5 Ways to Remove Friction in Your Customer Support Channels in 2021

Customer Experience | 3 minute read

Over the past few years, CX has become more than just a hot topic. It’s become the heart of business conversations.

To truly provide the best service for your customers, you need to focus on their entire journey with your company — examine their touchpoints, interactions, and expectations and ask yourself: Is there a way to make this process simpler?

To truly provide the best service for your customers, you need to focus on their entire journey with your company — examine their touchpoints, interactions, and expectations and ask yourself: Is there a way to make this process simpler?… Click To Tweet

We’ve put together a list of technologies that can help you reduce friction in your customer support channels just in time for the new year!

1. Bio-authentication

Facial recognition and fingerprint scanning are some of the ways your customers are accessing a key-free world. The biometric system market is expected to grow to $33 billion by 2023.

Aside from the security benefits, bio-authentication technology plays a huge part in eliminating friction (no more clunky, complicated passcodes) and creating opportunities for more personalized services and experiences.

2. Smarter self-service options

When designing a superior CX strategy for your business, it’s not just about how you can serve your customer. It’s about how you can empower them to address their own issues as well.

With millennials forming the majority of consumers and Gen Z right on their heels, it makes sense to provide them with the tools and tech they need on their smartphones. By providing self-service options (such as chatbots or FAQ pages), your customers can quickly and easily find the answers they’re looking for without clogging up your phone lines.

3. Smarter query routing

One of the biggest friction points in a contact center comes from customers who connect to the wrong department. So begins the dance of endless hold time and call transfers — a waste of time for both your agents and customers.

By reviewing your IVR menu and walking through your customer journey, you can pinpoint any areas of confusion or friction for your customers. Consider the most common queries your agents receive — are the prompts absolutely clear? Are there any gaps in your offerings?

TIP:

A Visual IVR is a great alternative to a phone menu. It allows your customers to select options on a smartphone screen, rather than replaying the audio options over and over (“Press 1 for X… press 2 for Y…”)

4. Better accessibility

One of the biggest turn-offs for customers is not having access to support when they need it! No, we’re not just talking about having your phone lines open 24/7 — we’re talking about being there for all your customers, including those who have time constraints and special needs.

Don’t just consider ease of accessibility for your “average” customer. Think of your elderly customers who may struggle to locate an FAQ on your website, closed captioning on videos for your customers who are hard of hearing, and simple website layouts for your customers without access to high-speed internet.

A visual IVR can be a very powerful tool for making your contact center more accessible. And it allows you to optimize the flow of customers from your website to phone lines.

5. Call-back technology

No customer is happy when they feel their time is being wasted. Yet call centers still operate on the same old system, expecting their callers to wait for the chance to be connected with a support agent.

When a service becomes a hassle for the customer, it becomes a chore. Don’t expect your customers to earn your help. Call-back technology is the best way to provide a simple service that says, “we value your time!” while easing the burden off your support agents.

Find Out All the Contact Center Trends in 2021

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