In today's digital age, where competition is fierce and consumers have endless choices, a strong brand is no longer enough. Customers are increasingly basing their decisions on the experiences they have with a company, from the first interaction to the after-sales service.
This blog post will delve into why customer experience (CX) is essential for building a successful brand in the modern era.
Let's illustrate this point with a personal example. When it comes to online fashion shopping, I tend to favor Myntra over TataCliq or AJIO. This is primarily because Myntra excels in two key areas: a user-friendly platform that makes finding what I need a breeze (excellent UX), and a customer service team that consistently provides fantastic support (outstanding CX).
There are a few expectations from a customer today which companies should meet:
Get 24*7 support (a self-service approach works outside business hours)
Omnichannel communication to reach out to support
Context-aware customer service team to avoid repetition of issues during call handoffs
My journey with Zoom Contact Center
I recently tried Zoom Contact Center to set up a use case, and even with no prior contact center experience, I was surprised at how easy it was! The drag-and-drop functionality made building a call flow incredibly intuitive. This user-friendly approach has me excited to explore the platform's full potential.
What was the use case?
John (age 55), ordered a self-watering kit for his garden, a little skeptical on how these new age start-ups would provide seamless experience as he got from offline stores.
The kit is delivered and John follows the DIY video tutorials and assembles the kit. To be safe with electrical wiring he wants guidance from customer support staff.
John took out her mobile phone and scans the QR code on the box of the kit. He enters his mobile address and selects the "installation help" button to connect to customer support staff.
Customer support agent (Amlesh) is now connected to John. As Amlesh is aware that John needs installation assistance, he sends a video call request to John.
Amlesh guides John on the video call and the self-watering kit is now functional. John is impressed by how quick and easy it was to get customer support on a video call to help him out.
The following steps were taken on the Zoom platform to configure this use case:
Virtual Agent - to accept the inputs from the end user, understand the correct intent and provide self-service video tutorials if required
Contact Center messaging queue - to assign agents for end user's help.
Contact Center flow - to accept requests when chat messages are transferred from the virtual agent to the contact center)
Disposition sets - to configure correct context for end users engagement
Campaign Management - to personalize and manage the website experience for end users when they connect with the company
Here is a short video, displaying the user and the agent journey.
How Zoom Contact Center helps in enhancing your customer experience:
With Zoom virtual agent, a lot of self-service requests can be resolved without contacting support agents
When the request reaches the agents, they have all the conversation history and the context of the issue. This helps agents provide right information thus reducing time to resolve the issue
Agents can upgrade the call from voice/chat to video with a click of a button; this helps agents understand the issue better and can guide accordingly
As Zoom Phone and Contact Center are in the same platform, agents can transfer the call to their back office colleagues to help resolve the issue if they need additional support
I haven't even touched how AI Companion and AI expert assist is embedded into Zoom contact center that helps agents provide faster and relevant response to the customer. That's for some other blog. Stay tuned..
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