Co-nexus

Customer Service

Developing a Digital Customer Experience Strategy

Contact Center SolutionsCo-nexus Marketing

Today's customer is more tech savvy and mobile than ever. If you aren't embrace technology within your contact center, your competition might be. We've been discussing more and more over the past few weeks about the omni-channel experience and digital transformation. Today we wanted to give you a strategy checklist to help you begin transitioning into building your digital strategy. The handout lists a few ways digital transformation can impact your business, employees and customers. You can download it here or click on the picture. If you want to learn more, reach out to us for a quick technology assesment.

5 Things Your Competition is Doing in the Contact Center

Call Recording, Contact Center SolutionsCo-nexus Marketing

Contact center and the customer journey is changing. If you are not on the forefront of that change, you may end up losing your customers to your competitors. Here are five things your competition might be doing to win over your clients:

  1. Are you using live chat? If customers go to your webpage, do they have the ability to ask a quick question using a chat function? If not, you need to consider enabling this. According to a Forrester report, 63% of customers said they were more likely to return to a website that offers live chat as opposed to one that doesn’t. Furthermore, the average online chat resolution is 42 seconds. That gives your customers the answers they need in less time which frees up your agents to handle more customer inquiries.
  2. Have you enabled omnichannel features? Can a customer email you, and easily switch to a voice call while maintain the conversation and recording the interaction? Customers these days want to reach out to you using a variety of methods, but sometimes a call is necessary later on in the process.
  3. Can you customers utilize self-service features? Customers continue to turn to Web self-service, mobile apps, and visual IVRs instead of phone calls. Think about how much mobile apps have influenced self-service for the banking industry. Now you can easily transfer funds with the click of a button instead of making a call or going into the bank.
  4. Can your agents work from home? Give your agents the ability to work from home to reduce overhead and over-turn. Agents no longer spend time traveling to and from and office because they have the tools to service customers remotely.
  5. How is your organization utilizing social media to drive customer loyalty? In 2012, Gartner made a bold statement about social media customer service. “Organizations that refuse to communicate with customers by social media will face the same level of wrath as those that ignore today’s basic expectation that they will respond to emails and phone calls.” Five years later we are seeing shift from gaining new customers and marketing to responding to current customer service needs through social media

Want to learn more about ways your competition is increasing customer service within their contact center? We have a whitepaper you can download with more ways you can improve your contact center. 

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Contact Center SolutionsCo-nexus Marketing

“There is only one boss: the customer. And he can fire everybody in the company, from the chairman on down, simply by spending his money somewhere else.”

-Sam Walton

Maybe the customer isn’t always right, but the customer is the one in charge when it comes to building revenue within a company. The modern customer has the same needs they’ve always had which is timely quality service. As technology advances, customers are reaching out to in a variety of mediums. Technology hasn’t changed the customer’s needs, it’s added new ways for a client to contact a business. If you aren’t up to date and meeting those needs, the internet provides a customer with the power to do a quick search to look elsewhere. The question is, are you meeting your customer’s needs?

Are your employees trained and coached properly?

Having easy to use tools for quality monitoring help a business function and ensure proper training. From being able to ensure a new employee has proper training tools for initial onboarding, to being able to monitor how an employee navigates through your internal systems allows a customer to have a better experience.

Does your business have the appropriate tools in place to communicate with your customers?

Some customers prefer to type and some are talkers. Do you have the means in place to provide answers when they have questions? Check out this article or this webinar on different communication methods the modern customers utilize.

Do you have the right people in the right places at the right time?

Depending on your business needs, scheduling the right people in the right place is a challenge. Excel spreadsheets are oftentimes used for contact center scheduling leaving room for manual error. Utilizing software tools to ensure your business optimizes your workforce with help your customers receive the right service from a skilled agent.

Are you ready to answer your clients or potential clients when they reach out? If not, they will go elsewhere! Co-nexus would love to help give your more resources on how to improve communication with your customers. Reach out to us below and we’ll put the right person in touch to give you more information how to create a better customer experience.

Customer Service Needs Hasn't Changed in 62 Years

Call Recording, Contact Center SolutionsCo-nexus Marketing

Recently, Co-nexus stumbled upon this article about customer service from an old Chevrolet Service News publishing. It was dated December, 1955. We started thinking about how technology has enhanced and impacted the a customer's experience. Although in its design technology is supposed to help a client and a business communicate better, it doesn't always work out that way. If not strategically designed, it has the opposite effect on customer service. As technology develops more and more to create efficiency within a business environment, the customer can be left to fend for themselves. Technology cannot replace human interaction, but enhance it and make everyone's life a little easier. 

Customer stickiness starts and ends with the customer being confident in the services or products a business offers. A good example of this is in the article we found from Chevrolet stating, "Through his contact with you, he forms his opinion, good or bad, of the dealership, the factory and the product. You must continually strive to increase his confidence in you because you want him to bring service problems to you and to think of you when he thinks of service." The way your business communicates must build confidence within the customer. Customers need quick ways of reaching the necessary contact. They do not want to explain themselves over and over if they need to be transferred to a different person. Auto-attendants sometimes create a maze for a customer when they make a call, instead of getting the client to the person who can help them. Furthermore, there's nothing more infuriating to a customer than being placed on hold with music for an extended amount of time. Communication features need to enhance the customer experience or your clients will be lost to the competition.

Many customers will walk away from a business if they do not feel they are receiving adequate quality and service. Chevrolet continues in this article, "If you carry out your responsibilities with reference to good workmanship then good customer relations will be the natural result." Being responsible and responsive to your clients, keeps them coming back for more. You must efficiently provide service to help them, so they can move on with other life responsibilities. The workmanship must be good quality, otherwise it costs the customer in time and the customer loses trust in your company.

However, it's important during the process of gaining efficiency to not lose sight of the need for human interaction. Customers remain loyal through relationship building. Whether they are looking to make a purchase now or in the future they need to feel valued. A business who provides ways of going "beyond a formal relationship" to make the customer feel like they are going to be taken care of keeps the customer for the long-term. Chevrolet states, "This approach to the problem will take a little more time and effort on your part, and in many cases, can avoid time consuming complaints later on." The more effort you make to solve a customer's problem, the more likely they will end up buying from you and returning later. It begins with making them feel like you are helpful, not making them feel like they are just another person walking in the door.

If you would like to read more about how Co-nexus Helps Car Dealerships, check out our blog post. Also, if you would like to download the full article from 1955, click the button below. 

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How Co-nexus Helps Car Dealerships

Call Recording, Contact Center Solutions, Business Phone SystemsCo-nexus Marketing
How Co-nexus Helps Car Dealerships

Technology for car dealerships can be a little overwhelming. There are multiple departments throughout the organization who need to communicate in different ways. More importantly, it’s a customer facing sales business with demand for someone to be able to respond to customer inquiries at all times. If you miss a call, you lose a customer. Some clients are looking to make a large purchase for a new vehicle while others may be looking to have their current automobile serviced. Being able to handle call volume, provide key metrics, control inventory and maintain the happiness of customers allows a business to thrive.

  • Sales - Mobility insures sales people never miss a customer call. Because the consumer now has information available online, when they finally call a sales person – they expect someone to help them instantly. People are impatient and expect immediate answers. If your salesperson does not answer the call then guess what – the next dealership is called. We let customer calls be extended to the proper personnel – no matter where they are and what device they have. They can answer the business call from their desk phone, their cell phone, or even their tablet or laptop. A great customer experience is achieved by enabling your sales team with the proper tools.
  • Parts – The parts department is a real money maker in a call dealership. Calls can not be missed, they have too many options on places to buy the parts. Technology insures that calls get presented to the right personnel in a timely manner and provides metrics on how the company and each individual employee is doing on the customer service front.  
  • Service – Service writers handle most of their traffic in two brief windows of time. Dealerships need to insure that customers can get to their service writers in a timely manner – they want answers and they want them now. We can have different routing protocols for different periods of the day and/or handling extreme call traffic peaks. Technology helps smooth out the peaks and makes for calmer customers and service writers. 

If you are anticipating changes within your business environment in the next twelve months, it’s a great time to reach out to us for a discussion. We can help you review your current services, provide network design for merging companies and start building a long term relationship to help your dynamic business. Reach out to us today and we’ll put one of our experts in touch with you!

 

How Co-nexus Helps Manufacturing Companies

Network Solutions, Business Phone SystemsCo-nexus Marketing

With hundreds if not thousands of locations, manufacturing organizations spread geographically across an expansive region and oftentimes internationally. Anytime there are multiple locations, a variety of carrier services and communication systems are usually in play. In result, the IT team is left to implement and troubleshoot with limited resources. Being able to manage from a central location is a key for organizations to decrease operational costs. Here are a few ways Co-nexus helps our manufacturing clients:

  • Manage administration from a single pane of glass: Co-nexus can help make administration easy by giving you features with visibility to connect all sites and users from a single administration panel.
  • Carrier agnostic: Co-nexus can assist providing you service quotes for internet, dial  tone and SIP-trunking or network configurations and help review your existing services to help you get more out of what you are spending.
  • Single point of contact for troubleshooting: We can give you support when you need it most with our telecom experts on staff.

If you are anticipating changes within your business environment in the next twelve months, it’s a great time to reach out to us for a discussion. We can help you review your current services, provide network design for merging companies and start building a long term relationship to help your dynamic business. Reach out to us today and we’ll put one of our experts in touch with you!