Optimise your contact center’s customer care in 5 steps

Written by Maïwenn Marchand
February 21, 2023
Optimise your contact center's customer care in 5 steps

It’s impossible to deny the fact that your contact center’s customer care is important. For any company, the customer is centric and its happiness level is very important. Its quality will either enhance or degrade the loyalty of your customers. Your contact center’s customer care should give your customers what they want, and when they want it. Easy to say, but how to start? We’ll give you 5 tips to increase the quality of your customer care.

Choose the right channels

Your customers want to reach you through the channels they prefer. A telephone line is in most cases not enough. That’s why Naxai proposes an omnichannel communication platform. Reach your customers through their favourite channel, or, the most effective channel for your target audience.

There’s no exact formula for choosing the right channels. In our experience, multi-channel is better than just one channel. But that doesn’t mean you need to go all the way. Listen to your customers, and try to grasp their communication preferences. Each customer base is different, so each mix of channels is different as well.

Be 100% available

What do most customers want? Availability. If they have a problem or question, they want a solution or an answer immediately. Whether you like it or not, people need instant gratification. So, as a company, and more as a contact center, you need to make sure that your mix of channels provides 100% availability. That doesn’t mean your call center customer care should be accessible day and night. But it might be smart to provide a bot – via Facebook Messenger or SMS – to tackle your clients’ most frequently asked questions, 24/7.

Realise your customer is self-reliant

People don’t like to ask for help. On the other hand, they hate not finding what they need. Therefore, your contact center’s customer care needs to give them self-service highways. First, the content on your website should provide your customers with the answers they need. Create compelling blog posts, podcasts and videos, and compose a useful FAQ page. Next to content, your customers might also need shortcuts to what they’re looking for. Integrating a (chat)bot on your website, Facebook Messenger or SMS is a great and efficient way of helping your clients instantly. Of course, in some cases, you need human interaction. And that’s what the next point is about.

Use human interaction when needed, and automation when possible

We will never say that human interaction isn’t important for a call center’s customer care. But in some cases, your customers don’t want to talk to a call agent for a simple question. That’s just too time-consuming, also for your company. So, for the simple things, rely on technology, such as bots and relevant content on your website. The more complex a question gets, the more human interaction is needed. So make sure your customer care lines stay open for challenging issues.

Use social media as an extension

Customer care is great, and there are lots of channels to use: phone, e-mail, SMS and chat. But people also use social media for their own problem-solving. They aren’t reluctant to share their thoughts or ask their questions via your Facebook page or Twitter. We don’t need to say that keeping an eye on those channels is essential, do we?

In any case, analysing your customer’s habits is very important. Analyse your contact center customer care with effective tools (such as NPS®, CSAT, Surveys,…) to get to know better your audience. Learn where your customers are, what they need and your contact center and customer support will blow up!

Want more info about our surveys and how we can help you improve your customer care? Contact our expert team! They will analyse your needs and propose the best solution.

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