s crucial to identify goals that conflict. For example, reducing costs while increasing CSAT scores is a common issue, but not one where you need to compromise. Intelligent customer care solutions that offer self-service options have been proven to increase CSAT scores while also reducing operational costs.
What Do Your Customers Think?
Of course it’s important to measure your performance internally, but it’s equally as important to have insight into what your customers think. Giving your customers the opportunity to rate your customer care can be eye opening, and will give you an idea of where your current strategy is failing, and what you need to fix in order to move forward.
One way to gather this information is to develop a simple scorecard that allows customers and employees to rank key characteristics that your brand wants to deliver in customer care – from the difficulty of the transaction, the the consistency of channels. This will give you a set of requirements for evaluating your new customer care platform capabilities.
To learn the 4 steps for developing a customer care strategy, download our eBook below.