How Kustomer Helps Build Meaningful Customer Relationships for Today’s Leading Brands

How Kustomer Helps Build Meaningful Customer Relationships for Today’s Leading Brands TW

If the past year has taught the CX world anything, it’s that building and maintaining customer relationships is the key to survival during tough times. In fact, according to recent Kustomer research, empathetic customer service was the most valued customer service attribute during the global pandemic. Unfortunately, many companies are still relying on ticketing systems like Zendesk, where each new interaction is treated as a separate event handled by different people across a variety of siloed platforms. This old model of customer service makes it nearly impossible to personalize a customer’s experience and treat them as a valued individual, with thoughts, feelings and feedback.

A platform that brings all the data about a customer into one place helps customer service agents understand the context of a customer’s conversations and enables them to deliver more empathetic, proactive and relevant service, leading to lifelong customer relationships. Before switching from Zendesk to Kustomer, Amy Coleman, Director of CX at Lulus.com, felt the humanity of customer service was being lost.

To create these meaningful relationships, companies need to adopt technology that allows them to see customer history, issues and behavior in context, no matter the platform. By leveraging automation for tedious and analytical tasks, customer service agents can provide customers with prompt and personal customer service at scale.

Eric Choi, Community Support Manager at Zwift, made the switch to Kustomer because his team was looking for a platform that was more human, and allowed them to interact with their members in a more organic way.

How Kustomer Helps Build Meaningful Customer Relationships for Today’s Leading Brands Inline

An effective CRM should allow you to fully understand the relationship that your business has with each and every customer, and leverage data in order to do that. Legacy CRMs were built to manage cases, not customers. And you shouldn’t have to pay more for operational solutions AND modern communication tools in order to provide effective, personal support. Before making the switch to Kustomer, Lulus didn’t have any data because their platforms weren’t talking to each other, and that was a big issue.

One thing is clear across the board: consumers expect retailers to know how they’ve interacted in the past, what issues they’ve encountered, and they want organizations to actively make amends. And with the right technology in place, delivering on consumer expectations and building lifelong relationships is within reach. A modern customer service CRM should be designed to connect seamlessly with your other data sources and business intelligence tools, while taking the place of your support platform, contact center routing software, and process management solution.

It’s time to say goodbye to ticket management, complex searches, and legacy CRMs that frustrate customers and agents. Wow your customers with effortless, personal conversations across all channels. Learn more about how making the switch to Kustomer can be a game changer for your business here.
 

How to Deliver on Consumer Expectations

The Top Customer Service Qualities Your Customers Expect TW

Optimal customer service is a must for companies that want a stellar reputation that keeps business flowing. In fact, according to our own research, 79% of consumers say customer service is extremely important when deciding where to shop, so delivering on consumer expectations has never been more important. Retailers need to tailor the way they interact with consumers in a way that exceeds their expectations in an effort to not only maintain their business, but also to gain customer loyalty. It’s not just about delivering on consumer expectations ⁠— it’s about exceeding their anticipated desires to drive loyalty.

Focusing on opportunities that go above and beyond, personalizing interactions and providing services that ensure a competitive advantage are imperative to surviving and thriving as a business today.

Let’s take a closer look at some of the most common new and existing consumer expectations, the importance of meeting these desired outcomes and how your brand can properly deliver on exceptional customer service and engagement:

What Do Customers Expect From Customer Service?

When it comes to creating the optimal customer experience, brands know how important it is to embrace technology. The digital age has made it easier than ever to connect with customers via outlets like social media, solve issues in a timely fashion, and build brand loyalty and awareness. Taking advantage of technology to address, manage and resolve traditional problems is essential for businesses that want to thrive in 2020 and beyond.

“It’s clear that the digital age has transformed what the modern day consumer expects from retailers,” Brad Birnbaum, CEO of Kustomer, explained. “The younger generation not only wants instant resolution to their problems, they also demand personalized interactions and availability across all channels. Retailers must put a customer service strategy in place, and leverage the right tools, to deliver on these expectations.”

According to data gathered from The Customer Service Situation, a 2019 customer satisfaction survey conducted by OnePoll for Kustomer, there are opportunities for brands to bounce back from a mistake, but not all consumers are willing to give businesses more than a few chances. In fact, our research shows that the average customer gives a retailer three mistakes before he or she decides to return to the business or never make a purchase with them again. This information may show that customers are willing to give brands the benefit of the doubt, but additional majority data might say otherwise ⁠— 80% of shoppers agreed they wouldn’t continue business with a retailer if they had a bad customer service experience.

So what should companies focus on when it comes to providing optimal customer service? Be attentive to quality control and making as few mistakes as possible to retain customers and gain their loyalty.

In our Customer Expectations During the Holiday Season man-on-the-street video, consumers said that if they had a bad customer service experience, they would return their product and go somewhere else. Another said she would call the bank and dispute the charge, while another customer admitted to the willingness to go elsewhere and shop outside of his budget knowing that it’ll be a worthy exchange because he’s going to get optimal customer service. This ties right back into our survey, where 59% of customers agreed they’d be willing to pay more money if it meant better customer service.

Timeliness is also a must. Our survey found that customers tend to get annoyed with customer service agents if they’re placed on hold for more than 3.5 minutes, which means representatives need to have solutions ready as soon as possible.

Consistency in great service is a major expectation for consumers. Failure to do so could result in permanently lost business — according to the survey, the average consumer admits to swearing off at least four businesses after having bad customer service experiences.

What Does It Take to Deliver Exceptional Customer Engagement?

Creating a personalized customer experience is essential for businesses to flourish in today’s fast-paced world. As covered in a previous blog The Importance of Empathy, Compassion and a Truly Human Customer Experience, simple moments of kindness in customer service, like a laugh over the phone, a smiley face emoji via chat or an e-mail that asks how the customer is doing, can facilitate a positive reputation for any brand and can be one of its greatest assets, especially today.

In another one of our man-on-the-street videos, Personalization in Customer Service, consumers shared that they expect a certain level of personalization from a customer service agent, especially when personal information is provided during the initial conversation. When you don’t have to reiterate your issues over multiple instances with an agent, the interaction between the customer and agent becomes more worthwhile.

In essence, delivering on consumer expectations is all about understanding what the consumer wants and creating personalized customer service experiences based on those needs. A mixture of automation and human interaction allows you to meet said expectations while providing quality assistance that leads customers back to your business.

For more information on personalization in customer service, download Kustomer’s how-to guide, Customer Personalization: 3 Ways to Deliver Personalized Support and Earn Lifelong Brand Loyalty or request a demo to learn more about upgrading your customer service software today.
 

You Must Know Consumer Expectations to Deliver on Their Demands. We’ve Got the Data.

You Must Know Consumer Expectations to Deliver on Their Demands. We’ve Got the Data. TW

Every consumer has a different expectation as to how they believe they should be treated by organizations they do business with. Perhaps I wouldn’t hesitate to ask for a full refund and an apology when I feel I’ve been wronged, whereas you wouldn’t be caught dead being so demanding.

But while we all have our minute differences, it is also true that consumer expectations generally shift with the times, and have clear generational differences. This past year has brought a significant amount of changes, and businesses may feel more in the dark about what their consumers are demanding. We wanted to pull back that curtain.

Kustomer surveyed over 550 US-based consumers to better understand what they expect from the customer experience, where organizations are falling short, and how expectations have shifted across generations. According to our research, 79% of consumers say customer service is extremely important when deciding where to shop, and many consumers are more picky with where they spend their money than ever before. Read on for the findings from our research, and for strategies to deliver on consumers’ growing demands. You can download the full report here.

We Must Treat Customers as Humans

If 2020 has taught us anything, it is that empathy is of the utmost importance when dealing with customers. As the world has drastically changed, and individuals feel more stress and anxiety than ever before, the potential to brighten someone’s day with a simple support interaction is hugely impactful.

According to our survey, 69% of consumers expect an organization to prioritize their problem if they are upset. Through a combination of sentiment analysis and intelligent routing, your customer service platform should be able to move upset or loyal customers to the front of the line and immediately get them help from the most appropriate agent.

Additionally, 53% of consumers expect a business to know about them and personalize how they interact. To create these meaningful relationships, companies need to adopt technology that allows them to see customer history, issues and behavior in context, no matter the platform. According to Amy Coleman, Director of CX at Lulus.com, the humanity of customer service is often lost in call center environments. “I think that one of the downfalls to old school ticketing systems is that it’s no longer about people. It almost becomes like data entry for those agents that are working on the same thing. It’s how many tickets there are,” said Coleman. “We were never thinking of it in terms of the human beings that are on the receiving end. And I think that’s what Kustomer has really done for us, it’s allowed us to spend the time with the human beings that are on the other line and spend more time developing our team.”

One thing is clear across the board: consumers expect retailers to know how they’ve interacted in the past, what issues they’ve encountered, and they want organizations to actively make amends. A whopping 76% of consumers expect companies to proactively follow-up and reach out to them if there is a problem. Whether it is a winter storm delaying a shipment, a new safety policy, or a fulfillment issue, proactive outreach is not only a nice benefit, it is now an expectation. Proactive communication can provide even more value when you use it for actions like reengaging unhappy or complacent customers, and building brand loyalty with targeted offers. Make sure your platform can power bulk messaging, targeting specific customer segments based on your unique data, like orders, location, or CSAT. In no time your customer service team will turn from a cost center into a profit center.

The Need for Speed in CX

We’ve all been there. Too much to do, too little time. This turn of phrase is even more pertinent for customer service organizations. Delivering real-time service is inherently difficult without endless resources, especially during peak shopping periods. But it is truly what your customers expect.

Seventy-one percent of consumers believe their problem should be solved immediately upon contacting customer service, but 52% report that they’ve experienced hold times longer than fifteen minutes. That’s a massive amount of consumers whose expectations are not being met.

Luckily, thanks to automation and artificial intelligence (AI), businesses now have the opportunity to provide more self-service options, freeing up agent time for complex and proactive support. In fact, 53% of consumers prefer self-service over talking to a company representative, meaning AI-powered experiences fulfill their needs. Tools like chatbots are growing in popularity with both businesses and consumers, with 53% of consumers saying that chatbots improve the customer experience. They can be used to collect initial information, answer simple questions, and direct customers to a help center if human intervention is not needed.

These tools save time for both the customer and agent, and increase the time spent on the actual issue rather than information gathering and low level support. Additionally, 42% of consumers reported that they would be willing to buy a product or service from a chatbot. This transforms AI-powered chatbots from a deflection tool into a revenue generator, with the ability to suggest similar products, or answer questions consumers need clarification on before buying.

To read the full report, including industry and demographic data, click here.

 

How to Bring an Intelligent Customer Experience to Your Organization

How to Bring an Intelligent Customer Experience to Your Organization TW

I was beyond excited. I had the perfect gift for my wife for our anniversary planned out. After doing some initial research I had an ad pop up on my Instagram feed that provided exactly what I wanted — a personalized canvas with our wedding song on it. I pictured my wife opening up the package on the day of our anniversary and being overcome with emotion. I was sure that I had “husband of the year” in the bag. Unfortunately, it didn’t work out as I had planned.

The order process for this personalized canvas was very straightforward. I specified how I wanted the canvas to look and provided the exact wording, the canvas size, and the design. It was three weeks until our anniversary so I believed I had plenty of time. I put in the order and they sent me an email that said it would take them 1-2 days to provide me a proof and then 1-2 days to complete the canvas before shipping it. It was exactly what I saw on their website before I ordered. I knew I was cutting things a little tight but wasn’t worried. After four business days, I approved the proof they sent me, I kept waiting to get the confirmation that my order was shipped. After four more days I emailed them on a Friday asking where my order was. I started to freak out as I was down to a week before our anniversary.

I finally heard back from them on the following Monday (as they don’t work on the weekends): “We are a little backed up on our orders. We had more orders come in that we weren’t prepared for “. While they were extremely apologetic in their response they were putting my “husband of the year” award in jeopardy. Two days later I emailed them again asking when my order would be shipped. They responded quickly that it would be shipped the next day and to my relief, it was. It’s too bad that it was shipped on the same day as our anniversary. My wife is very understanding and wasn’t upset. I was disappointed though as this whole situation could have been avoided. Organizations need to consider how they can be more proactive in their approach to the customer experience so they don’t let down their customers and create lifelong customers. This is at the core of becoming an intelligent customer experience (CX) organization.

What Is an Intelligent Customer Experience?

Intelligent CX involves leveraging the technology and data that exists today to create a better overall customer experience. This includes sharing data between the different teams such as marketing and customer service, creating new roles to act on the data, and leveraging new technology such as AI.

Eliminating the Silos

Too often, organizations suffer from a lack of communication between different functions such as marketing, customer service, sales, and manufacturing. The loser in all of this is the customer, and ultimately the business, as companies will lose potential revenue and customers.

Intelligent CX organizations have more open communication and data transparency which creates a more fluid transition between the discovery and buying customer journey stages. As an example, the manufacturing team at the customized canvas company should have informed the marketing and support teams that orders would be delayed. They then should have updated their website and order emails so I would be aware of any delays and sent proactive communication of these delays while I anxiously waited for updates. Instead, I was the one that had to reach out to their customer service team a few times for updates. The friction points that existed in my customer journey could have been avoided by breaking down the silos within this organization.

Use Data to Provide a Differentiated Experience

The second component of an intelligent CX organization is leveraging the data you have about the customer to provide a better customer experience. This was the first canvas that I was purchasing from this company, yet there didn’t seem to be an acknowledgment of that. I felt like any of their other customers. If this data was appropriately used they could have:

  • Proactively reached out when they realized that my order was going to be delayed
  • Routed my issue immediately to the next available agent
  • Provided me with an exclusive and personalized offer as a first-time buyer to help drive repeat business.

We’re seeing organizations with an intelligent CX mindset collect more data at each touchpoint. They are also creating new roles that combine CX and analytics to help deliver on an organizations’ CX vision.

Embedding Artificial Intelligence

The last component of an intelligent CX organization is applying AI to inject automation and machine learning into the customer experience. AI takes advantage of the data that you have and helps organizations act on it in ways that could never be done before. This not only generates additional revenue but can result in significant cost savings.

During the purchase of my customized canvas, AI powered technology could have detected a delay in the processing of my order and proactively sent me an email without having to reach out to the customer service team. Another example is having an AI-powered chatbot on their website that could have provided me with an updated status so I didn’t need to wait until Monday to receive a response. These examples are just a small slice of what AI can do. Smoothing out these areas of the customer journey by leveraging an intelligent CX mindset is what transforms a good customer experience into a great one.

The Time for Intelligent CX Is Now

We need to go beyond providing a great customer experience — customers are expecting more. Intelligent CX organizations break down the silos that exist between different departments, they collect more data and better leverage existing data, and they embed AI into their CX processes. This ultimately creates an extraordinary, frictionless experience for your customers that will result in brand loyalty and ultimately drive a more profitable business.

PS: While it was late, the canvas has a special place in our home and reminds my wife and me of our wonderful wedding.

How to Bring an Intelligent Customer Experience to Your Organization Inline

 

What is Personalized Customer Service?

woman on iphone with laptop

In a world that’s so heavily focused on utilizing digital technology and social media to create convenient experiences for consumers, making your customer service communication lines as simple, seamless and tailored as possible to specific members of your audience is a must. A personalized customer service strategy is just one way to make a measurable impression on consumers. In fact, according to an ROI of Customer Experience report by Qualtrics, 77% of customers agree that they’re more likely to recommend a brand to someone after having just one positive experience with the company.

But how can you make each customer service encounter a customized one? What is personalized customer service, and how can you deliver personalized customer care that’s beneficial both to your customers and your business? Let’s take a closer look at the advantages of this customized solution and how Kustomer can make it happen for your business.

Diving Deeper: What Exactly Is Personalized Customer Service?

In a recent article, we highlighted personalized customer service and how it works well with an omnichannel approach. Artificial Intelligence magazine defined personalized customer service as the assistance provided by a customer service agent that is tailored to each individual customer, based on their specific wants and needs.

But this approach doesn’t simply bring in more business by chance. There’s a psychology behind personalized customer service. Research shows that customers are keen on personalization, as it helps them remain in control in customer service conversations, reduces feelings of stress and defeat, and helps them feel more empowered as a customer. With more than 50% of customers admitting that they’ve had to re-explain issues to customer service agents in the past, this can have a major impact on business, enabling customers to feel an instant disconnect that leads to distrust and uncertainty with the brand.

What Are the Major Benefits of Providing Personalized Customer Service?

When it comes to customer relationship management, weaving personalized customer service into your strategy is a must for many reasons. In fact, it’s not only beneficial to the well-being of your customers, who could potentially become returning customers, but also to the bottom line of your business. Let’s take a closer look at some of the advantages of personalized customer service on both ends of the spectrum:

For the Consumer

From adding more depth to initial conversations to increasing trust and satisfaction with a brand, personalized customer service can change the way customers look at your business.

  • More meaningful conversations. When customers enter a conversation with an agent, they want to get as much out of the conversation as they can. Agents who are willing to take a dive deep into the issue and curate a resolution that’s specific to the problem at hand provide an unparalleled experience for customers that can have a major impact on their impression of your brand.
  • Enhanced trust in a company. It’s very natural to want to spend more time with someone you trust and can confide in. The same idea can be used in a customer service encounter between an agent and a customer. As perfectly stated by HubSpot, “loyalty is rooted in trust, and customers can trust real-life humans more than the ideas and values of a brand.” When customer service agents take the time to analyze a personal customer issue, it shows an element of caring and understanding that fuels trust and compassion from the other end.
  • Improved overall satisfaction with service. Customers expect quick, reliable service when they reach out to your agents. HubSpot found that 90% of customers say an immediate response from customer service agents is important or very important when they bring a question to the table. What qualifies as an “immediate” response? Research shows that customers want to be answered in 10 minutes or less.

For Your Company
Brands can see a major return on investment when they incorporate personalized customer service into their strategy.

  • Consistent business. When it comes to making a customer feel valued and appreciated, personalized customer service goes a long way. Pleasing a customer does more than put a smile on his or her face — it often leads to return business for you. Research by HubSpot found that 93% of customers are more likely to become repeat customers at a business that provides optimal customer service, and 90% agreed that they would at least be more likely to purchase more items from said company.
  • Increased customer loyalty. In our research, we’ve found that curating a personalized customer service experience over one that’s less customized could be the resolution to a disconnect; if a customer doesn’t feel heard in their conversation with one of your agents, they could be less likely to show brand loyalty and more likely to purchase products and services from a company that will, in fact, listen to what they have to say.
  • Better leverage to improve your current strategy. Because you’re creating more personalized experiences for your customers, you’re getting a better idea of not only what they expect out of that initial conversation, but what they anticipate to get out of your business as a whole. While you may be the expert of your business, the people who purchase your products or services are the same people who are fueling your company with revenue to keep the engine pumping and their opinions are invaluable.

How Kustomer Can Help You Deliver a Personalized Customer Service Strategy

Creating and delivering a top-notch customer service experience for consumers should be top of mind for your company. If your current strategy doesn’t seem to have the impact on your customers that you’d like, Kustomer can help.

Optimal customer service is more important than ever, and learning how to customize each and every interaction with customers is imperative to your success. Our on-demand webinar, Importance of Personalizing Your Customer Service, can teach you everything you need to know about achieving a personalized customer service strategy. We take a deep dive into why customers value personalization, challenges that may occur that can keep you from delivering this type of customer service, and real-life case studies that showcase how Kustomer has transformed strategies for clients in the past.

If you’re looking for a more straight-forward approach to successfully achieving personalized customer service, our How-to Guide: Customer Personalization, is a helpful tool. For more information on getting started, you can contact us directly
 

How Automated Online Customer Service Can Transform Online Banking as We Know It

credit card

Banking has changed drastically over the years. Today, you don’t have to drive to the bank and meet with a teller to make a withdrawal or move money from a checking to a savings account. Instead, you can use a secure app to take care of these menial tasks from the palm of your hand.

These features in online banking demonstrate just a few of the many ways customers feel satisfied by the convenience the digital world offers. Add automated customer service opportunities to online banking and it becomes even more advantageous — to both the customer and the business offering the service.

Let’s take a closer look at some of the benefits that come with adding automated online customer service options to online banking:

Seamless Communication Efforts

For most customers, instant communication provides immediate gratification. According to an Accenture Financial Services Banking Report, 49% of customers agreed that instant support is a key factor in building loyalty with a bank. Customers have always had the option to call into their banks to speak with a representative about an inquiry, but are oftentimes left on hold. With an instant online customer service option, customers can get the answers they need in real-time, whether from an agent, a chatbot or a knowledge base.

Preferred Way of Banking

Today, many consumers live in a fast-paced environment and expect as much convenience in their daily lives as they can get. According to PwC’s 2018 Digital Banking Consumer Survey “Mobile users set the agenda,” with 15% of customers preferring to utilize mobile banking and agreeing that most of their banking is done digitally.

Furthermore, a Gartner survey revealed that 44% of respondents choose their phones as the preferred device for resolving a problem with a company. Through customer service automation, banks can provide quick answers to customer questions on their preferred mobile channel, while saving valuable agent man hours for more challenging customer problems.

Personalization is Key

Automated customer service can make sure customers’ demand for speed aremet. One way to ensure this is by investing in a customer service CRM platform that understands the digital age as well as customer expectations. Kustomer, for example, has worked with companies to help them achieve efficient and effective customer service that enhances the overall customer experience. Using artificial intelligence and intelligent automation, Kustomer can transform online banking into an even more convenient option for consumers who want immediate service and total control of their personal finances on any channel they choose.

Interested in learning more about how Kustomer can provide automated customer service to the world of online banking? Reach out to us directly today for a demo.

To Deliver Personalized Customer Service, You Must First Become Truly Omnichannel

Finger on iPhone

Although many companies bill themselves as purveyors of exceptional, personalized customer service, the reality is markedly different. In fact, for most, a typical customer service experience can devolve to tropes often reserved for speed dating. Too frequently, customers find themselves having to reshare their name, history, and problem ad nauseum when communicating with a brand’s customer service team. And so, what should be a straightforward and personalized experience often becomes a fragmented, impersonal one.

The numbers paint a bleak landscape. According to the CCW Digital Market Study, 49% of organizations felt their biggest concern was a lack of 360-degree view of their customers—as a result, they couldn’t provide a unified experience across all channels. What’s more, insufficient data and disconnected systems make it a challenge for businesses to know enough about their customers to personalize the customer service experience.

Think about it: can you truly deliver on the promise of personalized customer service when that personalization happens inconsistently—or incompletely even? It stands to reason then that customer service cannot be truly personalized without also being truly omnichannel as well.

Let’s take a look at what defines personalized customer service, the benefits of personalization, how you can provide a more personalized customer service experience and the role omnichannel plays.

What is Personalized Customer Service?

Conversations connect people—they always have. And customer service agents must be encouraged and enabled to establish genuine connections with their customers. To do so effectively, they must also have adequate background information and context—on any client, on any platform, in any market, and at any moment. Silos will only inhibit them from delivering on customer expectations and forming a loyalty-building bond. They should understand who they’re servicing and how—and they should have that knowledge at a moment’s notice.

Artificial Intelligence magazine defines personalized customer service as the service provided by an agent that caters precisely to what the customer is looking for. This enables the consumer to gain a connection to your company and feel confident that you have a tailor-made solution that leaves them feeling satisfied after the interaction.

The Omnichannel Approach

In today’s hyper-connected world, you can’t simply think like the customer, you must communicate like them too, and be channel agnostic.
People today connect asynchronously. They have no allegiance to any platform or any one service. And their channel proliferation is happening at breakneck speed. One moment they can be @mentioning your brand on Twitter, while another they’ll be shooting over a screenshot of said @mention over text.

They communicate with friends and family in this manner, perhaps even with co-workers and superiors as well, and expect the same sort of nimble, contextualized, and convenient communication in other facets of their lives. And while they may have a channel of choice, companies must understand that said channel can change over time. Or, over the course of a week.

To put things further into perspective, today’s average consumer uses 10 separate channels to connect with companies. You heard that right—10. By giving customers an omnichannel approach, you increase the chances of reaching them and making it easier for them to reach you.

Benefits of Providing Personalized Customer Service

Delivering top-notch customer service is of the utmost importance. Doing so in a personalized manner, via the combination of human interaction and automation, can bring success to your business in more ways than one. Some of the benefits of providing personalized customer support include:

  • Repeat business
  • Enhanced customer loyalty
  • Increased customer satisfaction
  • More meaningful conversations that help you improve your strategy

Learn more about how personalizing the customer experience can enhance your business in our personalization how-to guide.

How to Personalize the Customer Experience

Quality customer service is an ambitious tactic. In fact, according to research from Dimension Data, 81% of organizations believe that customer service is a major competitive differentiator. By personalizing the customer experience, more companies can enhance the quality of service they are providing and get a leg up on the competition.

Achieving personalized customer service can be achieved in three important steps:

1. Get to Know Your Customer.
If your business utilizes a platform that has access to all customer information in a single view during the interaction, customer service agents have the context they need to provide personalized experiences This cohesion allows agents to deliver quality, personalized service, and the ability to solve a customer’s problem in a timely manner.

2. Always Meet Customers Where They Are.
When it comes to increasing customer satisfaction and solving issues simultaneously, companies need to incorporate an omnichannel approach. When customer service agents can meet customers wherever they are, whenever they need assistance and not lose context as customers switch channels, they’ll be able to solve issues quickly, efficiently and personally.

3. Use Artificial Intelligence to Your Advantage.
Companies that are ready and willing to thrive in the digital age understand the value that comes with automation. Using resources like chatbots allows technology to take care of the analytical and manual work, giving agents more time and flexibility to handle complex tasks and issues presented by customers. Not only does this free up human resources, but it also enables your customer service team to build stronger connections with customers, building strong customer loyalty.

How Kustomer Enables Omnichannel Customer Service

For too many brands, the need to keep up with the growing number of channels has meant adding solutions at the expense of the customer experience. This multichannel approach has created silos of customer service agents and information. Each channel is staffed with its own team and creates its own record of customer information that isn’t broadly shared among the rest of the customer service organization. For example, if a customer had interacted with an agent earlier on chat and now via email, the chat team and email team would have no record of each other’s conversations or the solutions they each offered, leading to potential agent collision.

Truly omnichannel platforms like Kustomer enable agents and customers to have a single-threaded discussion about a topic that spans all of the channels their customers may use. Agents and customers can seamlessly switch from one channel to the next as needed during a conversation while seamlessly progressing the discussion. And customers never have to repeat information because agents always have the context of every conversation through a comprehensive timeline of previous interactions, purchases, and customer data all in a single view, on a single platform. As a result, you can deliver truly personalized, omnichannel customer service even as the constellation of channels continues to grow.

To learn more about Kustomer’s omnichannel approach, get the Guide to Delivering True Omnichannel Support.
 

3 Reasons You Need Customer Sentiment Analysis

woman on phone sitting on steps

A common saying states that perception is reality. Regardless of its validity, perception is widely accepted, and it can have significant consequences on either an individual or an organization’s reputation and credibility.

Organizations face this every day: how to deliver the best possible product while also winning trust through superb service. Even a superior product can fall victim to upset customers — according to an Accenture Strategy Research Report, 47% of consumers admit they won’t even engage with a brand after being disappointed. Today’s complex, omnichannel environment makes these stakes even higher.

Analyzing sentiment and empowering agents with data allows them to go above and beyond, providing customers with an experience that promotes not only satisfaction, but also encourages loyalty.

What is Customer Sentiment Analysis?

KM World defines customer sentiment analysis as the processing of information to determine the opinion of a consumer. The time consumers take to ask questions, resolve issues, and share both positive and negative experiences can be used to help an organization evolve.

It’s important to understand that the way this information is gathered has changed drastically in the last two decades. What was once handled by either a letter or phone call to a company has now evolved into a multi-layered approach that can feel dizzying for an organization seeking to keep pace.

To deliver the most empathetic customer service experience, an organization must understand customer sentiment across all channels. Let’s take a closer look at sentiment scoring, what’s considered a positive sentiment and three solid reasons customer sentiment analysis is a must for your organization.

What is a Sentiment Score?

According to CallMiner, a sentiment score is the number used to gauge customers’ opinions of a company’s service and products. A positive sentiment score indicates exactly what it describes — customers are satisfied with their experience with the company’s offerings and will likely continue to go about business as usual — and as such, a negative score explains the opposite. Both types of sentiment scoring are important, as they can help a company understand where they need to improve and where they can continue following business protocol.

3 Reasons You Need Customer Sentiment Analysis

Sentiment analysis gives you an increasingly accurate temperature check on how your customers feel about your brand, your products and the service you provide. For agents to turn this data into insights, however, they must be able to easily access this type of customer information.

Here are three reasons why customer sentiment analysis is ideal for driving customer loyalty:

1. Customer Service Agents Become Advocates

Every time a customer reaches an agent, that agent should, at a minimum, be empowered with all the information needed to provide a seamless experience. From purchase information, shipping information, and return requests, to an accumulation of all internal communications that have occurred, agents should have all the customer details available to them in order to provide the best possible service. But this isn’t always possible without the right technology.

When armed with sentiment analysis, the agent is properly prepared to connect and empathize with the customer on the aspects of either the service or the product that felt frustrating. This type of communication serves to both personalize the experience while also helping to neutralize potentially difficult conversations.

To provide the modern experience customers expect, organizations can’t afford for their agents to have any information gaps. According to Calabrio, 60% of customer service agents feel that they don’t have the tools or technology needed to handle customer issues, and 34% cite a lack of pertinent customer data as their biggest problem. With the right resources in place, companies can properly identify negative and positive sentiment scores and translate the insights into providing an improved customer experience across the board.

2. It Has a Major Influence on the Future of Your Business

When it comes to both acquiring and retaining customers, brands must pursue the new rules of engagement. According to Social Media Today, 70% of consumers have admitted that they turned to the social media accounts of brands for customer service reasons on one occasion or more. Utilizing social media channels is one of the most advantageous moves a brand can make today.

Customer interactions, whether indicating negative or positive sentiment, can be used to benefit the company. This data can be used to get ahead of issues, inform internal product teams of concerns or problems and influence both new customers and loyal ones. Data can reveal how an individual consumer is feeling, and it can also reveal areas in your product or policies that need improvement.

3. Customer Experience Gaps Vanish (With Holistic Measurement)

Unfortunately, many organizations look at sentiment based on the channel: e-mail, phone, chatbot/live chat, social and others, and that means all the data collected is siloed. The result of siloed data needing to be measured and analyzed together is an analyst somewhere banging their heads against a wall trying to fit a square peg through a round hole.

In other words, siloed data can be analyzed together, but it will usually be inconsistent and incomplete, with gaps that don’t cover the holistic customer experience. When attempting to make sense of the entire customer journey from initial awareness through to repeat purchases, organizations must consider a holistic way of collecting the data to be analyzed more accurately. A customer service CRM platform, that unifies all data into a single view, can help businesses garner insights from cross-channel data.

How Kustomer can help

Understanding how your customers feel can be a useful tool for your business. The organization that achieves a comprehensive, holistic and actionable view of their customer, and leverages sentiment analysis to understand how customers are feeling, can create empathetic experiences that boost loyalty, retention and repeat sales.

Kustomer’s Sentiment Engine specifically achieves this. It’s driven by AWS Amazon Comprehend, and through natural language processing APIs, the Kustomer platform can analyze all incoming text from the customer, no matter the channel. You’ll always know how they feel, and be prepared to deliver exceptional service in customers’ greatest times of need.

If you’re ready to transform your organization’s customer service into one that drives loyalty in the modern age, click here for three ways to get started.

 

Shifting Omnichannel Support from Concept to Reality

The concept of omnichannel customer service has been watered down. It’s more than simply communicating with customers on every channel. True omnichannel support ensures seamless transitions and consistent experiences from one channel to the next. Companies providing true omnichannel support are collecting and harnessing the information gained in every interaction across channels to drive stronger, more meaningful customer relationships, increase revenue streams, and improve operational performance.

Implementing an omnichannel support strategy is a significant investment for any company. From a people perspective, it requires organizational and cultural shifts in how your company and its employees view the goals of customer service.

Customer service must move from a ticket-centric to a customer-centric model. This enables your customer service team to focus on goals, such as reducing customer effort, driving more first call resolutions, and building long-lasting customer relationships, rather than resolving tickets as fast as possible.

An omnichannel support strategy will create more effortless experiences on both sides that yield better outcomes for both customers and agents. It will ensure customers are provided meaningful support that places them in the driver’s seat, and agents will be given the proper context to progress every interaction forward.

From a technology perspective, an omnichannel strategy requires that you have a support solution that can integrate your communication channels and capture the free flow of conversations across channels, displaying the data in a single screen. A best-in-class solution should create a unified home for all of your customer data, regardless of the source, not just the data generated from customer conversations.

An omnichannel strategy backed by a true omnichannel solution will quickly facilitate the customer service that drives loyalty and keeps your customer base growing. To learn more about why customers expect an omnichannel approach, and how your company can benefit, download our guide.

Why the Kustomer experience matters to Abercrombie & Fitch Co

For more than 125 years, our brands have shared a commitment to offering products of enduring quality and exceptional comfort, allowing our customers worldwide to express their own individuality and style. Since our founding in 1892, we have always been known for creating unique store experiences – but the rise of omnichannel retail requires meeting our customers wherever, whenever, and however they choose to engage with our brands. Increasingly, even when the customer journey finishes in a physical store, their journey often starts online.

The digital age has forever changed the retail industry and ultimately, customers’ expectations of it. Simply put, customer service has never been more important, which is why we put our customers at the center of everything we do across all our brands – Abercrombie & Fitch, abercrombie kids, Hollister Co. and Gilly Hicks by Hollister. As technology has evolved, and the shopping experience has changed to adapt to and anticipate customers’ changing preferences, we saw an opportunity to update our customer service capabilities to meet our customers’ growing needs. We were in search of a new customer service system that would deliver enhanced value for both our agents and our customers.

3 reasons Abercrombie & Fitch Co. chose Kustomer

Partnering with Kustomer helps ensure our current needs are met and gives us confidence that we are positioned to meet our customer service goals now and in the future, as their needs continue to evolve. Here are three key ways Kustomer delivers on our requirements for a new solution:

Personalized interactions

We wanted to align customer service tactics with our organizational mission of putting the customer at the center of everything we do, as well as implement more personalized experiences that would resonate with our customers.

Kustomer allows us to view each customer holistically across channels and time, giving our agents not only the supporting information they need, but also organizing order history and pertinent customer data in a single location. Additionally, we will soon be able to see the entire customer journey, from what they’ve bought, to the offers they’ve received and other products they’ve viewed. This will allow us to anticipate and adapt to a wide range of customer needs in a highly individualized manner.

Improved agent and reporting service

The comprehensive view Kustomer provides also helps simplify and streamline the agent experience. Agents can review necessary information and take appropriate action to resolve issues from a single screen. Most importantly, the entire agent experience is highly intuitive; the quick training process allows our agents to easily get up to speed, and they are able to comfortably utilize Kustomer to its full potential.

As a result, our agents enjoy using the system, and accessing dashboards and metrics to provide management insight into our performance is easier than ever.

A flexible, adaptable platform that keeps pace with customer needs

We needed a solution to streamline and automate time-consuming workflows and business processes to help our agents do what they do best — deliver great customer service experiences.

Kustomer helps to effortlessly manage our customer needs in real time. Operational and routing changes are now more user-friendly and can be easily made in seconds using Kustomer’s queues and routing features. More importantly, Kustomer’s experience in the digital customer service landscape assures us we can continue to improve the customer experience, and that Kustomer will evolve with our business.

Becoming a customer service fixture amongst fads

The digital age has forever changed customer expectations. By unifying the customer experience, helping us streamline how we operate, and providing a platform for future innovation, our partnership with Kustomer has helped us implement and personalize our company’s commitment to quality into each and every customer interaction.

 

Deliver effortless, personalized customer service.

Request Live DemoStart Interactive Demo