Building delightful customer relationships is something that may sound very easy and simple, but is more complex. Most of the CX platforms out there may promise you the world, and you end up paying more than the expectation and estimation.
In the long run and looking at the bigger picture, it may make sense to invest in a CX platform that simplifies the most important aspect of the business, customer support.
However, things take a left turn when the customer experience platform that promised the world to you makes your support processes complex. What most businesses today fail to realize is that customer support agents are doing the best they can to provide comfort, and support and even show empathy to customers to help them in any way they can. It’s the system that should back them up and give them the information in a fraction of a second.
So, how do we make customer support simpler and better? The bigger question is what to do when you are struggling with a complex system that seemed gold at the start but turned out to be glitter dust.
If you familiarize yourself with this, then chances are you are not the only business pondering this inevitable question. How do I make my customer support delightful?
Fortunately, a lot of CX platforms including Kapture are doing a tremendous job in simplifying customer support processes and making an agent’s day better.
Imagine a system so simple yet powerful enough to give you everything you need. It even tells you what to do when you are stuck with a complex query. Sounds exciting? Let’s take this journey and make customer support better, together.
Personalizing Customer Experiences
We often talk about customizing the workflow of businesses to make the process better and adding certain modules to bring everything together. We pay too much heed to customizations because these things matter to make the operations better. But what about customized customer experiences? People crave comfort and familiarity.
Especially during the pandemic, when half of the world was in lockdown, a customer support representative reaching out, comforting you, showing empathy, and resolving your issue in less than a minute is what personalization means to a customer. Not just the resolution, but additional information that shows the user that the business they are purchasing from understands and values them.
Embracing the Service-first Approach
In today’s digital era, seamless customer support is crucial, especially post-pandemic as more businesses have gone digital. Systems that offer agility and align with your business model can make support so efficient that your agents will rarely face difficulties.
Right now, businesses need the tools and support that help them move forward quickly. Equip your team with a support system that has a simple UI and makes their job easier.
Modern Problems Require Modern Solutions
Putting customers on hold to resolve issues is outdated. Modern customers know how to contact support and expect prompt solutions. If they can’t find answers quickly, they will initiate a chat. Unresolved or poorly handled chats can escalate swiftly to social media complaints.
This is where a unified solution can help you. A platform so innovative that it brings all the conversations (of all sorts) to one place and shows you in a way like you are checking your inbox. So simple yet so powerful. An addition to this is your self-serve portal where customers can find their solutions, keeping the escalation-on-social-media at bay.
Making Your Customers Smile
Imagine a complex issue your customer is facing. They get in touch with you, and before they even tell you their issue, you resolve it and show empathy. Not hours, not minutes—this is an in-seconds job, and all you have to do is look at the ticket.
Equip your team with a support system that has a simple UI and makes their job easier.
Conclusion
We all are humans at the end of the day and all we want is a little empathy, a little comfort, and a solution that makes our daily lives easier.
Building stronger and more delightful customer relations is not difficult. If you have the system to back you up, the team can provide quick resolutions making customers happy. You can count on your happy customers because you’ll be having them for life.
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