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December 17, 2020

Inbound Customer Service Best Practices Backed by Data

Using a data-driven approach to develop your CX best practices ensures you’re both being practical and working from the customer’s biggest needs as you craft your support strategy. 

Consider these 9 CX best practices rooted in data as you develop your inbound support systems. 

1. 1 in 3 customers will walk away after just one bad experience 

Losing one-third of your customers to bad CX is absolutely preventable. Design your CX strategy based on data to create a holistic customer experience. Use a unified CRM to view many interactions across channels to pinpoint areas across the customer journey for improvement. 

Information like customer history, past interactions and tickets available across channels and in one threaded view let agents understand the needs of your customers and plan to meet or exceed them. Help your agents come into every conversation fully equipped to make sure your customers have a positive customer experience. 

2. 60% of customers would like the option to use automated self service 

Customers already use self-service options every day at the gas station and ATM. This option is becoming more common and will continue to do so post-Covid. By using call qualifications, routing algorithms, and contextual data, robust IVRs increase customer experience by improving first call resolution rates. Webchat and virtual assistance are handy here, too. 

3. 6 in 10 customers look to digital channels first for support

There are more communication channels than ever. When customers reach out to you, give them the ability to choose the channel that’s most convenient. 

Channel freedom has been shown to improve customer satisfaction. It’s that simple. 

4. 80% of customers respond positively when their customer experience to be personalized

Contact centers have access to more data than ever before. Use that data to make every step of the way with your business tailored to the customer. 

Many customers say they prefer to interact with human agents because it feels more personal. But, human agents can be just as robotic as virtual agents. Each conversation you have should consider data points about your customers. Address your customers by name and incorporate past interactions to add a personal touch. 

5. Data driven contact centers are 23 times more likely to gain new customers and 6 times more likely to retain them. 

Refine your service process by utilizing the greatest feedback generator available to you: your customers. CSAT surveys are incredibly helpful to find out what is and isn’t working.

6. 52% of customers think that companies need to take action on feedback from their customers. 

Unfiltered feedback from your customers is positive even when it is negative. Gathering feedback leads to actionable insight. With this insight you can create processes to measure and improve everything from customer experience to call workflows, routing, agent handle time— the possibilities are countless. 

7. 62% of customers say that an agent’s knowledge and resourcefulness are key. 

When planning your customer experience strategy make sure agent knowledge is a core component. Customers want to feel like they are in good hands during any interaction with your company. Customer-facing liaisons are no different. 

Make it easy for agents to have all of the knowledge they need to make customer interactions as smooth as possible by putting it in an easy to interact with configurable agent desktop. Configurable agent desktops give you the right information when you need it. Agents no longer need to toggle through clunky windows. They have information and context in one window. It is an easy way to improve both agent and customer experience. 

8. 67% of customer attrition could be avoided if customer’s issues are resolved the first time around 

What if you could guess with incredible accuracy what your customers needed before they asked you for it? Most people would say the idea sounds like science fiction. But the reality is, we’re not too far off. 

Contact centers can now use artificial intelligence and machine learning to make the most of their CRMs. Optimal times for outreach can be pinpointed with the use of data. 

Complex computations can be carried out to accurately predict your customer’s future needs. Leverage CRM to create customer experiences specific to each customer. Intuition is no longer specifically human and thank goodness.While human intuition remains a stalwart in the customer service journey, using artificial intelligence to analyze customer data and enhance agent performance provides precise, calculated insights.

9. Contact centers with both human and virtual agents have reported a 61% improvement in customer satisfaction 

Using a blend of human and virtual agents is quickly becoming a hallmark of a customer-centric approach to support in the contact center. That’s because it delivers two net positives to the customer: 

  • Improved resolution time 

Virtual agents can complete rote information gathering tasks quickly and efficiently. This gives your agents the time they need to focus on more creative tasks in the contact center. In this way, they are also coming into each conversation with the most knowledge possible. 

  • Streamlined service 

With intelligent routing customers arrive at the right agent the first time. This communicates competence as well that you understand their time is valuable. 

 With these 9 best practices you can calculate and improve customer retention efforts and set realistic, attainable service expectations for agents. Data and feedback are the peanut butter and jelly of defining CX best practices. Used properly and continuously, they can help make sure your inbound service is as iconic as the sandwich itself.  

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next-generation contact center platform that powers more than 14 billion interactions a year. By seamlessly integrating omnichannel communications, CRM, AI, and WFO capabilities, the Company’s technology delivers an exceptional agent and customer experience while reducing compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 500 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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