How to simplify customer interactions for happier, more loyal customers
Kelvin Brown, Customer Operations Executive, Telviva
Simplifying customer interactions can lead to happier, more loyal customers. There is more choice than ever before, meaning customers are not forced to endure a customer experience (CX) that is characterised by clutter or unnecessary friction.
We’ve all experienced difficult customer experiences. Just recently, I opted to use WhatsApp to engage with a business but was channelled back and forth between channels to ultimately accept that I was number 200-odd in the voice queue. Ironically, that was the most positive outcome.
How, then, do businesses get it right?
It starts by balancing digital transformation with CX. Businesses are under pressure to implement digital channels and technologies such as artificial intelligence. They’ve he...