Delivering excellent CX is an integral part of building and maintaining a trusted brand and retaining loyal customers. If your customers know they can rely on the service you give, then they are more likely to return again and again. But with customer expectations getting higher all the time, meeting those expectations is only going to get harder.
Managing Siloed Data
Leveraging customer data and serving context to agents as needed across multiple channels is crucial to meeting these demanding expectations and overcoming the challenges inherent in siloed data and systems. Whilst 75% of leaders say their goal is to make customer service feel more conversational and less transactional, and 59% of consumers believe businesses should use the data they collect about them to personalise their experiences, most organisations are unsure how to or unable to currently put the data at their disposal to use.
Organisations are struggling to deliver these contextual experiences, with 67% of CX leaders claiming the efforts they see to use customer data are reactive and disorganised due to organisational information silos.
These struggles do not go unnoticed - 60% of consumers report interacting with agents who have little or no context, leading to customers having to repeat themselves and ultimately, damaging the experience. When these support experiences also derail consumers’ current tasks and are unable to accommodate asynchronous contact (stopping a conversation and resuming later with an informed agent), organisations are missing vital opportunities to meet (and exceed) expectations.
The Cost of Disjointed Service
A lack of truly personalised, contextual service has a real cost – businesses lose $75 billion annually to revenue churn as a direct result of poor service.
Zendesk’s 2023 CX Trends report indicates that there is a significant bottom-line benefit to organisations who can get this right; as 77% of business leaders recognise, deeper personalisation leads to increased customer retention – and two thirds believe it lowers acquisition costs. 70% of consumers purchase more from companies that can offer seamless, conversational experiences. Similarly, 64% report spending more when issues can be resolved where they already are.
So what can CX leaders do to deliver more contextual service?
Give your agents the tools to provide seamless, personalised, and conversational service across multiple channels. Ensuring data isn’t siloed to certain teams is a good place to start and will help to stop those instances where a lack of context or visibility derails an interaction. Unifying the applications agents use into a “single pane of glass” / unified agent desktop will help to minimise time spent navigating between applications and can ensure relevant information contained with CRM records, billing information and other important context is available at an agent’s fingertips.
At Route 101 we have the tools you need to deliver exceptional service to your customers. If you would like to find out more about how we can help you to unlock siloed information and deliver a seamless customer experience across your service channels then get in touch or book a discovery call.
