Personalise Your CX: Collect and Analyse The Feedback Efficiently
An interview with one of our partners at the 12th Annual Strategic Customer Excellence Summit on 19th – 20th April 2023 in Arcotel Wimberger Vienna!
How is it possible to ensure that both agents and customers can get real-time information on orders, deliveries and services?
There are various ways how to attain this.
What are the best strategies for humanising the digital employee and customer experience?
Removing the robotic effect from digital customer service is something that every business should focus on. While robotics has eased customer service, customer experience can be severely damaged. We believe that the best strategies to having an agent handling digital channels keeping that human touch are by:
Overall, by keeping the ‘human element’ in the customer’s digital experience, the experience is more personalised, engaging, and empathetic for both the employees and the customers. In return, companies have a stronger brand.
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What are the best ways to collect customer feedback to improve customer satisfaction?
When looking at customer feedback, as a company, we believe that the key factor is time – when you collect the feedback and the time needed for the customer to give the feedback. We live in a fast-paced world, so sending out long surveys a couple of days after the case is closed is often unsuccessful. We believe that the best ways to collect customer feedback are:
Overall, the key to collecting customer feedback is to make it easy for customers to provide feedback and to listen actively to their responses. Use the feedback to identify areas for improvement and make changes that will improve the customer experience and increase customer satisfaction.
Discover more info about the case studies by Centrecom here.
Centrecom is a leading provider of contact centre services, offering comprehensive solutions that deliver high-quality service to its clients. With over 30 years of experience in the industry, the company has built a reputation for providing high-quality customer service that is tailored to meet the unique needs of each client partner. Centrecom employs a team of experienced contact centre agents who are trained to handle from the most basic to the most complex customer inquiries, whilst resolving issues, and providing outstanding support. The company uses advanced technologies, including state-of-the-art infrastructure to ensure that its clients partners receive the best possible service.
Quality is a top priority, and the company’s rigorous quality control process ensures that every contact is handled with the utmost care and professionalism. Centrecom offers flexible service options, including 24/7 omnichannel support, multi-lingual agents, and customised reporting, to meet our client partners’ requirements.