Complete CX Guide

The Customer Experience (customer experience) is an important part within a company or business as it is directly responsible for addressing the needs, questions or complaints of customers. Therefore its function is to be the contact between the brand and the public.

In addition, this system designed to solve problems also attends information that through data analysis can lead to continuous improvement of its products or services, applying process standards within the organization.

It is present in the three stages of purchasing: Pre-purchase: Persuade the customer that our product is the best by exposing its features, details and benefits. Purchase: Facilitate the process by generating the best experience. Post-purchase: Product warranty or technical support.

Main advantages of Customer Service

There are multiple advantages if you implement an adequate CX system These are some of them:

- Satisfied customers

Knowing at first hand the needs of your customers allows you to work on a better service to obtain a greater number of satisfied customers.

- Brand loyalty

Establishes a close bond between the customer and the company, which enriches the relationship of trust and interaction, which in turn generates brand loyalty.

- Increase in sales.

Especially in ecommerce companies, this assistance is essential, since the product or service is not tangible, the customer may have many doubts. That is why the role of the CX can become a determining factor in the sale.

- Improves productivity

Reduces time in resolving complaints by escalating to the right and immediate address, avoiding waste of resources such as time, money, etc.

Basic characteristics of a Customer Service

But what do you need to have to have a positive outcome? These are some characteristics for a good management:

-Immediacy: The customer must be a priority above all, so you must always be available to solve their doubts or needs.

- Active listening: This is the ability to listen to absolutely everything the customer wants to communicate in a sensitive, respectful and empathetic way. In addition to alternating it with the ability to ask questions, to guide to a possible solution.

- Experience and knowledge: Knowledge is power. The more you know about your service or product and your customer, the greater your ability to resolve.

- Omnichannel: For a better customer service, it is recommended that you expand your accessibility in different channels or networks. This will create a positive experience for your customer and allows you greater presence on multiple platforms. If you want to learn more about Omnichannel I recommend From Customer Service to the Contact Center experience.

- Strategy: It is proven that companies that execute commercial strategies are more successful. Implement these strategies in Customer Service, such as migrating your customers to the web, managing your communication in a more attractive and intelligent way, segmenting and using data effectively.

Undoubtedly, CX is an integral part of a commercial strategy, and in most cases it can be a differentiator from other companies. That is why you should think about integrating it if you have a business or company, since the results are exponentially linked to the experience with your customer and the perception they have of your product or service, therefore, you will have a higher probability of sales.

Provide the best experience to your customers with OMNICANALITY. Stay connected from any channel: uContact allows you to integrate support via email, SMS, webchat, social networks and much more.

Our team will be happy to advise you. Request your Demo right now.