Customer Service Influences Business for Communication Service Providers
July 24, 2014
July 24, 2014
As lines of business within communication service providers (CSPs) strive to transform legacy services from siloed products to integrated experiences, they should look to the contact center for help in increasing customer adoption. Serving the new demands of hyper-connected customers can be challenging. But ensuring that your customer engagement strategy is developed in partnership with your contact center provider can create the consistency of cross-channel experiences that customers are clamoring for, yet many enterprises struggle to deliver.
Choosing a contact center vendor with a level of expertise that can help you sway customer sentiment in your favor in sustainable ways should be a top priority. Considering that CSPs rank at the bottom of customer experience ratings—a rating that’s persisted for years—if business models are to shift to enable higher profitability and growth, improving customer service delivery can go a long way in helping to smooth this transition.
Providing a superior experience that educates and engages the customer—even when something has gone wrong—is a hefty challenge. Add to that the Omni-channel mandate and the experience your contact center vendor wields in providing service that meets customer preferences becomes an asset worthy of consideration.
Take a look at how your customer has changed. The modern communications customer is more:
Your customers expect to speak with knowledgeable, empowered, and well managed customer service representatives. At the speed of change, this means the vendor you select to provide customer service should also operate with a strong methodology for continuous improvement. The level of expertise that produces the excellence in service delivery that will match seamlessly with customers’ needs and preferences directly proportionate to their experience with putting theory into practice.
Meeting service levels and accommodating fluctuations in demand covers the basics, but what you really want to know is what the vendor you consider selecting has done to raise standards and make a difference for its clients and their customers.
Questions that can help you determine which vendor is the best fit, given the rising importance of the customer experience to driving sustainable growth could include:
To get the answers to these types of questions, probe for real-world use cases around the scenarios that could affect the achievement of your business objectives. A seamless, strategic and collaborative operational approach is often the key to gaining more business and happier customers by raising the bar on service excellence.