Boost your CX in 2023 with actionable indicators

The new customer 23.0: Boost your CX in 2023 thanks to actionable indicators

The 2023 customer dresses in Prada
Who is the 2023 customer?
What implications for call centers?

1. The 2023 customer dresses in Prada

The 2023 client is deeply tired and weary in the face of a great mental load. Suffice to say that in view of the current economic situation, the last two years have been an anthology of creativity to aim to perform and encourage purchasing action among our prospects. Our customers are therefore over-demanded in various ways and on ever more diversified channels.

Rationality, immediacy, demand for consideration, the 23.0 client is a perfect synthesis of the resounding upheavals of the last two years. Without recalling the health crisis which has turned all spheres of our lives upside down, economic, political, social and private, armed conflicts near European borders are forcing us to review some of our priorities, and sometimes pushing us to leave our comfort zones. very complicated to leave.

How to maintain and boost your customer satisfaction in this strange context? Finally, we give you the actionable indicators to achieve this:

Reason before action

- Omnipresence

- Consideration and nuturing

What impact for call & contact centers?

- Pragmatism, efficiency and personalization

- Technology at the service of immediacy

- An omnichannel solution

- On-premises in the closet

- CX 2023

2. Who is the 2023 customer?

a) Reason before action

No more compulsive purchases, no more impulsive decision-making, time for reflection. This is one of the main 2023 resolutions for many of our customers. Many companies must review some of their financial priorities, which pushes many managers to strengthen the decision-making process for more reasoned actions. Less unnecessary spending, priority on the essentials, but the essentials are qualitative. The investment must be profitable and sustainable.

b) Omnipresence

The 23.0 client is present everywhere, all the time. In a hurry and stressed, he seeks to receive the answer to his question as quickly as possible using all the channels available to him. Both in voice and in instant discussion such as chatbot, social networks, you have to be responsive on all fronts.

c) Consideration and nurturing

According to the CX Trends 2023 report by Qualtrics, 63% of customers, across all sectors, are asking companies to listen to them better. When we look at reviews regarding customer services, respondents very often say they are dissatisfied due to the lack of empathy demonstrated by the service in question. Customers today expect to be listened to and taken seriously. There is no more question of passing the ball from service to service, the resolution rate on the first call here is directly affected. Your agents are expected to be both empathetic, optimizing their time to listen attentively to the customer’s request, but also to demonstrate increased competence to be able to respond quickly and efficiently.

3. What implications for call centers?

a) Pragmatism, efficiency and personalization

I understand that sounds like a lot, and believe me, it is. But it is not impossible. For this to come to fruition, your agents must have all the information on customer needs in order to anticipate potential centers of interest.

Here are some concrete actions to put in place to achieve this:

Allow your agents to access chat/call history so they can listen to or read previous conversations they had with customers
Have a script linked to your CRM to store information from exchanges with customers and thus preserve the data.
Have a solution that allows you to configure a preferred agent based on your business needs (for example, customer calls can be redirected to the last agent they spoke with, or go further into the funky with this functionality and imagine specific agents for VIP customers).
Provide information and escalate boxes in less than 2 minutes, especially if you work in debt collection, insurance or after-sales service. Opt for a solution that can automate these tasks by linking your activities together, depending on the qualification level chosen by the agent, integrating your CRM for live updating of information.

Likewise, waiting is no longer an option for our 2023 customers! The “please wait, you are number 7 in the queue” needs to be removed once and for all. We’ll probably repeat this often, but find a call center solution with a killer IVR (don’t look for noon to two p.m., it’s right in front of you) and that incorporates the essential features:

Reminder opportunities when overflow is triggered in your campaigns.
Adapted to each of your call activities (no need to have an IVR that indicates the debt recovery service in its menu if the number called by your customer is that of customer service).
Capable of launching flash messages that you can configure freely when you have peaks of activity.
Who routes calls to agents based on their skills and not to just any guy in the call center who has no idea what to say.
Which interacts with a solution that takes into account your other campaigns (let’s say you have inbound and outbound activity and one of your potential prospects called you previously to set up an appointment, it would be a bit awkward to then call in an outgoing campaign).
Configurable before and after calls to broadcast a satisfaction survey, send an SMS or a confirmation/summary email.

Be proactive with your customers and don’t just offer after-sales service! Get a head start by setting up outbound campaigns to:

Call them following a purchase depending on your sector of activity (follow-up after 30 days for B2C sectors. For B2B sectors you can schedule a follow-up campaign for 30 days, 3 months, 6 months, 9 months., 1 year ). In Nixxis Contact Suite, you can automatically send contacts into nurturing sequences based on their qualification.
If you manage an e-commerce, call your abandoned carts and double your conversions!
These are just a few ideas, but the possibilities for providing excellent customer service are endless! Contact us to find out more!😊

Here are some concrete actions to put in place to achieve this:

Allow your agents to access chat/call history so they can listen to or read previous conversations they had with customers
Have a script linked to your CRM to store information from exchanges with customers and thus preserve the data.
Have a solution that allows you to configure a preferred agent based on your business needs (for example, customer calls can be redirected to the last agent they spoke with, or go further into the funky with this functionality and imagine specific agents for VIP customers).
Provide information and escalate boxes in less than 2 minutes, especially if you work in debt collection, insurance or after-sales service. Opt for a solution that can automate these tasks by linking your activities together, depending on the qualification level chosen by the agent, integrating your CRM for live updating of information.

Reminder opportunities when overflow is triggered in your campaigns.
Adapted to each of your call activities (no need to have an IVR that indicates the debt recovery service in its menu if the number called by your customer is that of customer service).
Capable of launching flash messages that you can configure freely when you have peaks of activity.
Who routes calls to agents based on their skills and not to just any guy in the call center who has no idea what to say.
Which interacts with a solution that takes into account your other campaigns (let’s say you have inbound and outbound activity and one of your potential prospects called you previously to set up an appointment, it would be a bit awkward to then call in an outgoing campaign).
Configurable before and after calls to broadcast a satisfaction survey, send an SMS or a confirmation/summary email

Be proactive with your customers and don’t just offer after-sales service! Get a head start by setting up outbound campaigns to:

Call them following a purchase depending on your sector of activity (follow-up after 30 days for B2C sectors. For B2B sectors you can schedule a follow-up campaign for 30 days, 3 months, 6 months, 9 months., 1 year ). In Nixxis Contact Suite, you can automatically send contacts into nurturing sequences based on their qualification.
If you manage an e-commerce, call your abandoned carts and double your conversions!
These are just a few ideas, but the possibilities for providing excellent customer service are endless! Contact us to find out more!😊

b) Technology at the service of immediacy

This is where automation becomes your best friend. Self-help is highly appreciated by the 2023 customer. Thanks to it, you can now be on all channels at the same time! Thanks to its ease of implementation, quickly provide answers to your customer from your FAQ. Opt to use this function for simple requests and transfer more complex requests to your agents.

c) An omnichannel solution

It may be reheated, but nevertheless so essential. Always with a view to efficiency and customer satisfaction, a contact center solution must today be omnichannel for several reasons:

Allow your agents to manage all communication flows on a single platform, at the same time.
Offer your customers the best possible customer experience. Let’s say you have a problem with your latest purchase, you will contact the brand on Facebook, on their website chat, by email and finally by phone in the hope of getting a response as quickly as possible. The same logic should apply to your call center and thus skyrocket your first contact resolution rate!

d) On-premises in the closet

Good CX starts with a good employee experience. Over the past three years, cloud has come to the fore with amazing capabilities like cost reduction, scalability, and many more, which you can read in our article on cloud vs. on-premise comparison Above all, it has enabled employees to have a better work-life balance by creating remote working opportunities. This subtle change has actually accelerated the need for companies to have better employee experience policies. And we all know that happy employees make happy customers.

e) The TC or CX 23.0

Continuing on employee experience, 2023 is the era of “total experience.” In addition to providing excellent customer service, you need to create a 360-degree experience by including the true heroes of great CX: Your agents and partners. “Total experience” is all the rage and aims to improve work processes and the experiences of everyone in your business.

At Nixxis, we place the experience of your agents and customers at the heart of our solution. In addition to providing you with stable, reliable and scalable software, we have conceptualized our solution to get the best out of your agents and your database and thus transform your call center into a joyful productivity machine.