Tech Barriers in Creating Better CX and Best Practices
In today’s hyper-connected world, customer expectations are higher than ever. This article explores the top four tech barriers in creating better CX and best practices to overcome them.
Delivering an exceptional customer experience (CX) and customer journey has become a non-negotiable priority for businesses across various industries. The tech landscape plays a pivotal role in shaping these experiences, but it’s not without its challenges. Let’s delve into the main barriers and how you can break through them.
1. Outdated Technology: Elevating CX with Modern Solutions
The cornerstone of a consistent customer experience is the technology supporting it. Outdated systems can lead to disjointed customer interactions, data silos, and inefficient processes.
To tackle this barrier, companies must embrace modern, flexible customer service platforms offering a comprehensive suite of tools. Platforms like Zendesk, for instance, provide an integrated approach encompassing various facets of customer support, from chatbots and AI to automation and analytics.
We discuss integrating AI into your customer service team in our latest episode of redkLive. Elly summarises our discussion perfectly:
“Empowering people with AI, as opposed to replacing people with AI.” – Elly Tolervy-Suter
AI capabilities allow you to start placing customer response mechanisms on every channel so you never miss an opportunity. And when you put customer-centricity at the heart of your team, you will maximise every single customer interaction.
Whether it’s a social media inquiry or a support ticket, customers anticipate consistent and efficient resolutions. Adopting omnichannel technologies ensures customers have easy access to information, regardless of their chosen touchpoint.
2. Poor Training: Elevating Soft Skills for Empathetic Service
A crucial aspect of delivering an exceptional customer experience is the human element—how well your customer service agents connect with customers. According to Salesforce research, 68% of customers expect brands to demonstrate empathy, yet only 37% believe that brands effectively meet this expectation. This disparity highlights the significance of soft skills in fostering genuine connections.
It’s not enough for agents to be proficient in using customer relationship management (CRM) tools; they must also excel in communication, empathy, and problem-solving.
Redk’s implementation services can play a pivotal role in training agents to effectively engage with customers, understand their concerns, and provide solutions that resonate.
By nurturing soft skills, businesses can create a feedback loop of positive customer interactions, improving customer satisfaction and loyalty.
3. Too Many Applications: Streamlining for Seamless Experiences
In a bid to offer a comprehensive CX, many companies fall into the trap of utilising a multitude of applications, each serving a specific purpose. However, this approach often results in disjointed processes, miscommunication, and frustrated customers. This is where platforms like Zendesk shine, integrating CRM, knowledge management, and analytics into a single user-friendly solution.
A holistic approach to omnichannel support necessitates the seamless integration of different channels. You must eliminate repetition and equip your teams with the necessary information to distinguish your brand.
This requires selecting the right software for your business and investing in continuous training and seminars facilitated by digital transformation experts.
A regular customer feedback loop will help monitor employee satisfaction and ensure that your teams are well-equipped to deliver consistent and exceptional customer experiences.
4. Unstructured Customer Data: Centralisation for Cohesive CX
In the digital age, customer data is the backbone of effective CX strategies. However, data spread across separate customer databases leads to fragmented customer journeys, repeated queries, and lost information. This disjointed experience can leave customers exasperated.
The solution lies in collecting and analyzing customer data within a single CRM solution. This approach ensures that a customer’s information seamlessly travels with them across different channels, creating a frictionless process.
Once you have enough customer data, you can start to measure customer satisfaction and your CX efforts. You will gain valuable insights into customer behaviour, preferences, and pain points, allowing you to tailor your offerings and interactions accordingly. Start learning from your customer insights with a successful CX management software implemented by redk.
Overcoming Barriers to CX Excellence
In the pursuit of achieving exceptional customer experience management, technology plays a pivotal role. Overcoming tech barriers requires a multi-faceted approach encompassing modern platforms, soft skill development, streamlined processes, and data centralisation. Zendesk’s integrated solutions and redk’s implementation services exemplify the tools and expertise guiding businesses to create memorable customer experiences.
While technology is the enabler, the human touch remains paramount to meeting customer expectations. Empathetic communication, active listening, and problem-solving are integral to a holistic customer experience strategy. By combining robust technology with well-trained teams, businesses will elevate customer satisfaction, drive customer loyalty, and achieve sustainable growth. The journey to exceptional CX begins by breaking down these tech barriers, one strategic step at a time.