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BEST PRACTICES & STRATEGIES
Consumers are also normally more willing to share 3. Take the load off their shoulders
more in-depth information as long as it delivers a faster
and more effective query resolution, in a personalized Finally, customer experiences should be founded on
and seamless manner. This development presents an simplicity. For instance, complicated service menus
opportunity for businesses to look into new technolo- common on telephone enquiry lines is well known to
gies, such as Internet of Things and Remote Support, to annoy consumers. Understand that callers on the hot-
assist with quicker response times and resolution. line because they are eager to access certain infor-
mation or to get to particular issues/problems resolved
2. Be there, when they need you quickly in the first place.
When communicating with a business, consumers ex- Interestingly, our study has found that on average, con-
pect a response within 10 minutes on average when on sumers use three channels to resolve their query. In an
online chat and on the telephone. This is a standard that ideal situation, consumers should be able to find the
businesses should strive to meet and, if possible, ex- answer to their question through any channel of their
ceed. Consumers are time poor and long waiting times choice without the need to switch to alternative chan-
in reaching a representative, who can provide infor- nels.
mation or help them resolve an issues, can obviously be
frustrating. The same study also revealed that highly satisfied con-
sumers are more likely to be advocates of a brand or
Businesses need to ensure that they have the right pro- business. They are also more likely to increase their
cesses, resources and technologies in place in their spending and tenure with the business. As there are
communication channels setup to meet this customer significant costs involved in losing and regaining a cus-
expectation. Providing customers with easy access to a tomer, it is critical for businesses to focus on retaining
representative is the first step in the right direction when and nurturing existing customers. A sound enterprise-
building a positive customer experience. wide customer engagement and experience strategy
allows businesses to do just that -- deliver higher levels
Furthermore, businesses will need integrated systems of consumer engagement for continued business suc-
that can allow them to track customer history across cess.◊
channels. These systems are essentials for businesses
if they aim to deliver a seamless experience. That is,
delivering an experience where the customer does not
need to repeat his/her personal information, or his/her By Daniel Cran,
enquiry, when interacting across channels with the APAC Director, LogMeIn
same business.
M
MediaBUZZ Pte Ltd - Independant ePublisher for Asia ediaBUZZ Pte Ltd - Independant ePublisher for Asia
Consumers are also normally more willing to share 3. Take the load off their shoulders
more in-depth information as long as it delivers a faster
and more effective query resolution, in a personalized Finally, customer experiences should be founded on
and seamless manner. This development presents an simplicity. For instance, complicated service menus
opportunity for businesses to look into new technolo- common on telephone enquiry lines is well known to
gies, such as Internet of Things and Remote Support, to annoy consumers. Understand that callers on the hot-
assist with quicker response times and resolution. line because they are eager to access certain infor-
mation or to get to particular issues/problems resolved
2. Be there, when they need you quickly in the first place.
When communicating with a business, consumers ex- Interestingly, our study has found that on average, con-
pect a response within 10 minutes on average when on sumers use three channels to resolve their query. In an
online chat and on the telephone. This is a standard that ideal situation, consumers should be able to find the
businesses should strive to meet and, if possible, ex- answer to their question through any channel of their
ceed. Consumers are time poor and long waiting times choice without the need to switch to alternative chan-
in reaching a representative, who can provide infor- nels.
mation or help them resolve an issues, can obviously be
frustrating. The same study also revealed that highly satisfied con-
sumers are more likely to be advocates of a brand or
Businesses need to ensure that they have the right pro- business. They are also more likely to increase their
cesses, resources and technologies in place in their spending and tenure with the business. As there are
communication channels setup to meet this customer significant costs involved in losing and regaining a cus-
expectation. Providing customers with easy access to a tomer, it is critical for businesses to focus on retaining
representative is the first step in the right direction when and nurturing existing customers. A sound enterprise-
building a positive customer experience. wide customer engagement and experience strategy
allows businesses to do just that -- deliver higher levels
Furthermore, businesses will need integrated systems of consumer engagement for continued business suc-
that can allow them to track customer history across cess.◊
channels. These systems are essentials for businesses
if they aim to deliver a seamless experience. That is,
delivering an experience where the customer does not
need to repeat his/her personal information, or his/her By Daniel Cran,
enquiry, when interacting across channels with the APAC Director, LogMeIn
same business.
M
MediaBUZZ Pte Ltd - Independant ePublisher for Asia ediaBUZZ Pte Ltd - Independant ePublisher for Asia
