Why Improving Customer Experience Is Key to Generating Profits?

When a business owner starts a new venture, he yearns for profits more than anything else. But sooner or later, he realizes the importance of sustaining profits, which gets him thinking about customer experience while using his product. So, he starts sending surveys to customers and uses the results to alter his product or service. However, when it comes to customer service, a number of business owners who run in-house call centers are still clueless about how they can measure and add to that customer experience. Although KPIs like CSAT and FCR paint a rough picture of customer experience, they don’t always tell how the experience can be improved.

Why In-House Call Centers Struggle to Generate Customer Loyalty?

With the evolution of AI, companies have found a way to analyze their operations in a better way. This has helped them strategize for the future by making use of massive amount of data generated during its day-to-day operations. However, most in-house call centers that do not receive the attention they deserve, often employ ordinary call center solutions, which lack the necessary sophistication to come up with vital analysis. Hence, such call centers never truly understand how their customers feel. This is the main reason why call centers that are run as an afterthought or on a low budget often struggle to evoke customer loyalty.

Harness the True Power of Analytics for Gauging True Customer Experience

The best way to run a call center in the modern world is to use domestic call center outsourcing. Not only a domestic call center understands the value of the regional customers, it also frees you up of the burden of managing the whole call center operation. But the most important thing about domestic outsourcing to an accomplished vendor like Vcare is that you get access to state-of-the-art call center solutions without making a purchase. Nowadays, call center software and CRM are the two pivots around which a call center operation is carried out. A cutting-edge CRM comes with inbuilt AI capabilities that not only help an agent conduct a call better but also allows the business owner to gain valuable insights about customer experience. Below are two ways in which the gathered insights by AI can be put to good use:

1.      Allows you to create personalized experience – Every customer is different but most in-house call centers treat them the same. It’s alright when a customer is calling in for the very first time, however, when the same customer calls in again, it is not acceptable that you ask him the same questions that were asked by the previous agent. When you outsource domestic call center, you get access to CRMs that provide instant information to agents about customers’ previous interactions. This allows you to provide customers a much better experience.

Helps in creating combos that sell like hot cakes – Many a times it is seen that customers purchase one product and then make a subsequent purchase to complement the first item that they have bought. For example, a customer may buy a router and then order a wireless adapter to make his desktop computer wireless. An AI-powered CRM can capture such user behavior and inform you about it. Seeing this behavior, you can bundle both the products together and offer a discount for the combo. Not only will this offer enhance customer experience (as they will not have to call in twice), it will also allow you to improve sales and profits.