Business transformation has reached a decisive inflection point where customer experience is topping every business strategy. Companies across the globe are increasingly adapting to enriching customer experience and treating it as a product.
Ever wonder why there is so much focus on customer experience?
A study found that brands with superior customer experience bring in 5.7 times more revenue than competitors that lag in customer experience.
Thus, future-fit companies are prioritizing customer service and support transformation to compete on their ability to understand, engage, and earn the trust of their customers.
Over a period of time and with evolving technologies, customer expectations from businesses are at its peak. So, the traditional customer support playbook is quickly becoming obsolete.
There are three key components that are quintessential for modern-day business strategies: Renovate, Evolve, and Transcend
- Renovate – How do we optimize the existing business?
- Evolve – How do we put our customers at the center of the business?
- Transcend – How do we create customer value in new ways?
Whether you talk about optimizing current business, putting customers at the center of your business, and creating customer value; customer service and support are the primary forces to ensure that.
Make sure your business stays aligned with rising customer expectations. But how? Well, follow these three simple steps:
1. Put your customers at the center of your business
Think about it: Every customer interaction is an experience. You need to analyze each of them and evaluate how they grow or diminish your business.
Your customers see your business as a single unit and not as different departments. So forget about ‘Who owns customer-centricity?’ because ultimately, everyone does. That means collaboration must be your top priority. The only way to make real change happen is to connect silos and act as a unified team so employees closest to the end customer are empowered to create enduring relationships.
Thus, enable a 360-degree view of customers’ lifecycle so that everyone within your organization understands your customers, their needs, their pain points, and more.
2. Optimize existing business
Optimizing existing business means how can you create business opportunities out of your existing clientele.
Everyone now understands that retaining a customer is more cost-efficient than acquiring a new one but it is just one of the ways to optimize existing business.
Once you’ve enabled a cohesive view of customers’ lifecycle, your service teams can make sure your products/services are delivering the value that your customers expected.
Also, based on their interactions with your customers, service agents can explore the possible upselling, cross-selling, and add-on opportunities that can add value to your customers and can add to the revenue of your business.
3. Create customer value in new ways
Customer value is all that your business relies on. Anyone would only do business with your brand if they see your product/service adds value to them.
Make sure you deliver the value that you promise all the time.
How can my business create customer value in new ways? Well, for that you have to come up with unique ideas.
Just like Domino’s came up with Domino’s Anyware—customers can order their favorite meal using any device from a phone to a smart speaker, and the order will be trackable via a pizza tracker and delivered via an autonomous vehicle.
Any of this, however, cannot be possible if your support/service teams are not well-equipped and are troubled by the complex business workflows and processes.
Make it easy for your employees to make it easy for your customers. For support and service teams heavily invested in the Salesforce ecosystem, simplified case management is what they look to achieve.
Grazitti’s Email to Case Advance is a boon for service and support teams using Salesforce and a step ahead in service transformation.
Email to Case Advance extends the capabilities of standard (Email-to-Case) functionality provided by Salesforce with a more streamlined and efficient solution for communicating about cases via email.
Want to know more about Email to Case Advance? Visit here.
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