Research shows that getting a new customer is up to seven times more expensive than keeping an existing one. It is no wonder then that one of the first things businesses should do when trying to cut costs and/or improve revenue is inspecting their customer service process. However, figuring out how and where customers are becoming disengaged and figuring out what to do about it can be a challenge. If you are struggling with this in your own organization, I would like to share a few places where you can look and things you can do to begin to increase customer engagement.
Top Three Ways to Increase Customer Engagement
Tip #1: Keep a close eye on your customer expectations
In the digital age, customer expectations shift rapidly. They are no longer simply influenced by their own experiences and that of their close friends and family. But now also the experiences that strangers share online. To combat this, it’s important to keep a close eye on what’s said about your organization in online communities, responding quickly and effectively. Being proactive will keep small issues from becoming larger problems.
Tip #2: Improve your first-time fix rates
On average, just over 30% of customer support inquiries are from repeat customers, people who did not get the help they need on first contact. Of course, there’s no magic bullet to keep this from happening, but it comes at a significant cost. One way companies can address this issue is to look at historical data on which problems take more than one contact to resolve, and then create content, such as knowledge base articles in a self-service portal, or new customer service processes that better allow agents to deal with the problem first time around.
Tip #3: Empower your cutomer service agents.
Since your service agents are the first point of contact when customers have an issue with your product or service, it is important to empower them with the right tools to do their job effectively. Also, putting self-service tools in place helps to reduce the number of customer service requests, allowing agents to focus their time and attention on more critical and involved cases. Studies show that empowered agents are much less expensive to manage, do better quality work and turnover less often, saving you money on hiring and training new employees while boosting customer satisfaction.
Want to learn more about how to increase customer engagement?
If after reading this blog and the accompanying white paper, you find yourself in the market for a new customer service solution, you owe it to yourself to look at
Should you have questions about Dynamics 365 For Customer Service and whether it is right for your organization, please
By: Laura Schomaker, Intelligent Technologies, Incorporated, a North Carolina Dynamics 365 partner www.inteltech.com