Although only 44% of companies have adapted to the digital transformation, the interactions between companies and customers have long evolved. Information that used to be exchanged on a call or in an email is now available anytime, anywhere, on any platform. Making customers much more informed and empowered.
This evolution not only forces companies to offer an integral or holistic experience, in order to effectively reach their consumers. But also, to optimize usability or the way they interact with their products and services.
Two concepts, one goal
In order to achieve this balance between customer needs and demands, it is essential to have a good Customer and User Experience strategy.
The user experience deals with all aspects of the interaction with services and products. For example, a customer can easily find a contact form on the web or can use a service clearly or intuitively.
While the customer experience, is a broader concept. As it covers all points of contact with the brand and can also measure the interest, loyalty or satisfaction of a user.
Although there are small differences between these concepts, the User Experience is embedded in the overall Customer Experience strategy. It allows you to analyze the relationship between them and identify the main problems and deficiencies that need attention. Personalizing the customer journey to the maximum and achieve a satisfactory global experience, which is a competitive advantage for the company.
Employee impact on user experience
The importance of providing a good user and customer experience is clear, and its adaptation must start with the contact center.
If a customer contacts the customer service, where the agent does not have an omnichannel solution that shows all the information and historical interactions, to ensure a quick and efficient resolution of any request, the quality of their work will be affected.
Providing employees with innovative, intuitive and easy-to-use tools is essential. Companies can thus ensure high levels of employee engagement by providing a knowledge base of their customers. Ensuring a quick and efficient resolution of any request. Which translates into:
- An increase in first call resolution and conversion rates.
- More consistent experiences.
- Improved brand reputation.
- Increased loyalty, reducing churn.
As we can see the user and customer experience overlap and make the customer journey free of problems and frictions. Making life difficult for both users and customers is not only the fastest way to fail. It also has emotional and tangible consequences in times when expectations have risen dramatically.
