How CEM software helps you deliver intelligent customer service
Online customer reviews have far-reaching consequences. According to a study by BrightLocal, 88% of customers read online reviews before buying a product. And customers are as likely to listen to negative feedback from a stranger online as they are from a close friend. That's why a negative interaction with your customer service team can have such a negative impact on your conversions.
So how do you ensure your customer service is excellent, even as your company and your client base grows? How can you make sure your agents learn from their interactions with customers so that they can improve their performance immediately?
Customer Experience Management software (CEM) might be your customer experience savior. CEM provides you with the powerhouse collaboration and analytics capabilities of a cloud-based solution to make your customer service responsive, personalized, and integrated into your overall brand goals. CEM solutions like Zendesk's support software provide a much-needed, big picture overview of customer interactions.
Zendesk and all the best CEM solutions go far beyond customer feedback to deliver real direction for you and your team on what's working and what can be improved. CEM software often includes:
- Easy ways to capture the voice of your customer across all channels with short transaction surveys
- Analysis and reporting on customer feedback at micro and macro levels of your company
- Performance management suggestions to help your agents make the most of customer feedback
- Opportunities on the platform to interact with customers and to flag negative comments so you can follow-up
Some of the most popular CEM solutions, like Zendesk's support software, are scalable as your business grows, with a real emphasis on the user experience. Agents are able to engage with customers seamlessly across many media, including email, chat, and phone, and interactions are analyzed in reports that help you understand your organization's customer base and its impact on your brand. The result is clear feedback on your strengths and weaknesses and a roadmap of how to improve.
There’s a lot more where this came from. Keep exploring the world of customer service and CEM software.