Five ways to deliver a total customer and employee experience

Since the beginning of the pandemic we have faced a business scenario that, until then, was unknown to most companies. Quickly, they had to pay attention not only to the new business reality to support their employees in the digital world, but also to keep up with the current profile of customers and thus offer a total experience to employees and customers, it is In other words, facilitating contact and interaction between them has become a constant search in organizations.

For this to happen, it is not enough to simply dominate digital channels. Companies must adapt to the hybrid world and have a precise strategy composed of continuous optimization and targeting. In this context, we have compiled five tips to help companies deliver a total customer and employee experience to ensure business success and continuity in the digital age:

1. Connect all touchpoints in your customer and employee digital journey

It’s important for both customers and employees to be able to interact through multiple channels, including voice, email, chat, video, text and social media. For this reason, companies must offer a homogeneous and personalized service, offering the employee everything “on a single screen”.

This will innovate employee experiences under a modern and customizable workspace that easily provides customer information from different applications and systems on a single desktop screen, allowing them to handle multiple interactions simultaneously and receive data from different sources without changing of screen, facilitating the service, generating a good experience for the client and, consequently, reinforcing their loyalty and defense of the brand.

2. Invest in self-service and provide customers with optimal experiences and services through personalized interaction

Develop your team and create smarter interactions with customers, empowering them to take action and get the information they need through self-service and support capabilities.

By enabling employees to anticipate needs and personalize the consumer experience (understanding their buying journey and having a view of the timeline of interactions), a complete package of information is generated that allows them to be fully trained and equipped to respond appropriately. proactively to inquiries. In this way, role selection capabilities will go far beyond traditional skills-based routing to consider behaviors, interactions, employee skill sets, and business objectives.

3. Engage employees with powerful workflow collaboration

Invest in tools with engagement to motivate, empower and coach employees from recruitment to retention. It’s also important to provide continuous, always-on collaboration for employees everywhere, across channels and devices, making it possible to connect different roles and break down silos between employee and customer workflows.

4. Be ready to innovate at any time

It is important to understand that the world is constantly evolving and your business needs to keep up with these changes to successfully maintain business continuity. Therefore, invest in technologies that allow you to constantly refine and redefine your business as well as integrate the various messaging channels into a single system to allow you to track customer expectations, which are also constantly evolving, and thus help the company to offer unique experiences.

5. Make sure you have the right solutions that fit your specific needs.

In order to innovate and be able to compete in today’s markets, it is essential to have the right tools and solutions, but without a doubt it is even more important to be able to assume these investments in the most intelligent way and partner with technology companies that can provide you with flexibility when it comes to invest in technology without having to get rid of what you already have in place.

By Ricardo Pena, Director of Sales Engineering and Alliances, Avaya Brazil