In the previous point we focused on taking care of digital marketing and communication with the user through channels to improve the customer experience and maintain a “clean” image, but we must add the technological part to really achieve a satisfactory interaction.
In other words, it is of little use to have an impeccable online brand image if, when it comes to buying or contacting the company for a question or problem, we do not respond as the user would like. In fact, these cases tend to increase customer frustration and make the brand perception negative, which, as we have previously mentioned, means that everything we have built with that user previously is worthless. Therefore:
Users need to be provided with touchpoints that work well and are effective.
Personalize communications based on previous actions you vietnam phone number data have taken. To do this, contact a CRM and thanks to tools like Journey Builder, it makes it much more comfortable and customizable.
Analyze and improve traceability to optimize contact center resources. This point is essential to improve team productivity and better qualify each interaction.
Contact center and its importance in customer experience
More and more companies are opting for technologies that improve customer experience in contact centers and voice channels with solutions such as Service Cloud Voice or Genesys Cloud . These types of solutions not only provide value to the user, they also allow the agent experience to be optimized and focus on priorities, qualifying and enhancing resources to achieve better results.
Properly mapping out each of these interactions is what will allow us to make a difference and achieve the objectives between the marketing and sales departments. It is important to collect information from each contact well and propose actions and solutions adapted to their needs. Therefore, having specific solutions to centralize the information makes it easier for us to interpret data, analyze results and propose new improvements. In this sense, using tools such as Mulesoft and Tableau is key to improving analytics.
In short: user experience is not just about one factor, but about all the information we give to the customer, from the first impression to the different touchpoints they have with the brand. Pay attention to each of them in detail and rely on technology to optimize them to the maximum!