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Text messages: Customers prefer text messages for quick replies and reminders, like appointments and scheduling.

And for those of us who like a paper trail to refer back to, these channels offer a written record of the conversation.

Email and live chat: Customers shoot an email or hop on a chat when their issue or questions isn’t time-sensitive.

You should be showing up to the conversation too. With more than half the world’s population using some form of social media in 2020 (anywhere from 1.5 to 3.5 hours per day), it’s a channel your customer base is likely engaging with.

Social posts, comments and messengers: our customers know that using a little social pressure can work to their advantage, getting them a faster response, and potentially, a more speedy resolution.

in your contact center, to a live chat with your product support team online to a customer prospecting or account maintenance interaction via email with a business development manager or an account manager.Įven more, there are so many influencing factors that lead customers to choose a specific channel to communicate with companies: From a customer service interaction over the phone with a customer care rep. all the micro-interactions they have with your company across every channel, department and team) touches many parts of your business. How do you deliver on what you say you’ll deliver with the least possible effort for your customer?Īnd a customer’s journey (a.k.a. Add in the tools your front-line staff use to respond (customer support ticketing systems and entire enterprise CRM solutions for the contact center), and you’ve got plenty of touchpoints where a customer interaction can potentially occur.

Today’s customers are engaging everywhere: from social media and open text messengers to live chatbots, email and SMS. What used to be just a visit to your brick-and-mortar or a phone call from a customer has evolved into a multitude of methods to interact with customers across a variety of virtual channels. Table of contents:Ĭhapter 1: What is a customer interaction?Ĭhapter 2: What makes an interaction “effortless”?Ĭhapter 3: Typical components of an effortless customer interactionĬhapter 4: The quickest ways companies can reduce customer effort in their customer interactionsĬhapter 5: Automate effort scoring and close the customer feedback loop to make every customer interaction effortlessĬustomer interactions come in many shapes and sizes these days - from the long and often drawn-out phone call to the quick chat message that you key in with all of your thumbs from your mobile phone on the way to pick up your kids from school finally (of course, never texting while driving!). We invite you to grab a cup of coffee or your favorite loose-leaf tea, find a comfy seat and get ready to anatomize with us, if you will, an effortless customer interaction. You don’t want to be leaving your customers’ needs and experiences behind while you rush off to meet sales quotas or try zigging instead of zagging your product or service in an unstable market climate. We’re seven months into a global pandemic that’s not going anywhere anytime soon. Their findings confirm that a whopping “ 78% of surveyed consumers indicated that a single contact center interaction permanently changed how they felt about a brand.” In a recent study our partner, Qualtrics, poured through thousands of customer journeys focused on understanding contact center customer experiences through the lense of 2,000 customer perspectives and 100 contact center agent perspectives. How they felt about a brand.” Qualtrics CX study: Disrupting the 2020 Contact Center That a single customer service interaction permanently changed

How did it go? Did you leave off on sound footing where you came to a natural closing or resolution? Or, did it leave a bad taste in your customer’s mouth - and an unfortunate lasting impression for your brand? One single, solitary phone call, chat message or customer support email can mean the difference between your customer’s positive perception of your brand and experience and their frustration with it, and eventual churn.Įspecially the last part of that interaction. One customer interaction can undermine an entire customer experience.