Proactive Communication
Posted: Wed Feb 12, 2025 5:43 am
Miller concludes, “So being early, setting expectations, communicating frequently, those are the things that we are seeing not only customers expect, but the companies that do well are going to earn loyalty that’s going to carry on well beyond this period.” Businesses would do well to implement these three simple tricks to retain customers long after the pandemic is over.
SVP of Sales and CX at Kustomer, Bhambri sets the standard high for other CX colombia phone number list teams. Bhambri understands that customers are happier when they feel their needs are being handled in an effective manner. He says this is accomplished through setting service expectations with honesty and by being available to solve customer’s issues promptly. He adds that the concept of too much communication between the agent and the user simply doesn’t exist in the realm of CX. Proactive communication happens when product and order updates are sent at each relevant step.
If this is too much communication, Bhambri explains, “Give them the option to opt out. But otherwise at every juncture that’s relevant, I would make sure that I was proactive with my communication.” By showing up and being openly available, agents are better able to get to the root of the customer’s issues in a timely fashion. The more openly a business communicates right now, the better.
The Role of AI in CX
AI has come to the forefront of the recent CX discussions. While not completely replacing the importance of human-to-human interaction, AI has infiltrated the service industry by easing the roles of CX agents by better filtering user issues.
Highly anxious customers can burden customer service agents to the point of being overwhelmed. Companies are integrating AI into their CX to get a better handle on customer service. Miller has deployed an AI program at his company to help catch carrier delivery problems before they happen. This AI is helping meet the new types of service expectations previously mentioned and helps their business have proactive communication. To further explain his AI integration, Miller emphasizes:
“When you can reach out to the customer, you can reassure them, you can appease them, you can reset expectations, you can talk to the carrier about the issues. So it’s really for us all about identifying stuff that the carriers aren’t telling you and that you can’t otherwise as explicitly see in the network so that you can get out in front of these issues and create better customer experiences. That’s the biggest place where we’re deploying it.”
SVP of Sales and CX at Kustomer, Bhambri sets the standard high for other CX colombia phone number list teams. Bhambri understands that customers are happier when they feel their needs are being handled in an effective manner. He says this is accomplished through setting service expectations with honesty and by being available to solve customer’s issues promptly. He adds that the concept of too much communication between the agent and the user simply doesn’t exist in the realm of CX. Proactive communication happens when product and order updates are sent at each relevant step.
If this is too much communication, Bhambri explains, “Give them the option to opt out. But otherwise at every juncture that’s relevant, I would make sure that I was proactive with my communication.” By showing up and being openly available, agents are better able to get to the root of the customer’s issues in a timely fashion. The more openly a business communicates right now, the better.
The Role of AI in CX
AI has come to the forefront of the recent CX discussions. While not completely replacing the importance of human-to-human interaction, AI has infiltrated the service industry by easing the roles of CX agents by better filtering user issues.
Highly anxious customers can burden customer service agents to the point of being overwhelmed. Companies are integrating AI into their CX to get a better handle on customer service. Miller has deployed an AI program at his company to help catch carrier delivery problems before they happen. This AI is helping meet the new types of service expectations previously mentioned and helps their business have proactive communication. To further explain his AI integration, Miller emphasizes:
“When you can reach out to the customer, you can reassure them, you can appease them, you can reset expectations, you can talk to the carrier about the issues. So it’s really for us all about identifying stuff that the carriers aren’t telling you and that you can’t otherwise as explicitly see in the network so that you can get out in front of these issues and create better customer experiences. That’s the biggest place where we’re deploying it.”