Discover what is 'Unified Customer Experience' now and transform your business with seamless customer interactions.
May 14, 2024
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According to Forbes, businesses with poor customer service risk losing 75% of their customer base annually. Feeling the urgency? We've got the solution: Unified Customer Experience (UCX). Buckle up as we explore what is a unified customer experience to transform your customer service game. Elevate your brand, unify your interactions, and get ready to succeed in providing an unforgettable customer experience. Your journey to customer satisfaction starts now – let's dive in!
Unified Customer Experience (UCX) is a system that ensures consistency in every customer interaction. It means maintaining the same content, cohesive branding, and functionality across various channels and touchpoints.
In simple terms, it's about ensuring customers get a similar and seamless experience every time they connect with your business, no matter how or where they do it.
Now you have a clear idea about what unified customer experience. Let us take a look on the benefits of unified CX:
The churn rate, a critical business metric. It is the percentage of customers who stop using your company’s product or service within a certain time. It reveals how many customers your business loses and why.
Poor customer service can lead to a higher churn rate, indicating unhappy customers, poor market fit, or increased competition, which impacts your company’s profitability and reputation.
On the other hand, unified customer service provides a seamless and consistent experience across all channels. Leading to greater satisfaction and stronger engagement strategies.
Whether email, chat, or call, unified customer service ensures customers receive a reliable and unified experience .
With unified customer service, a representative has quick access to all the details and information about the customer's entire history, like the customer's profile, including preferences, purchases, and previous interactions. And that's how they get to understand the context of the problem and provide solutions without the need for customers to repeat details.
And swift problem solving brings customer satisfaction. Remember, a happy and satisfied customer is likely to become your vocal advocate for your business and create a ripple effect.
Trust is a cornerstone of any business. Unified customer service strengthens a sense of emotional bond between customers and the brand. It enables proactive customer service among customers.
Whether offering assistance, seeking feedback, or providing relevant information, unified customer service fosters seamless customer satisfaction and loyalty.
Unified customer service improves customer insights through customised reporting and analysis of analytics dashboards. It allows the specific company to focus on metrics and KPIs (Keyword performance indicators) relevant to their business objectives.
Unified customer service helps to build a comprehensive customer profile, analyse behaviour, and make informed decisions.
With unified customer service, businesses set the company apart from the competitors who struggle with disjointed customer service across various digital touchpoints.
The ability to understand each customer's needs more and offer a more personalised experience to those who might not have those customer insights.
Several technologies help businesses to get a unified customer experience. These technologies are designed for your customer to help you with a streamlined service, collecting and analysing your customer data.
Let us show you some key technologies for better unified CX—
DXP is a toolkit for businesses to create a seamless online experience. It ensures every customer receives user-friendly and consistent support across apps, websites, and all digital platforms.
It empowers a brand to stay ahead in the race of the digital landscape, where customers are exceeding their expectations every day.
DXP provides an integrated and rationalised framework for delivering a unified Digital Customer Experience (DCX).
💡 Meet such a DCX platform is Mevrik which provides a seamless unified inbox to supercharge customer experience.
Leveraging a robust customer data platform is like having a treasure trove at your fingertips. This technology allows us to anticipate customer needs and organise and unify customer data across various touchpoints.
It provides a 360-degree view of each customer so that the company can provide more personalised support.
CXM is a secret weapon when it comes to delivering top-notch service. It ensures each customer's cohesive and delightful experience by monitoring, analysing, and optimising customer interaction.
Simply put, it acts as a command centre, bringing together all aspects of customers' journeys.
The contact centre as a service is your go-to solution for delivering exceptional support across all channels.
This technology unifies customers and the company by handling inquiries, routing calls diligently, and giving prompt responses. With CCaaS, you can provide a high standard of service to your customers that meets customer needs.
Creating a unified CX needs to align all aspects of your business to ensure consistency and quality service. Here are some steps to help you out to create unified CX—
Understanding the diverse characteristics of your customers and needs is the foundation to tailor your customer service to meet specific expectations for your different customer segments.
So, start crafting buyer personas representing different customer bases to understand their pain points.
A comprehensive understanding of your customer profile is the groundwork for delivering exceptional and meaningful experiences. This includes transaction history, interactions, customer feedback, and pre-and post-purchase activity.
So, to create a unified customer service, dig deep into customer profiles and collect data from various sources.
Mapping your customer journey is like creating a roadmap for your customer's experience with your company. It's about making sure each step feels right and works well.
Think of it as guiding your customers through a smooth and enjoyable journey, from the first time they discover your business to every interaction along the way. This way, you ensure they always have a great experience with your service.
Mapping your customer journey helps the company to create a holistic and cohesive experience, ensuring exceptional customer service at every stage.
A touchpoint is where consumers interact with businesses, whether person-to-person or through websites, apps, or any form of communication.
At the same time, pain points are specific problems that your consumers, customers, or businesses face, such as longer response time, poor customer service, ineffective communication, etc.
By understanding these touchpoints and fixing those pain points, you're making the customer experience smoother. It's about making every interaction positive and solving problems quickly.
That way, you create a happy and seamless journey for your customers.
Start defining your brand personality. Consider your brand as a person. Then, analyse whether your brand is friendly, professional, playful, or informational.
Know your target audience. Develop comprehensive brand guidelines for your company. Ensure your brand aligns with your overall brand strategy.
And that's how you can build and foster your brand voice across all communication channels.
When creating a Unified Inbox, choosing the right technology is key.
For a top-notch Digital Customer Experience (DCX), consider investing in a Digital Experience Platform (DXP). This platform streamlines communication channels, ensuring your customer interactions are smooth and cohesive.
With a DXP, you get a unified inbox and elevate your overall Digital Customer Experience, leaving your customers satisfied and loyal.
It's a wise investment for a seamless customer journey.
💡Our pick is Mevrik for a digital customer experience.
Ensuring your team is on the same page is crucial for a unified customer service vibe.
Start by familiarising them with the tech tools you're using. Train them on how these tools make their job easier and more relaxed. Show them how to find information, even if they're unfamiliar with the topic.
Plus, teach them how to maintain good service even when they're away from the screen. Lastly, guide them on using AI assistance to craft better, more expert-sounding responses.
It's all about ensuring your team is ready for any customer scenario!
The foundation of creating the best exceptional customer experience is deeply understanding customer's needs and expectations. So, you need to adopt a customer-centric mindset.
Let's delve into the best practices for achieving a unified customer experience (UCX)-
Nowadays, adopting technology is paramount in achieving a unified customer experience.
Digital experience platform (DXP), Customer data platform (CDP), and Customer relationship management (CRM) enable businesses to consolidate customer data, seamless communication, and more personalised experience. Embracing AI technology and chatbots further enhances giving customers proactive service to their overall customer journey.
Avoiding silos is marketing, meaning avoiding a method that companies use to delegate certain aspects of marketing strategy to independent departments or teams. Silos marketing messages can result in inconsistency in messaging.
Still, when a team works, it can remain cohesive across different channels. The siloed team ran separate campaigns without valuing the holistic customer journey. Avoiding silos is better for a seamless and unified customer experience.
Think of yourself as a customer and think that if you get a balanced and consistent messaging service from a brand you are more likely to remember and revisit the brand. So, to build a brand voice, you must necessitate a meticulous messaging approach.
Whether physical interaction, virtual interaction, or marketing collateral, every touchpoint must echo to instil the best customer experience.
By giving them a consistent messaging service you can meet your customers’ expectations and create positive feedback.
Giving your customers a strong personalisation experience can play a vital role in building a stronger relationship with your customer.
It requires a profound comprehension of customer behaviour, preferences, and history. It demands a careful balance between relevance and privacy.
Feedback gives vulnerable insights into the areas in business where improvements are needed.
Whether it's a product, service, or personal performance, constructive feedback helps businesses or individuals discover their strengths and weaknesses and address potential areas that need improvement.
Proactive customer service ensures problems are solved before they arise. Simply put, it's an approach where businesses anticipate and address issues before a customer seeks assistance. Businesses can proactively study customer behaviour, offering customers guidelines, FAQs, and resources.
It can be through mail, websites, apps, or any other form of communication.
💡 Proactive Customer Support With: Inside Out
Now, you may have this question in mind: from where can you get unified customer service?
Well, there are several tools and platforms to give your customers unified customer service. Here are some of the best tools for unified customer service—
Mevrik is a platform that transforms the digital customer experience of any business. It offers a lot of deals at a time to you to make your customer journey seamless.
Most importantly it offers a unified inbox which offers:
Help through AI Assists to write high quality replies for your customer.
Start your free trial today!
Zendesk is a customer service and engagement platform where businesses can manage various channels from a single interface, including all social media platforms, phone, and mail chat.
It also offers automation tools for streamlined performance.
Intercom is a customer messaging platform. With their service, businesses can customise the appearance of in-app and website chat widgets to match their branding.
It is known for its customised and meaningful experience.
The cloud is a comprehensive customer service that includes robust case management and functionality, allowing customer support teams to track, manage, and resolve customer cases efficiently.
Businesses can automate routine tasks and processes using workflows.
Front is a customer service provider that allows teams to manage emails using a shared inbox. This feature is handy for teams collaborating when responding to customer inquiries or managing support tickets.
So, join us on this journey and take advantage of unified customer service, where customer satisfaction is your priority.
What are you waiting for? Because the spotlight is on you! Take one step ahead towards unified customer service for your business.
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