November 22, 2019

Rethinking The Contact Center: From ‘Contact’ to ‘Connection’

Posted by


Prior to the 20th century, ‘customer support’ was strikingly different from what we’re used to today. Forget UPS pick-up, returning something or getting it fixed meant having to physically go down to a store yourself—which might have entailed travelling hours or even days—and having a one-to-one conversation with the shopkeeper (who might also have been the one and only ‘employee’ of the store). 

But while getting that ‘customer support’ may have been harder, that one-to-one interaction meant customer and shopkeepers had a relationship with one other—they’d know your quirks (that your left foot was just a little bit bigger than your right one), your habits (that you always pick up a roast on Sundays), and your history with them (that you came down last weekend to get your dress mended).

Back then, customer service was…well…personal. 

Technology has undoubtedly made it easier for us to get the help we need—and thank goodness for that—but it’s also had the effect of distancing companies from their customers. And while I’m not advocating we go back to the days before the telephone, I do think there’s still an opportunity to bring some of the magic of the personal touch back into the customer relationship, even at the contact center level.

A Transactional Approach Is No Longer Enough To Keep Your Customers

Customer Retention Is Key, But Often Overlooked


Traditionally, contact centers have been regarded as more of a ‘complaints department’—a place to direct irate customers in those unfortunate situations when something goes wrong. 

Companies instead pour their relationship-building efforts into their sales and marketing initiatives, to try and attract more and more customers into the fold.

And while attracting new customers is key to a company’s survival, this approach overlooks an equally important component to continued success: customer retention.       

At the end of the day, no matter how much money and effort you put into your sales and marketing efforts, the math will break if there isn’t enough attention paid towards proactive efforts of making sure your existing customers are happy with the product or service you sold to them. 

 

“84% of customers will leave after three (or fewer)
bad customer experiences”

Gladly 2019 Customer Expectations Report


Like pouring water into a leaking bottle, you won’t be able to realize the full ROI of your sales and marketing efforts unless you give equal attention to your customer care, and stem the inevitable churn.


Move Beyond ‘Satisfied’ Customers


Customers today have a lot of options when it comes to making a purchase. That means companies need to give them a reason to keep coming back when it comes time to make that purchase again. 

According to a recent Harvard Business Review study, the best reason a customer has to return is an emotional one. When a customer feels truly emotionally connected to their brand, they’re 52% more valuable than a customer who is just ‘highly satisfied’, accounting for 37% of a company’s revenue despite making up just 22% of their customer base. 

That means customer support has to move from just being about solving problems and sending customers on their way—your customers know that they have options, so being able to deliver a great customer experience just isn’t enough anymore. It’s the relationship piece within that service that will keep loyal customers coming back to you instead of your competition.

Goodbye ‘Contact’ Center, Hello ‘Connection’ Center


So how can companies create that experience that shifts a customer from just satisfied to truly connected? 

Well, there are a lot of parts to it. You could have a company mission your customers can get behind (like Native Shoes’ environmentally-friendly approach to shoes), or foster a shared passion and community (like JOANN does with its community of crafters from 13 – 80+).  

But on top of that, it’s about making a home for your customers with your service, and moving from a ‘contact’ center—focused on one-off, transactional interactions with customers—to a ‘connection’ center—where agents are encouraged to build relationships with your customers that keep them coming back.

The 3 Steps to Creating a ‘Connection’ Center

 

#1 Rethink your metrics 

In most cases, contact centers (and agents) are judged by metrics like average handle time (i.e. the amount of time an agent spends to resolve a customer’s question) or first contact resolution rate (i.e. how often an agent is able to resolve a customer’s question or issue the first time they reach out). 

No doubt, these are important metrics to track—there’s certainly nobody who’d say their service was improved because it took longer, or required them to reach out multiple times—but they shouldn’t be the determining metrics for your organization. 

Instead, judge your agents’ performance on metrics that focus on the customer’s happiness—their Net Promoter Score (i.e. how likely a customer would be to recommend you to a friend or family member on a scale of 1 to 10), CSAT score (a customer’s satisfaction with your product or service), and customer loyalty (whether they return to you the next time a need arises). 

Shifting the focus of your metrics from speed to customer happiness encourages your agents to build relationships with customers. By giving them the runway to take a little longer when speaking with customers, they can move past the purely transactional, and into conversations that build those connections that keep customers coming back.

 

#2 Make your customer feel known

Do you find yourself going back to the same coffee/bagel/boba place where they know your name, and have your usual order going as soon as you step through the door? 

Well, it’s easy to see why. 

As human beings, we have an innate desire to feel known and valued. And when a person (or company) can make you feel remembered, you’re more likely to want to give them your time and custom over another store that treats you like a stranger. 

In the context of the ‘connection center’, every time a customer interacts with you, they give you information about themselves that you can  use to personalize their experience. 

For example, if a customer reached out to about a dress they wanted to order, don’t make them rehash their conversation if they reach out again a week later. Or make them recite their order number again. 

 

“54% of customers would rather spend the day in wet socks,

then have to repeat themselves to multiple customer service representatives.”

Gladly 2019 Customer Expectations Report

 

When a customer has to repeat information that they’ve already given  you, there’s an unintended (but underlying) signal to the customer that they’re not valued by you. 

Which brings us to the next step, empowering your agents to help customers feel known. 

 

#3 Empower your agents

Your agents are helping hundreds, if not thousands, or customers a day. And to ask them to personalize the experience for each of them—even customers they’ve never spoken to—would be asking for the moon. 

But it’s not such a stretch if you provide them with the right tools to help them deliver that level of personal service. 

Gladly Customer Service Platform

With Gladly, your agents see all the key information and history you have with a customer in one quick glance.

 

By using a customer service platform like Gladly, which not only threads every communication your customer has with you (regardless of whether it took place on the phone, live chat, or Facebook Messenger) in one continuous thread, but also surfaces key information about a customer (like their name, order number, and transaction history) for them to reference at a glance, your agents are equipped to take every communication with a customer from anonymous to personalized. 

… 

 

With so much technology at everyone’s fingertips, it’s important not to lose those ever-important customer relationships in the process. And having the right software to organize a single place or “customer profile” to maintain information is a big piece of that. This way, when a customer calls, it’s not a new ticket for every interaction, but a personalized experience that picks up right where it left off on the other end. 

 

To find out more about what your customers want and expect from customer service—like how long they’ll wait before they hang up, or the channels they prefer to use to reach out to you—be sure to check out our 2019 Customer Expectations Report

 

Report

Your customers are talking—Are you listening?

Get the 2019 Customer Expectations Report to see what it is your customers want from customer service.

Download the Report

Seeing Is Believing

See Gladly In Action

Join a Live Session
Watch A Recording
BACK

Get hands-on. Sign up for a live demo.

or
Watch A Recording

See A Demo.Get $50

Attend one of our 20-minute weekly group demos and we'll send you a $50 Amazon gift card.

*terms & conditions apply X