2023年1月20日

在COVID-19大流行后,公司现在开始意识到,他们的联系中心可以是有价值的工具来留住客户,下半年Kustomer演讲者说残雪连接的第三天。“传统上联系中心被认为是成本中心和首要任务是削减成本。现在组织开始意识到他们的残雪团队有一个非常大的机会创造品牌忠诚度和宣传,“内容和研究主管安德里亚·Paul-Salerno说Kustomer, Facebook公司。“残雪正在与收入挂钩,”加布Larson Kustomer营销副总裁,补充道。“您可以连接增长CX越多,越好。Paul-Salerno解释说,“很大一部分是由于大量的客户联系中心收集的数据。“公司是真正改变CX是多么重要,”她说。“只有这么多信息,客户服务团队有客户,公司开始看到的价值。“这标志着一个更大的趋势,公司已经将他们的呼叫中心的优先事项。在Kustomer的一项研究,81%的公司表示他们的首要客户体验到2025年是减少等待时间,紧随其后的是实现一致性和提供积极的支持。此外,52%的公司今天准备能够提供客户服务和视频在未来三年内。 Other investment priorities include agent training, artificial intelligence and chatbots, and advanced analytics. “Chatbots can be a great first line of service for simple requests,” she said, noting that self-service has become a lot more desirable, especially for younger consumers. But, at the same time, “that escalation point to a human is very important.” Also important is personalization, which Kustomer’s research found to be the most valuable customer service attribute. In fact, 85 percent of respondents to the survey said they appreciated support that is conversational, and 74 percent said they disliked when agents stick slavishly to prepared scripts. “Customers value personalized experiences. It’s important to treat customers as individuals. That can be a real differentiator for the business,” Paul-Salerno explained. And CX leaders are also starting to catch on. In Kustomer’s research, 84 percent of CX pros said they believed personalization will be more important in 2025 that it is today. But it’s not just about personalization, according to Paul-Salerno. In today’s business climate, customers want hyper-personalization. “Hyper-personalization can mean so much to a customer. They want to feel valued; they don’t want to be treated like just another transaction,” she said. Kustomer’s research also found that customers spend more when experiences are tailored to their unique needs and preferences. The challenge for many organizations, however, is that the technology hasn’t caught up yet. According to Paul-Salerno, too many organizations require their agents to toggle between systems to access information, which does not allow them to have the truly personalized conversations that customers want. Tied with the idea of personalization is reaching customers on their preferred channels, and there, too, changes are becoming evident. Though phone is still the preferred channel, other forms of communication are gaining popularity. “The phone’s not going to be it forever, and you need to start preparing for that shift immediately,” Paul-Salerno said. Free