Modern customers expect customer support reps to be aware of their previous interactions with the company. For example, maybe they have talked with your support team multiple times about a specific issue. Having to re-explain that issue over and over again is frustrating and impacts their opinion of your brand—and willingness to continue patronizing your business.
To make matters more complicated, those previous interactions us country code phone number are likely spread out across more than one channel. That’s because most customers use multiple channels. In fact, 50% use more than four channels today, compared to only 7% more than a decade ago.
So to provide an excellent experience, your support reps need to see all of these previous interactions.
When they can do so, they will better anticipate the customer’s problem. Being able to move directly to the next possible solution on the list or escalate tickets if needed saves your customers time and frustration. Anticipating their needs can go a long way toward improving the customer experience.
And customer service has never been more important.
Almost 90% of customers report trusting a company whose service they rate as “very good.”
Almost three out of five consumers report that good customer service is key to feeling loyalty toward a brand.
And 93% of customers are likely to make repeat purchases from brands who offer excellent customer service.
But standing out from the competition doesn’t only require arming your support reps with high-quality data. You also need quality processes in place to ensure that data is used.
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4. Negative Customer Experiences
When a customer database contains a lot of duplicate data, the customer experience is guaranteed to be sub-par. Customers are more likely to receive the same message multiple times. Segmentation is also more difficult, leading to less personalized campaigns.
When you have duplicate data, your sales reps will ask prospects the same question multiple times. A prospect’s interactions with your company will feel scripted, automatic, and out of touch with their needs. When your reps lack context and information, they will simply "go through the motions" and provide a generalized sales experience to your customers.
And if that prospect becomes a customer despite all these issues, duplicate customer records will impact the level of support that they receive. Reps will be slower to react and won’t have the context they need to deliver a stellar experience when that customer comes to them with questions.
Duplicate data rears its ugly head throughout the customer lifecycle, making every interaction a little worse than it needs to be.
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