How customers engage and interact with brands is becoming the biggest focus for those who want to stay ahead of their competition in 2019 and beyond. If you’re in a crowded marketplace and your prices are competitive, what more can you really offer? A better customer experience. It’s become paramount.
When it comes to making a purchase, 64% of people find customer experience more important than price. (Gartner)
Building a comprehensive brand experience extends far past your logo on your business cards, purchase path on your website, and event activations. Brands that continue to provide outstanding service to the customer outside of the point of purchase are building customers for not just a single satisfied sale, but for a lifetime.
Self-service communities are often the first step to case deflection, but studies show 79% of people still prefer to talk to a call center representative on the phone for complex issues. (Nuance)
With the call center rep acting as the front line for your brand, call center scripts, a rich knowledge bank, and having agents properly trained on how to use it all is more important than ever for building your brand experience. People want to engage with brands they know, like, and trust, and with which they can always expect a positive experience on all available channels.
How To Build on the Brand Experience in Call Centers
Salesforce shared an infographic that covers the building blocks that all call centers need to set have, primary call center metrics used to measure success, and key components of a winning call center script. What would you add to this? Let us know in the comments below or on Twitter at @PRFTSalesforce.