As COVID-19 related shutdowns continue, one thing is clear: We’re home and we’re online. Internet use has skyrocketed up 70% and data usage is up 47%. Ecommerce sales are projected to hit $175 billion — up 5% year over year. Perhaps most telling, the number of Netflix profiles has increased 72% since shelter-in-place orders began. And with more subscribers, users, and content demands comes a greater need for customer support.
1. Give customers options
The first step in creating better call center experiences — and pulling higher value insights and data from call center engagements — is to let your customers decide how they want to receive support.
2. Anticipate customer support needs with artificial intelligence
By investing in and integrating automation and AI technology, you can be more proactive in delivering what customers need. AI, for example, can be used to anticipate customers’ questions and preferences, then direct them to the best contact or channel.
3. Focus on the experience
Using real-time customer profiles to understand and meet customer needs is more and more common in marketing, but being able to access that same customer information for post-sales support delivers the same benefits.
4. Provide organization-wide value
With each of these self-service or live touchpoints, call centers collect valuable customer data and insights — intel that all departments can benefit from to create better end-to-end customer experience.