Blog
7th August 2023
Latest UK customer satisfaction results make for fairly grim reading. Dropping year on year, the UK Customer Satisfaction Index shines a light on more financially strained customers (with more emotional needs) and organisations taking longer to handle complaints.
What might have worked before won’t quite cut the mustard anymore, which is hardly surprising. Economic uncertainty, customer demand and a loss of staff form a potent mix for most organisations — where tech is often seen as the panacea for all customer service woes. Yet in reality, we’re seeing tech buyers regretting their decisions as they seek to deliver a great customer service.
They’re benchmarking themselves against the best of the best across all sectors.
Take for example UK Power Networks, named as the top utility provider for customer service. In a sector facing numerous challenges over the past year, that’s an achievement worth shouting about.
They, and the other organisations which placed in the Top 50, have understood customer pressures empathising and personalising services to individual needs. They’re also giving employees the tools they need to deliver this great service AND using automation, omnichannel solutions and self-service to support them. All that means they can focus their staff on meeting more complex customer needs.
With the right customer-focused tech, organisations can exceed customer expectations with tools that effectively handle and eliminate complaints, freeing up resources to focus on care and the human touch. And by making it easy for employees to work with these automated processes, customers and the organisation benefits.
Gartner tells us 56% of all technology buyers have a high degree of tech regret. Two-thirds of those tech buyers aren’t in IT and buying processes have changed. But what about no-regret buyers? What are they doing differently to achieve success?
Buyers satisfied with their decisions have three things in common – they’re thorough, focused and disciplined. Which all seems fairly obvious. But when you’re balancing a desire to innovate with wider business goals and stretched resources, the picture can very quickly cloud over.
And it’s why making the right provider/supplier choice up front is so important. By following these three top tips, you’ll match up with the right partner invested in your ultimate success:
Strong supplier engagement means you’ll make better decisions from the start. An experienced provider will work with you to thoroughly clarify desired outcomes and your top objectives before implementing tech.
Solutions address challenges so look for a partner that engages with you to share similar customer success stories, highlighting relevant innovations across other sectors. And, perhaps most importantly, they’ll clearly explain how the solution can be tailored to meet your specific needs.
Your provider should work with you to focus on your current and future needs. Scoping your requirements carefully, they’ll take time to assess your existing technology landscape to meet your long-term performance goals.
This is where experience in your industry really counts. The right supplier will help you focus on what’s necessary, helping you justify overall value over time.
Finding a supplier invested in your long-term success means providing support throughout the solution lifecycle. To deliver the most value most rapidly requires excellence in delivery and enablement. After sales support is a key differentiator to look out for, along with evidence of successful long-term relationships with other customers.
As organisations seek to improve efficiency, communicate better and give customers more personalised support, the right tech choice will impact customer satisfaction. Investing in the right tech partner, like Netcall, you will not only save money and sharpen processes but look forward to increased loyalty and advocacy. It’s why 9 out of 10 customers recommend us.
Many organisations, having adopted advanced technologies like automation RPA, low-code and AI, can fall into the trap of using these technologies in isolation, failing to adequately connect them and use them interactively. This obstructs the key benefits of intelligent automation…
In today’s fast-paced digital landscape, great customer experience has become a pivotal factor in the success of businesses across industries. To meet the growing demands of customers, companies are constantly searching for innovative ways to streamline their operations and enhance their interactions with clients.
Customer care is at an inflection point: demands are higher and resources are limited. According to a McKinsey survey, organisations’ existing capacities are being challenged by higher call volumes and more complex and challenging enquiries. Employers are also struggling to retain customer care agents, who are being poached by competitors or feeling dissatisfied in their work.
In 2000, less than 7% of the world had internet access. Fast forward to today and that figure rises to a whopping 63% — a fact that’s even more astounding as it includes emerging and developing economies — where 93% are on social media. Just think, most of us didn’t even know what that was in 2000.
Keep up with regular news from Netcall – you’ll hear about cut-through process automation and communications solutions to help you achieve your business goals faster.
Find out why why 9 out of 10 customers recommend Netcall