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Customer Experience Habits You Should Get Into

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Customer experience in this day and age is everything. Here's a few stats to prove the importance of customer experience, and the habits you should start getting into.

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Customer Experience Habits You Should Get Into

  1. 1. Customer Experience Habits You Should Get Into A N D T H E S T A T S T O P R O V E T H E Y W O R K
  2. 2. 98 PERCENT A R E C E N T S U R V E Y B Y K I S S M E T R I C S F O U N D T H A T C U S T O M E R E X P E R I E N C E W A S O N E O F T H E T O P R E A S O N S C U S T O M E R S W O U L D D E C I D E T O D O B U S I N E S S W / A C O M P A N Y .  
  3. 3.  THE MORE TIMES A HOLD MESSAGE INCLUDES THE PHRASE “YOUR CALL IS IMPORTANT TO US” THE LESS LIKELY SOMEONE IS TO BELIEVE IT.  TIP FOCUS, FOCUS, FOCUS
  4. 4. 01 02 03 Automated IVR Benefits An automated IVR can streamline waiting time problems by routing calls to a specific agent based on the customer's needs Once the call is routed, the agent is aware (based on department level) of customer's needs and how to address them An automated IVR can provide a the caller with the option to leave a callback number for an agent to call them back, rather than waiting on the phone
  5. 5. THE IMPORTANCE OF DEMOGRAPHICS A D P E R F O R M A N C E U T I L I Z I N G D E M O G R A P H I C S A L L O W S C O M P A N I E S T O O P T I M I Z E S E R V I C E O F F E R I N G S   125 250 375 500 January February March April May June July August September October November December 0 Ages 21-34 Ages 34-52 Ages 52+
  6. 6. 83 PERCENT   O F H I G H P E R F O R M I N G C O M P A N I E S T A R G E T O R S E G M E N T A D S 1 . 5 T I M E S M O R E O F T E N T H A N U N D E R P E R F O R M E R S , A C C O R D I N G T O A R E C E N T S U R V E Y B Y S A L E S F O R C E .
  7. 7. PERCENT OF CUSTOMERS THAT HAD A NEGATIVE PHONE EXPERIENCE WOULD BE WILLING TO LEAVE A NEGATIVE REVIEW ON SOCIAL MEDIA, ACCORDING TO A RECENT STUDY BY INVOCA. TIP KNOW WHAT YOU DO, DO WHAT YOU KNOW PERCENT WOULD MOST LIKELY JUST GO TO A COMPETITOR. 30 75
  8. 8. SOCIAL MEDIA is an opportunity to engage with customers on another level. It's also a good avenue to use for customer support.
  9. 9. CALLOUTCOME360 How can it help your business? Are you putting your money in the right places? Our call tracking product, CallOutCome360, allows you to track which sources are making you the most money. You can also record incoming calls for quality insurance and those recordings can be integrated into reports.
  10. 10. UX I M P R O V E Y O U R U X N O W GET IN TOUCH
  • Invoca

    Nov. 2, 2016

Customer experience in this day and age is everything. Here's a few stats to prove the importance of customer experience, and the habits you should start getting into.

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