CX Best Practices
Discover CX best practices gained over the years in the CX industry
- 20 Topics
- 20 Replies
We’ve had phone support as a channel since I started at Bespoke Post in 2017 (and before). It’s obviously a little more difficult of a channel to staff well, we often see slightly lower satisfaction scores with it, but we aren’t going to sunset phones or anything, because it feels necessary to offer it as a channel.However, we recently spun off a private label brand into a standalone site and it’s starting to do well. Right now, we’re just on email support and receiving around 1200 inbounds per month. We plan to launch SMS as a support channel for this brand by the end of Q3.As I think about the long term future of this satellite brand and how best to staff it from a CX perspective, I always thought we’d eventually offer phone support. I know it can be frustrating for customers who want to call but aren’t given an option to do so. But I’m wondering if similar size brands in 2023 are indeed offering phones or if they’re moving more towards chat/SMS/etc as the main (or sole) communicatio
Hi folks!Wanted to pulse the community to see if anyone has some bright ideas or experience.Double Good has a mobile application, however, our business is completely US based. Users without a US phone number are unable to receive an OTP code to login to our application.We have BPO partners that exist in both Honduras and the Philippines and they are unable to use the app to test things out or to help them complete troubleshooting live with the customers.We have provided the team visual aids, videos, walkthroughs but the team struggles occasionally with being able to fully support the customer. We did provide them a test version of the app, however they lose access each time a new update comes out (which is usually twice per week so it’s not particularly scalable).Our training team is struggling to ensure these agents have the best onboarding/training experience, but we’ve hit a bit of a wall. Any ideas on how we can get these folks the right training?
Hey everyone, hope you’re doing well!We’re going to better and more closely track some additional metrics for our team, most notably Average Handle Time, Total Resolution Time, and First Contact Resolution Rate.I’m curious if anyone is willing to share numbers from their org for these metrics, or at least a ballpark? Just want to have some sort of benchmarks for where we’re at as we try to improve on these.Thank you!
Are there any solutions for bounce back loops with a customer’s out of office?At the moment we’ve got it set up so that if re: or out of office is in the subject then it’ll close it automatically, but if a customer forgets to turn their OOO we’re closing down conversations that need a reply.Any help appreciated, thanks!
Instantaneous, chat-based channels are poised to grow in popularity. Kustomer researchdiscovered that CX professionals believe live chat (79%), social media (72%) and SMS (56%) will become more popular in the next three years while legacy channels like voice will stay the same. Messaging channels are therefore expected to become increasingly essential in solving customer issues on-demand to meet customers where they’re already communicating with family and friends. CX teams then must also have the proper protocols in place to ensure agents are able to delight customers, create lasting relationships, and drive loyalty in a way that elevates chat above support experiences on legacy channels. One way to ensure your agents are able to do this is to establish a framework for chat etiquette. Chat etiquette is essential for successful chat support, whether it’s happening via live chat on your website, SMS or social media.In this blog, we’ll take a look at what chat etiquette is, why it’s impo
I am not seeing an option to use a short cut in more one than one category. I would like to be able to create a folder with “most frequent short cuts” or “favorite short cut” folder that appears on top of the short cut list. If any one has any ideas please share. I figured I can duplicate the short cut and leave them in a specific category but maybe someone has a better idea.
Forms can be a significant and intricate part of your business. Making a form as streamlined and relative as possible can lead to a more pleasant customer experience. Think about any time you filled out a form for a product and/or service where you left the process feeling more annoyed than helped. You might have felt frustrated due to the form being longer than needed, not related to your inquiry, or unintuitive to fill out as a consumer. That experience was not ideal, and your clients would not want to partake in an experience like this either! Kustomer forms built with our Visual Builder feature can use conditional attributes to control when, what, or if subsequent fields are displayed based on values selected for designated fields. Conditions can be added to any attribute field and some of the components used in the form, allowing you to truly control the customer’s experience from the simplest version of a ‘Contact Us’ form all the way to an intricate form requiring a vast amount
At Kustomer, tags and attributes are often discussed interchangeably. However, there is a significant difference between the two features and it’s important to understand the similarities and differences. They both allow you to append a piece of data to a conversation to help build reporting, drive automations, and more. However, if you ask anyone on the team, we always recommend attributes over tags. Why is this? Attributes allow you to structure the data by storing information through multi-level lists, true/false booleans, etc. They also allow you to force data collection, especially on a conversation object. For example, you can require an attribute to be added upon closing a conversation, which guarantees that you get the information needed for reporting. Tags are useful in many ways, but you cannot enforce adding them, so if an agent forgets to apply one before closing a conversation, you might miss out on a vital piece of information. Attributes also expand beyond just the conve
Hey everybody 👋With the holiday season basically here, I wanted to start a discussion with this group to hear from community members on how you all support your customers over the holidays. My question is —What are some ways that you’ve improved your customer support over the holidays? Whether it’s using a specific feature of Kustomer, or a process that works well for your team, we want to hear from you! 👇
Customer Satisfaction surveys are your best tool to understanding the strong and weak points of your business by getting feedback directly from the best source - your customers themselves.While creating customer surveys can look deceptively simple, the challenge lies in correctly identifying your survey’s end goals and what feedback is actually valuable to your organization.With Kustomer’s Satisfaction Surveys, you are able to get a real pulse on what your customers are feeling, in not just one, but multiple facets of your business and customer experience. Ask More Questions Want to gauge both agent and product experience? Need feedback on price and not just quality of service? Differentiating your customers from your partners’ feedback?Then the solution is in leveraging our multi-question CSAT survey. Kustomer’s CSAT model allows you to ask both multiple close-ended and free-text questions. Multiple Close-Ended Questions Besides using the Rating Scale, you can add Multiple Choice an
How has everyone managed coverage over this holiday weekend? Anyone have some best practices you want to share with all of us so we can learn from each other? Since joining Meta we have been fortunate enough to get Meta Days around each of our standard holidays to allow for a longer weekend and much needed break. We’ve started to split our team in half on these days to ensure we have coverage and have team members take another day off in that same week or the following week to make up for it.
Providing a great customer experience will leave your customers feeling great and increase their loyalty to your brand. Your CX agents are an essential part of making that happen. So we want to know, what are some ways you recognize the great your work of your agents and CX teams? What forms of appreciation have stood out to you? Shoutout to @ashley_at_manscaped for that “Happy Employees = Happy Customers” thought in your intro!
Give us your best tips: How do you get yourself & your teams back on track after holidays and long weekends?
Getting back into the groove can be hard after long out of office periods, and helping a team refocus can come with its own set of challenges. We’d love to hear some ways our community members bounce back as well you’ve helped your teams. Facilitate some extra syncs? Reset project boards? Had to try some new tactics post Labor Day? 😅 Share your tips below!
Sharing time! What is one thing you do at the start of each work day to make sure it’s a productive one?
The way you start your day can have a huge influence on how the rest of it goes. I’ve been getting better at blocking off “focus time” on my calendar at the start of my day so I can have time to get through tasks with minimal distractions.What are some of your organization and productivity strategies? Comment below! 😎
Getting to know your customers is vital, but keeping up with them as they grow with your organization is extremely important as well. Here we see some awesome ways that relationships can be nurtured. I would love to know - what some different methods everyone uses to organize and understand a customer journey? What are some key pieces of customer data that you all look at?
It’s 2022 and your CX team can do a lot more than solve customer problems. They have the unique opportunity to invoke positive feelings within your customers — feelings that can help develop stronger, longer lasting relationships. Whether you’re a B2B, B2C or D2C business, focusing on nurturing customer relationships will pay dividends. Read on to learn three ways your team can develop beyond problem solving to increase customer loyalty and lifetime value.1. Nurture your customers by treating them as individuals.To treat customers as unique individuals, you first must learn about them and use what you learn during service interactions. Let’s start with the first thing you typically learn about someone: their name.According to the Washington Post, “A person’s name is the greatest connection to their own identity and individuality. Some might say it is the most important word in the world to that person … When someone remembers our name after meeting us, we feel respected and more import
What Is Social Commerce?Social commerce is defined as the use of social networking websites such as Facebook and Instagram as vehicles to sell products and services. It has been proven to provide an easy and seamless experience for customers who are looking to purchase something without having to leave the platform where they spend their time. And social commerce is exploding. In 2022, US social commerce sales are expected to reach $45.74 billion, with more than a half of the country’s adults making a purchase on social media. Simply put, social is more than just likes and comments these days — it’s also a powerful purchasing platform, and an opportunity to build lifelong relationships with your customers. Download our e-book to learn how to capitalize on social commerce trendsRead on to understand how delivering superior social support can not only build lifelong customer relationships, but also drive revenue for your business in a social commerce world. In this e-book you’ll find:Dat
How Leading Brands are Leveraging Customer Service as a Competitive Advantage Creating positive experiences and providing exceptional support does more than put a smile on a customer’s face. It builds lasting relationships, lifelong loyalty and contributes directly to the financial success of a business. In fact, according to Kustomer research, 90% of consumers would not shop with a company again if they provided bad customer service. This means that the performance of a CX organization can be directly tied to a business’ bottom line. Download our eBook to:Learn how high growth brands like ThirdLove and The Farmer’s Dog are using CX as a competitive advantage Understand why customer service should be at the center of your business Discover the tenets of a successful CX organization Download today!
I came across an interesting article in CMS Wire on four techniques to consider if you want to develop “sticky” CX:Using customer journey optimization Maximization of communication channels Integration of CX into brand apps Analyze churn and retention I found the article to be helpful, so figured I’d share. You can read the full piece here, let’s discuss!
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