The Important Role Your Contact Center Plays in Creating an Excellent Customer Experience

The Important Role Your Contact Center Plays in Creating an Excellent Customer Experience

Contact Center software has become much more robust and is very much centered around strategically enhancing a customer’s journey. Modern solutions contain tools that not only help you provide support when needed, but also offer a comprehensive suite of capabilities needed to attract, care for, and retain customers.

The enhancements in Contact Center technology work in tandem with consumer behavior and expectations, and customers themselves have access to more technology than ever before, so they’re changing as well. They’re savvy and not only expect an amazing customer journey…they demand it.

This year, more than 50% of organizations will redirect their investments to customer experience innovations.
-Gartner

Here are some of the most important ways that your contact center influences customer experience and provides tools for stand-out service that differentiates your brand from the rest. 

The Quality of Service Outshines Products

The quality of your products and services is certainly important for the longevity of your business, but product quality is becoming vastly outweighed by quality of service. 

By the year 2020, customer experience will overtake price and product as the key brand differentiator.
-Walker Research

The quality of your service is paramount to success in your business, and using a contact center software can ensure that your agents have all the best tools they need to make your service shine for each customer. 

Your Contact Center is Usually a Customer’s First Point of Interaction with Your Company (and will Shape Customer’s First Impression)

When a customer reaches out to your business for the first time, they’ll usually have a question that needs answered or some type of request that needs fulfilled. This first point of contact is vital to your future with your customers because this experience will set the tone for what they think about your caliber of support and shape how they feel about your brand. 

86% of buyers are willing to pay more for a great customer experience.
-SuperOffice

With a modern Contact Center solution in place, you’ll have all the tools you need to make sure that your customer’s first experience is a positive one. With omni-channel support options in place, a customer can use their preferred communication method, whether it’s phone, email, chat, or social, to reach your business. All of your interactions with the customer will be stored so that the customer doesn’t have to repeat themselves to multiple agents.

Modern Consumers are Savvy and You Need Modern Tools to Exceed Expectations

The modern customer experience has shifted substantially from simply being available to answer questions to a more strategic analysis and action plans related to how customers interact with your business throughout their full lifespan with your company. 

In a survey of 15,000 consumers, it was found that 1 in 3 customers will leave a brand they love after just one bad experience.
-PwC

Advanced Tools and Features Give Your Business Instant Clout

Contact center software provides a centralized system that your employees can use to assist customers, track interactions, and monitor service quality levels. These solutions are comprised of a robust suite of tools and features that are designed to help your company create memorable, positive customer experiences and pinpoint areas of opportunity for your business as well. 

Contact Center features and tools can also give your company instant clout, making you appear larger and more professional in your industry with:

  • Omni-Channel Capabilities
  • Click-to-Call
  • In-App Support
  • AI-Powered Chatbots
  • Skill and Agent Based Support Routing
  • Mobile Access
  • Call Recording
  • Quality Monitoring and Coaching
  • Self-Service Tools
  • Reporting and Analytics

Data Analytics Drive Growth

By 2020 more than 40% of all data analytics projects will relate to an aspect of customer experience.
-Gartner

Data analytics are powering trends and initiatives across all types of software and business, and contact center solutions are certainly no exception. 

Only 37% of shoppers feel like retailers know them.
-Salesforce

Using the analytics and reporting tools available in Contact Center software, you can collect and analyze important customer data so that you understand how to constantly improve your service and customize it with deep insights into who your customers are, and what they want. Using these insights you can delight more customers and retain them for years to come, fueling growth in your business. 

About Wheelhouse

Like what you just read? At Wheelhouse, we are passionate about all things software, and our specialty is connecting software buyers to an enterprise solution that perfectly matches their needs. 

Please visit our Contact Center software page for a complete list of all the solutions we have on offer. Need more help? Drop us an e-mail at info@wheelhouse.com and we’ll be happy to assist you!

References

18 Customer Experience Stats to Know in 2019 https://www.qualtrics.com/blog/customer-experience-stats/ [Accessed 13 September 2019]

37 Customer Experience Statistics You Need to Know in 2019 https://www.superoffice.com/blog/customer-experience-statistics/ [Accessed 13 September 2019]