3 ways a call center can help your company map your customer’s journey

Every call center that’s been around for a while and handles customer calls on a daily basis knows about “customer service”.

We receive hundreds if not thousands of customers service calls on a daily basis. We are the ears that have the insight to your customers’ needs and expectations.

And all that experience and information gathered over the years can be useful when finding new ways to improve and innovate in their experience with your company.

Sometimes innovation is not about acquiring the most expensive and latest technology, but to change your focus and find a new way of doing things.

Let us show you 3 ways a seasoned call center can help you re-engage with your customers through innovation.

Number 1: A call center can help you anticipate your customer’s problems

Besides just listening to your customers you should start anticipating your customer’s needs. That’s your way to their hearts and that is good news. The bad news is that it is now harder than ever before and you can’t do it alone, you may need help from a customer service expert.

The number of touchpoints in your customer’s journey map has increased since you joined the digital world. Being ready to answer your customer’s questions now requires to be available 24/7 in all the platforms and places (and time zones) where they can reach you.

As a premier call center, we know we represent at least a couple of your principal touchpoints with your clients and we know how to align ourselves to your whole customer experience strategy. A well-trained Brand Ambassador will be the one answering the phone, anticipating your customer’s needs and helping you to deliver amazing experiences for them.

Also, there are strategies your company can implement to start anticipating your customer’s needs. Martin Zwilling, Founder, and CEO, Startup Professionals, wrote an article named the “7 Keys to Anticipating Your Customer’s Future Needs (As Well As Today’s)” that has very valuable information you should read.

Number 2: Don’t confuse or coerce your customers

In her Forbes Magazine contribution “5 Fresh Examples of Customer Experience Innovation”, Blake Morgan, Customer Experience Futurist, Author and Keynote Speaker stated: When companies make it so hard to delete your account, it makes me think they want high numbers to tell their board “look how many users we have!” However, if the users are people like me who no longer get value out of the service, is that a valuable company?

She is right. Sometimes, the shortest path for love is the easy one. Designing a painless, effortless and uncomplicated customer journey map is the best strategy, the one that will make your customers love your service, even when they have easy access to the unsubscribe button.

An experienced call center can help you anticipate problems or questions your customers may have along their buying or service journey. We can deliver the information they would need, create the experience they’d love but most importantly, at the moment they would need it.

Number 3: Align technology with human interaction for better experiences

Technology won’t help you improve your customer experience (CX), at least not by itself. Technology can empower your people, can allow them to create amazing experiences for your customers but only if your team is fully committed and well prepared.

As business partners and service providers, we understand our role in your CX strategy and we are fully committed to learning your processes, culture, philosophy, and adopt your tech strategy in order to help you make a difference in your customer’s life.

Technology is helping call centers like us to keep up with the times. From computer-assisted telephone interviewing (CATI) to the use of digital platforms to reduce the number of interactions (touchpoints) needed to solve a problem, we are using automation to reduce time and human effort your customers and your financial department will love.

You can add other tactics to your CX strategy, like creating a Customer’s Hall of Fame or using “chatbots” to answer their messages, but partnering with a qualified call center that also aligns with your whole strategy will always provide you with a pool of possibilities of innovating in your company’s service.

If you want to talk about your CX strategy or how can we help you to innovate and keep creating amazing experiences for your customers, give us a call or shoot us an email.

Let us at Voxcentrix help get you out of the analog age and get you into the digital universe so that your customers can benefit from new world technology.

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