EVERY single customer interaction today either builds your brand or chips away at it. Seventy-five percent of consumers buy from the first company they interact with that gives them an outstanding Customer Experience on the very first engagement.
For example, if someone buys a new pair of sneakers in one of your retail stores, they likely researched your website first. They may have chatted on your site or spoken with a contact center agent to find your store and confirm whether their size is in stock before leaving home.
AI-powered Customer Experience (CX) software gives your contact center agents the tools to get each interaction right the first time. CX Software pulls information from all your other software applications – contact center software, CRM and E-commerce platforms (like Shopify and Gorgeous) into a single pane of glass.
Imagine…You’re Jane
You love running and hiking and own several pairs of sneakers from ABC Running Company. You’re flying to Oahu in five days and want a pair of sneakers that are ideal for climbing Diamond Head Crater and running in a half marathon on the North Shore.
Therefore, you go to ABC’s website and find some good options, but you’re not sure which is the best fit. Hence, you call their toll-free number and…
Michael from ABC Running Company greets you with, “Hi, Jane! How are you? Are you looking for running or hiking shoes today?” Wow! Thus, you tell Michael all about your travel plans and he recommends two styles that would be a great fit based on what you purchased before. Michael locates your size and your two favorite colors – hot pink and baby blue. He can have either pair delivered in two days. Do you want it sent to your home or your office like the last time?
The entire call took less than five minutes. Michael was really nice to talk to and provided such detailed information about the sneakers, you bought one in each color and can’t wait to leave for Oahu.
Transform Your Contact Center’s Performance
To put it simply, AI-powered Customer Experience (CX) Software unifies all your customer data to give your agents powerful tools to engage each customer in a friendly, personalized manner. There is no need for long hold times while an agent flips from application to another in search of information. Even better, the customer never gets transferred to another department for assistance.
In one single application, your contact center agents have visibility into all previous call transcripts, texts, chats and emails with that customer. They can see prior orders, returns and preferences. Agents can also access detailed product information to make reliable recommendations. Finally, your agents have the power to handle customer service issues as well as offer discounts and free shipping with certain orders.
Customer Experience (CX) Software…
- Reduces average handle times by four minutes by unifying customer data into a single workspace
- Decreases average queue wait time by three minutes with transparency into support request volume in real-time
- Increases NPS (Net Promoter Score) by 2 points with faster, more personalized support
- Is surprisingly affordable to implement and you will see the ROI very quickly
Let’s face it, consumers today are sophisticated, educated and demand fast, friendly service. Never miss an opportunity to boost your brand and increase sales with Customer Experience (CX) software solutions.
The veteran technology advisors at My Resource Partners have extensive experience in the world of contact centers. Our advisors take the time to learn about your products, customers, marketing and contact center sales team. They will introduce you to top-tier Customer Experience (CX) providers that best match your model and help you realize a rapid ROI.
