Great customer service is no longer just about picking up the phone. It’s about being available for your customers wherever they are, whether that’s on a website, on social media, engaging with a chatbot, or in an email client. But simply being there isn’t enough. In a world of heightened customer expectations, companies and organizations must ensure they deliver a quality customer experience across every touchpoint.
How We Connect is Changing
The traditional customer journey was relatively linear. Customers would follow broadly the same path when looking to achieve a particular goal with an organization. But now, that journey has broadened out with a multitude of variables: customers may seek support through various channels and in any order. By analyzing how, when and why customers use particular channels, your organization can strategize about how to design a powerful customer experience for each touchpoint, helping customers achieve their goals.
What Does a Great Experience Look Like?
Overall, a great CX experience is one that’s consistent and frictionless. You want customers to achieve their goals easily and know what to expect from your brand wherever they interact with you. Here’s what to think about:
- Website. Is your website clean and easy to navigate, with robust FAQs and self-service options?
- Social media. Are you promptly responding to questions and using your channels to educate and foster engagement?
- Email. Are you offering personalized responses – and actually answering customers’ questions?
- Phone. Are you leveraging smart routing, self-service, and trained reps who are knowledgeable about your products?
- Chatbots. Do you have NLP-backed chatbots offering multilingual support? Do you have human support available for more complex questions?Â
Making a Great Experience Happen
You know the value of all the above. So, how do you make it happen? With an all-in-one omnichannel support platform like ACD’s. Some of the perks of an end-to-end solution like ours include:
- Powerful scripting. Ensure that customers are getting consistent support, no matter the issue.
- Thorough personalization. Personalize content and support across channels by tapping into the customers’ past interactions with your brand.
- Omnichannel messaging. Messages are received and answered with a centralized platform that makes delivering great support easy.
- Comprehensive analytics. Know when, how, and why people are getting in touch, then take steps to identify and address any possible friction.
- Multilingual support. Reach more customers in their preferred language by tapping into our new integrated multilingual support option.
- On-demand reps. Don’t leave your customers hanging. ACD allows you to scale your service up and down by supplementing your team with our trained reps.
All of these features work together to help you see how your business is performing, empowering you to continuously improve the customer experience. At ACD, we combine them under one umbrella to supercharge your CX and your overall business strategy.
Get Strategic About Your Omnichannel Support with ACD
Are you ready to deliver an excellent customer experience across every touchpoint? Talk to ACD. We’ll work with you to identify your specific needs and design, implement, and monitor a tailored CX solution that serves both your customers and your organization. If experience matters to you, let’s talk!
