The pressure is on healthcare companies to deliver a better end-to-end customer experience—otherwise, it is truly an insult to injury. The largest healthcare and insurance groups have their own legacy systems to untangle and integrate, but smaller healthcare outfits are also on the hook—and, arguably, at an advantage—to scale and grow with customers top of mind.
As per Social Stamina, 64% of customers expect a reply within an hour of posting on Twitter, and 85% expect a company to respond within six hours. While this trend in customer expectations applies to almost all industries across the board, certain businesses – such as e-commerce apps – are witnessing an all-time high in traffic. Most companies may be crowded with service-related concerns, drowning customer support agents in an ever-increasing volume of tickets.
Every product or service is designed to address specific customer pain points or challenges. Yet, why is it that only a few are an instant hit among the masses, and the rest pass by unnoticed? Whether you are a small business or a large enterprise, you can excel only when you identify and solve for the right customer needs. Read this guide and find answers to.
Change is the only constant in the retail service industry. That’s certainly been true in the past several years, when a record number of customers flocked to online channels to do their shopping. Almost overnight, retailers big and small had to adapt to a whole new way of serving their customers digitally. For retailers to compete in today’s crowded market, they need to create excellent customer relationships in all the places people shop—online and in brick-and-mortar stores.
To provide the best customer support at any phase in your customer’s lifecycle, your teams need access to contact and company data—and every team must have access to the same information. This requires a centralised location for all relevant communications and open support tickets, and the ability to streamline information between sales, marketing and support teams.
Approximately 96% of business leaders reported that focusing on agent experiences makes it easier to retain top talent. That’s not all. An astounding 87% of business leaders also shared that prioritizing employee happiness will give them a competitive advantage. Despite these findings, only 19% of companies have made agent experience their strategic priority. As a result, poor agent experience contributes to high turnover rates, especially for contact center agents.
A toll-free number, an email address, and a bunch of office addresses arranged randomly. If that’s your idea of a ‘Contact Us’ page for a business website, then you’re losing out on a lot of valuable opportunities with your contact us page.
