Digital has changed the game. Many studies have shown that customer satisfaction is still based on one constant: the possibility of interacting with another human being.
While web platforms, applications and robots allow a large part of customer requests to be processed more quickly and efficiently, human interaction still plays a large role in satisfaction. oman whatsapp data
This is where the call center plays a leading role in customer satisfaction and in building a successful customer experience.
However, call centers have a rather bad reputation among callers, partly because of many years of using a call center being a chore.
But that can change!In fact, call centers can be considered to make two major mistakes that undermine the experience offered to callers:
ask for too much effort
sacrificing quality for speed
Efforts should be banned
Complaints processes are often lengthy, complex, and sometimes even designed to discourage dissatisfied customers from speaking out.
However, to provide a good customer experience, it is necessary to have a smooth, easy and transparent complaints process in place.
By giving the user the choice of entry point, and guiding them through the process rather than directing them to a generic application or website, for example, we can deliver a positive experience.