A lot of work goes into portraying your business in the exact way that you would like it to be perceived. You must build a brand that is instantly recognisable and appealing to your target audience. However, this isn’t just about logos and slogans. The most significant way to shape public opinion is to enhance the customer experience. This cannot be achieved without a level of understanding for your customers’ needs, wants and expectations. Here’s how Odigo services are improving customer experience in the UK:
One of the main ways to improve customer experience is to provide a contact centre of high quality service. When you face a problem as a customer, it can get very frustrating when solving an issue becomes difficult or complicated. As human beings, all we truly want is to feel understood. It’s vital that customer service representatives take customers seriously and commit to solving queries and problems as quickly and seamlessly as possible. Odigo offers an excellent contact centre service to ensure that your customers feel satisfied. With both standard and premium services to choose from, you can opt for whatever fits your business’ needs and budget. Fast resolution and expert knowledge is the least your customers deserve for a quality service.
But this isn’t all that Odigo has to offer. The way they utilise technology further enhances the customer experience when it comes to questions, queries and incidents. The option for an AI-powered omnichannel bot provides added efficiency to your call centre services. Although alternatively some customers may prefer to interact with a person, a bot is still a worthy addition to the customer experience. With advanced comprehension, increased personalisation and 24/7 access, some customers will not need to speak to a member of staff since an all-in-one chatbot, callbot and voicebot can quickly assist with questions and queries.
Another important aspect of having excellent customer service is making your customers feel connected to your business when it comes to an incident. If an issue cannot be resolved as quickly as usual, it should feel like an ongoing case as opposed to starting from scratch with each point of contact. Odigo achieves this in a number of ways, such as a callback option. This allows customers the choice to receive a callback from the contact centre at a time that suits them to continue and follow up with investigations and issues. This eases the frustration of being stuck on hold and waiting in potentially long queues to speak to someone on the phone. Consequently, this lowers abandonment rates and maximises agent productivity.
Odigo also offers 360-degree customer views to allow agents to identify where a customer is in their journey, providing more efficient and proactive service as agents can come to conclusions and resolutions much faster.
Ultimately, a great customer experience is based on a number of factors. Customer service must be simple to access and use to avoid alienating your customers. It should also make the customer feel like their query or issue is being actively dealt with and that their concerns and questions are being listened to and answered. Head over to Odigo to find out more about how you can enhance your business’ customer experience today.