It’s true. Even though things seem to have somewhat normalized, companies are still continuing the virtual workplace. But, when it comes to customers, how do we continue to give them that ‘wow’ factor throughout the customer experience journey from behind a computer screen or phone? Well, we have four points that can help your company to humanize CX strategies in the virtual workplace.
1. Use of TroubleShooting Videos
Your agents can listen to customers voice their concerns, but sometimes the customer may need some additional support. We live in an increasingly virtual workplace and cannot attend to customers’ needs in person every time, so your company can bring value to the customer through recorded videos clips through email. For example, Incept uses the video platform, Vidyard, to create short videos explaining how to perform tasks that are required by agents. The videos allow others to see the representative on the screen while they take you step-by-step through a variety of processes.
Furthermore, your company can benefit from video platforms, such as Vidyard, for internal and external needs. By giving your customers videos through email for their concerns, your team is creating a unique and value-based experience throughout the customer journey. Customers will still be able to call your agents in regard to their pain points and needs, but your company will also have the ability to create a connection between the agent on the video and the customer in need of an answer or solution.
2. Constant Communication
So, your agents have shown customers an alternative way to access your company’s support and have their questions answered, but how can your team bring value to the customer during a call? The answer is clear and constant communication. We understand it’s difficult to show communication skills and personality in a virtual setting, but small talk or humor in the beginning of the conversation allows the customer to get a more personal experience.
Your company should stay focused on the customer's concerns and needs, but light-hearted communication allows customer service representatives to connect with the customer like they are in an office setting. Mainly, if your team shows the customer that they care about their needs and their services through constant communication, your company will stand out from other competitors, even in a virtual workplace setting.
3. Have Empathy
Constant communication is important to show the customer your agent’s attentiveness and excitement for the relationship, but having empathy shows that they really care. But, what is empathy? Empathy is like being in the customer’s shoes. You can understand their feelings almost like you are experiencing them. When your company understands the needs and feelings of the customer, it boosts the entire experience. It shows that your company cares about the customer, and it brings value to the experience because your representatives are showing that the customer’s concerns matter. Empathy should be a top focus in your company’s mind when representatives are talking with a customer because it humanizes the customer journey experience, and it ensures that the customer is satisfied.
Want to learn more about empathy in a remote CX? Check this blog out.
4. Humanize Brand Image
To humanize CX, your company can start from the very beginning of your company -- the brand image. Every company has something unique they want to convey to the customer, whether that be a charity you support or celebrity partnerships you just secured. But, having a unique brand story that shows your support of the customer brings a human aspect to your company. For example, Incept’s brand story is that we bring the human element of conversations back to customer experience (InceptResults) which shows the customer that we want to communicate, listen and improve the relationships between our clients. Therefore, before your agents start the conversation with your customer, think about the brand image that will humanize CX and give your company that competitive edge in your industry.
There are so many ways that you can give your customer a ‘wow’ experience during a conversation, but we believe these four ideas are the stepping stones to show the customer that you really care, even if you’re behind a computer screen. The four points of videos through email, constant communication, having empathy, and humanizing the brand image are valuable ideas that can show the customer how important they are to your company. By using these points, your team will be able to address the customers with confidence because your representatives care about the customers and the business they bring.
Discover more about bringing value to the customer and the CX improvements your company can achieve with Customer Journey Mapping.
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