If you’re like me, you have a whole lot of starred emails, saved pdfs, and bookmarked articles that I plan on reading “when I get the chance.” The good news is that summer is the perfect time for catching up on things that you may have run out of time to do during other parts of the year. That’s why we’ve compiled some of our top blogs around key topics in CX in case you missed them.
Happy summer reading!
1) Common Band-aids for CX (and why they don’t hold up)
Often, in the hopes of a quick fix, brands get creative on how to “remove” pain points from the customer journey. And it’s no secret that a long wait time is the most notorious pain point for consumers. In fact, in a recent survey by Interactions, almost 75% of respondents said in the past two years they had experienced long wait times when contacting customer service. To combat these long waits, many brands have tried to make better use of their customers’ time with tactics like offering call backs or providing “helpful” information during the wait. While brands may think band-aids like these are solving problems, are they really improving CX for both the short or long term?
Read more about these common band-aids and their true effect on CX here.
2) Better Together: Voice and Text are the Future of CX
Channels have always been THE hot topic when it comes to CX. But it’s time that the war between voice and text comes to an end. The future of CX is really about voice and text solutions working harmoniously together so that customers can seamlessly transition between these channels without losing context. Think about a voice interaction that also utilizes form fills, location, carousels, and rich media images. This not only makes the experience better, but also more productive for customers. Laying this type of groundwork will help brands achieve the most compelling and effective CX–optichannel. The optichannel experience offers customers the best channel based on the scenario, transaction type, history, and person’’s preference.
Learn why it’s important for brands to incorporate both voice and text here.
3) Customer Care Today: The top 4 things consumers want you to know
What do customers really think about customer service? Inquiring minds wanted to know! We at Interactions surveyed 1,100 U.S. consumers (18 and older) to take a quick pulse on what consumers think about automated systems, personalization, and common pain points faced. Spoiler alert: Given that 92% of consumers surveyed believed that today’s customer service needs improvement, consumers had lots to say.
Read more about the good, the bad, and the ugly here.
4) Why isn’t customer experience working?
Brands spend a lot of time, money, and energy these days on improving customer experience. So, why is it that customers are still facing many common pain points in their customer service interactions? Even with great technology, many times customer needs are still not being met. Make sure your technology is following these best practices to support both your customer expectations and business goals!
Read our best practices around speed, agent optimization, and personalization here.
5) Are 2021 CX Predictions holding up?
Predictions always offer valuable insight on trends, what’s in and what’s out, and what’s up and coming. Half-way through 2021, we spent some time reflecting on some of this year’s CX predictions to see if they proved to be true or if they had gone in a different direction.
What did we find? Read our revised predictions here.
6) Three best practices for proactive communication
Proactive communication can come in the forms of banner announcements, notifications, emails, texts, calls, or more and can help provide your customers with important everyday information. They can also be critical when unexpected situations occur to prevent the flooding your call center. However, it’s important to remember that there is a fine line between being helpful and well, being annoying. If you over communicate, there is a chance that your customers might miss something that is actually important. If you under communicate, this can greatly affect the volumes coming into your contact center which can diminish the CX. We’ve put together some best practices to help you formulate the best strategy that will help you establish a solid foundation of trust between your brand and your customers.
Read our best practices here.