The customer communications insights

Improving customer loyalty is the number one target of the customer service, since the beginning of it. But since the customer satisfaction depends on it, you need to level up your customer communications.

Most of the time, customer agents are too busy dealing with problems and complaints and they discard the possibility of proactive customer care – it is the ability to reach out to customers before they can become a frustrated caller. By addressing things pro-actively, businesses can ensure customer loyalty while diffusing potentially frustrating situations and effectively relocating staff and time.

1. The interaction – good businesses realize that even with the initial purchase the customer loyalty can be strengthened. So, the first step is to make it easy for the customer to make business with you. And because customers generally value their time and nerves, the faster and easier the interactions with you, the more loyal they will be towards your company.

Every business has the chance to distinguish itself from the competition with every phase of the customer life-cycle, by providing their customers with exceptional customer care that anticipates their needs and streamlines the information. Although, most companies understand the concept of personalized interactions, some of them can’t implement such practice.

The problem is, in 90% of the time, customers initiate the contact with the customer centers. They make the call and turn it into a routine. And routines are not good because it’s repeatable. The more the customer contacts your customer care center, the more frustrated he gets, which can lead to a significant decrease in the loyalty.

So, the solution of this problem is to find a way to keep the communication with the clients, while reducing the inbound calls overall;

 

2. Information delivery – tailoring your customer programs in a way to fit the individual customer’s preferences can help you deliver relevant information to the right person. Along with traditional ways of communication (phone and fax), modern technology supplies customers with additional useful tools (email, SMS, social media) that create new ways for clients to find relevant business information. Technology also provides businesses with additional ways to personalize this information, thus the interactions.

By providing different options for the customers to personalize the information they need from you, they can find solutions to their problems and the needed information by themselves, which makes the repetitive calls to the call center unnecessary.

Pro-actively pushing the information to the customer the way they want it and like it can crunch the total inbound calls amount and the frustration from them;

 

3. Your information – giving the customer what they want is how you generate customer loyalty. With customer control options that vary from what type of information they want to receive, when and how you make your customers more loyal. Here are some examples for proactive customer communication:

–          Telecommunication companies notify customers when they approach their calls limit, when they are new, when their new plan kicks, when there will be power outages etc.;

–           Financial companies help their customers keep up with their balance, credits or loan status. They signal when the client approaches spending limits or when suspicious activity occurs;

–          Utilities notify customers of overdue account balances, impending outages or rate changes;

Call centers are undergoing a conception transformation. By providing the customers with relevant information on their own terms, you increase the customer loyalty, thus getting more and more competitive. And if you have problems with integrating proactive customer care in your business – contact us and we will help you.