The recipe for an exquisite Customer Experience

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All brands are, or should be, trying to care for and please their customers and try to offer the best possible experience so that they remain customers, or even prescribers, for many years.

We could define Customer Experience (CX) as the result of a user's perception of a brand after interacting with it on any of its physical or online channels. Emotional or psychological factors play a key role in this perception and will determine their satisfaction, loyalty and whether or not they will recommend this experience to other people in the future.

Customer Service ( SAC) takes center stage in the Customer stockholder database Experience at crucial moments of the customer journey, that is, in situations where customers need relevant information such as assistance with purchasing, resolving technical requirements, finalizing payments, tracking shipments, cancellations, incidents or complaints.

One thing is certain: customers usually only request the services of a Contact Center when they really need it and urgently. Hence the importance of the SAC within the Customer Experience .



Without a quality SAC, a good customer experience is impossible
It is clear that if the company does not have a quality SAC that is on the user's side, and even more so for brands that sell their products online, the experience will be very negative and possibly the last.

It is in these decision-making situations, when the customer experience is at its peak, that the SAC has to take the reins and take advantage of that opportunity to redirect or enhance the experience.

As this is a very emotional moment where the user is tense and eager to resolve an incident, this can cause an adverse reaction towards the brand that makes the customer abandon the company, and even worse, spread their bad experience and anger.

How technology helps in times of maximum tension SAC
Let's start from the premise, and this is what we think at Cosmos Call Center, that technology CANNOT replace the role of the Contact Center teleoperator. What it can do, and in fact does very well if used properly, is to help you by giving you the necessary tools to achieve an excellent CX when the user is at their highest point in terms of emotions.

For example, let's say we're at home and we have an issue with a food delivery order while we're waiting for some guests. At that moment we should be able to contact the brand in the most convenient, simple and fast way. This means having an omnichannel SAC (chat, phone, WhatsApp, email, SMS).

In addition to the tools for proper multi-channel marketing that technology offers us, we can count on Artificial Intelligence. Among them, speech analytics tools allow the Contact Center advisor to offer the best solution at the right time since it scans multiple conversations, analyzes data and offers the possibility of predicting the best and most personalized alternative for the client.

The perfect SAC would be one that goes unnoticed. In our example, when we are waiting for food and we have guests at home, it does not make us suffer or generate stress for even a second. For example, with an accessible, easy-to-use and fast chat for the user who is stressed. Our experience as customers would not be altered and our perception of the brand would even improve due to the trust generated. This experience would surely end in a recommendation during dinner with our friends.