How to Build Delightful Customer Relationships with Kapture

 

There is one thing that companies should know before they start doing business in the 21st century and that is that excellent customer service is the backbone of any profitable business. In the past, people chose products on the basis of price comparisons but now people choose services and products on the basis of excellent customer service experiences. This has led to an increased demand for customer relationship management tools like kapture CRM. When businesses are more customer-centric they not only keep their customers happy and satisfied but also tend to achieve more profitable returns. Focusing on efficient customer relationship management tools has become the need of the hour for all businesses these days.

Reasons why Kapture improves the customer experience-

Faster first call resolution times

One of the most important features a customer relationship management system can have is an efficient first-call resolution (FCR). Customers are always finding new ways to solve their issues as soon as possible and when they don't receive quick remediation to their tickets they get frustrated. Delayed remediation not only builds a negative brand image but also lowers profitability in the long run. Having efficient customer relationship management tools like kapture CRM enables businesses to leverage interaction analysis to better understand the company's first call resolution rates. Improving the first-call resolution not only helps businesses reduce the overall number of tickets being raised but also helps them increase customer satisfaction rates.

Self-service portals

Another effective way through which businesses can build a delightful customer relationship is by integrating self-service portals into their customer relationship management systems. Did you know that according to a report by Microsoft about 77% of consumers reported having used a self-service support portal to help themselves out? And according to another report by IBM Watson reset about 70% of consumers tend to prefer messaging over calling for customer support. When businesses set up self-service portals or knowledge bases through CRMs like Kapture it not only helps them decrease the number of tickets being raised but also helps them build a more independent customer base. 

Anytime service

To generate delightful customer relationships it is important for businesses to open their customer care services at all times. But when businesses are still stuck with traditional forms of help desk management it becomes difficult to provide 24/7 customer care assistance. But by employing the right customer relationship management tools like kapture CRM businesses can not only cater to customer care queries and tickets at any time of the day but will also be able to reduce the manual workload for the customer service agents. Business is open up to catering customers and serving them at all times of the day it not only shows that the business cares and values customers but also increases customer satisfaction levels.

Omnichannel

Did you know that according to a report by Adobe companies with the strongest omnichannel customer engagement strategies tend to have a10% year-on-year growth? Businesses use CRMs like Kapture that have an omnichannel facility they not only help businesses reach out to customers on all touchpoints but also helps them improve customer onboarding rates. When businesses integrate multiple channels into a single space it helps provide a more flexible, seamless, and delightful customer experience. Kapture CRM's omnichannel facilities help businesses increase customer retention rates along with an increase in customer satisfaction levels. Another added benefit of having an efficient omnichannel strategy is the improved customer data collection.

How to build lasting customer relationships -

• Enable feedback channels for customers and collect feedback regularly.

• Take customer complaints seriously and work on resolving the negative experiences of the customers.

• Build marketing strategies and sales strategies around customer suggestions and feedback. 

• Work towards making the customer experience a bit more personalized. 

• Work towards creating customer-centric business strategies.

• Provide round-the-clock customer service availability to customers.

To know more about how businesses can build a better customer experience using efficient Customer relationship management systems like Kapture CRM click here for a demo.

How To Increase The Quality Of Digital Customer Experience?

Digital customer experience broadly comprises the experience that customers gain by interacting online with your brand or organization. The overall experience consists of going through the company's website or mobile app, social media, customer feedback forms or any other digital medium. Digital customer experience can be overwhelming or unpleasant. It is completely on the brands what kind of experience they like to give to their customers. But which company would want to give unsatisfactory experience to its customers? The answer is “None”.

What Drives Companies Towards Digital Experience?

A study shows people are spending an insane amount of time online. Here are the statistics to analyze this fact.

• The number of Internet users, 4.57 billion, comprises about two-thirds of the global population (Mary Meeker)

• 28% of adults are online “almost constantly”, up 8 percentage points in the past 3 years (Mary Meeker)

• As of July 2020, adults spend 6.6 hours per day with digital media: 3.5 hours on mobile, 2.4 hours via desktop or laptop, 0.7 hours on other connected devices. (Mary Meeker)

• Daily time spent on mobile (209 minutes) surpassed TV (202 minutes) in 2020 (Hootsuite)

 

What Makes Companies Think Digital Experience As A Vital Component In Its Growth? 

• 86% of customers are willing to pay more for a better experience. (American Express)

• Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience, that's a 70% increase in revenue within 36 months! (Temkin Group)

Impact Of Bad Customer Experiences

• 1 in 3 consumers will walk away from a brand they love after just one bad experience.

• 54% of U.S. consumers say customer experience at most companies needs improvement.

• 65% of U.S. customers find a positive experience with a brand to be more influential than great advertising (Fullstory.com)

Significance Of Digital Experience With The Onset And Prevalence Of COVID-19

• 69% of digital experience professionals report that the digital customer experience has become more important to their customers because of COVID-19 (FullStory)

• 65% of digital experience professionals report that the digital customer experience has become more important to their organization because of COVID-19 (FullStory)

• 70% of people report spending more time with mobile decides due to COVID-19, while 47% of people report spending more time on a laptop (Hootsuite)

Ways To Improve The Effectiveness Of Your Digital Customer Experience

1. Adopt A CRM That Facilitates Seamless Digital Customer Experience

• A CRM system contains complete information about the customers and how they interact with your business.

• It enables customers to share their opinions and information about products through various communication channels, such as social media. 

• Kapture CRM is an example of an exemplary CRM platform for all your customer support needs that integrates your contact centre, service centre and field force on one comprehensive platform.

• Kapture CRM’s machine learning-enabled tools are designed to add intelligence to your customer support.

2. Make Use Of The Power Of Artificial Intelligence (AI)

• Artificial Intelligence has changed the way customer services are provided to the customers. 

• AI plays an important role in giving a smoother and automated experience to the customers. 

• Take chatbot as an example that allows customers to self-serve on different queries and provide a seamless experience to the customer. 

• AI Chatbot can be trained in different ways to understand the customer during a chat conversation or a phone call. 

• A chatbot can route the customer to an agent that can give more insights into what the customer is looking for. It is one of the ways to revamp your digital customer experience.

3. Gift Yourself An Omnichannel Platform For Better Digital Customer Experience

One of the ways to improve digital customer service is centralising all of the available digital channels into an omnichannel CRM platform. 

• When you are able to receive interactions of the customers from different channels then you are going to have a better understanding of the queries customers have. 

• It also ensures the fastest resolution possible to all the queries from different channels. It provides a better collection of data, smoother channel switching and better personalisation of contacts.

4. Provide 24/7 Digital Customer Experience Using Different Self-Service Options:

• Self-service options like chatbots and self-serve can be used to provide uninterrupted support to the customers even when your support team is busy or not available.

• Self-service can help businesses by speeding up response time and answering up to 80% FAQs. 

Did You Know?

• Businesses can reduce customer service costs by up to 30% by implementing conversational solutions like virtual agents and chatbots. (Chatbots Magazine)

• 67% of customers worldwide used a chatbot for customer service in the past year. (IBM)

5. Make The Best Possible Use Of Your Customer Journey

For enhancing customer experience, optimizing the customer experience is very important.

• McKinsey’s research suggests that customer journeys are significantly more strongly correlated with business outcomes than are touchpoints.

• Create personas and go through customer’s journey across different channels to exclude the negative touchpoints or pain points. Map the whole journey of the customer to clearly understand the end-to-end experiences with consumers. This will help identify the gaps or improvement areas.

6. Prioritize Customer’s Feedback To Enhance The Customer Experience

Build a successful digital customer service strategy by listening to all sources of feedback to prioritise opportunities that will have the highest impact on the customer experience. 

• Gather feedback of the customers using FAQs, customer feedback tools, customer research or self-serve etc.

Above were some of the tips to enhance the digital customer experience. As businesses are becoming more tech-savvy, so are their customers as well, therefore, it is very important to keep customer’s priorities in mind, understand their behaviour and personalize their experiences by providing ways such as omnichannel customer interactions and self-service to enlarge digital customer experience.

Self Serve: The Future Of Customer Support Automation

 According to Gartner, in order to handle the digital information and activities, customers-similar to organisations-will increasingly turn to self-service automation moving forward. Customer self-service automation is the keyword that is well known among the firms as self-service is becoming the norm as customers are increasingly expecting an effortless experience at scale.

Market trends In Self Service

• Today, 67% of customers prefer self-service over speaking to a company representative (Source: Zendesk). 

• According to Gartner, by 2030 a billion service tickets will be raised automatically by customer-owned bots (Source: Gartner). 

What Makes The Firms To Opt For A Self-Service?

• According to Esteban Kolsky, 72% of customers will share a positive experience with 6 or more people. On the other hand, if a customer is not happy, 13% of them will share their experience with 15 or even more. 

• In their CX report, PwC surveyed 15,000 consumers and found that 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions (Source: SuperOffice.com). 

What Is A Serve-Service?

It is a software platform that delivers highly personalized customer service by assisting the customers without the involvement of a customer support representative. It helps the customer in availing the information they have asked for, quickly solving their queries, and performing other online tasks.  

Which Industries Can Benefit From It?

• IT Sector

• Retail

• Insurance

• Banking 

• Travel & Hospitality

Why Is Self-Service Software Important?

Organizations are expected to deliver the best customer service without spending much on the contact centres. In this scenario, a self-service software fits in quite well as it reduces the resource cost and accelerates the response time thus saving associates time for other important tasks. There is no need to depend on the sales team or the services team to respond to the customers. The only point to keep in mind is an ideal self-service that has an easy interface to use and is quite handy.

Types Of Self-Serve

1. Chatbot:

• It is a computer program that uses Natural Language Processing and Artificial Intelligence to interact with customers. 

• In simple words, it is the most advanced and promising expression of the interaction between humans and machines.

2. Mobile Help Apps

• These apps are handy as they are available on the phone and enables the customers to make service appointments with executives or interact with them by asking questions. 

3. Interactive Voice Response (IVR)

• It is one of the oldest forms of customer self-service options available.

• It acts like front-line customer service, connects customers with the help options that suit their needs best.

4. Web Portals:

•  (i)   FAQs: It uses the Knowledge Management System that stores the database of an organization to answer the needs and common questions of the customer base.

• (ii)  How-to articles: It has helpful information that gives a complete overview of the products to the customers. 

• (iii) Interactive forms like Self-checkouts: To accomplish the tasks and provide product information.

Benefits Of Customer Self-Service

Time To Enjoy Repeated Queries

• Include a Customer Support portal and link the relevant pages containing the answers to the questions to deal with repetitive queries. 

• This portal allows the customer to choose from a list of issues and provide an answer according to their question.  

Let the Customer Be The King

• Customer is his own boss while using a self-service as the self-service allows customers to take charge of the activities performed under self-serve. 

• A customer can make changes on their existing orders and get updated on the same. 

• A customer has the freedom to modify the delivery slot, address, etc. 

• A customer can cancel an order and get notified about the automatically updated ticket.

Keep The Customers Updated

• The latest news,  new features, tariff, plans and other details about your product or services can be given on a platter to the customers. 

Reduces Customer Service Costs 

• Customer-self service automation automates the responses to every query of the customer thus there is not much need to hire a customer service executive as the tickets will be resolved by the self-service itself. 

Improve Agent Productivity

• When an agent has fewer tickets to solve and repeated queries being handled by the self-service then he ought to utilize that time to give better customer care to every customer. He gets more time to solve other high priority queries thus his productivity is increased. 

Future Of Self Service

• According to Gartner, organisations are turning to naturalistic engagement methods, such as voice and other AI-enabled technologies, to give customers what they want and achieve higher operational efficiency. 

• In fact, 91% of organisations are planning to deploy AI within the next three years. 

• And, by 2030, a billion service tickets will be raised automatically by customer-owned bots.

How Do You Avail A Self-Service By Your Own?

The self-service application can be executed on a firm's website, through the mobile app or other third-party applications. Customers of Kapture CRM availing self-service get quick solutions for issues. It lets them specify their problem and place a service request. Auto-responses for queries based on keywords are sent and customers are directed to the relevant department at once. Customers do not wait too long for an answer anymore.