The more often technology advances the quicker patience in the customer decreases. Contact centers are expected to solve more problems in less time. If they don’t, customers will choose to go elsewhere. Think about the last time you ate at a restaurant. Imagine you are waiting in a lobby for over 10 minutes and there is no one in line. Then, it’s followed by your server taking another 10 minutes to bring you water. When the food finally arrives it’s delicious. However, your server takes forever to bring you the check. Most consumers will choose responsive service in a timely manner over product and quality.
For an average contact center there needs to be a balance of friendliness, timeliness and problem resolution. Here are the top four reasons your customer will return:
- Utilizing omni-channel service so that your customers can contact you on their means. Sometimes it’s faster for a quick chat message than constructing a long email.
- Minimizing call transfers by routing the call to the right person who can assist.
- Decreasing wait times to speak with agents.
- Being able to resolve in an efficient manner.
Customer stickiness allows your business to not only maintain customers, but also grow new customers. One of the best ways to add new customers is through word of mouth of through current customers. If you are looking for ways to improve your contact center tools reach out to us today at cxmrecord.com.