In its simplest definition, customer experience is the sum of all the interactions that a customer has with a company over the course of the relationship and includes the customer’s feelings, emotions, and perceptions of the brand during the course of those interactions. Some people question whether product and price are part of customer experience.

Customer experience is actually the “umbrella discipline,” so to speak, while customer service falls under that umbrella. Customer service is just one of those interactions, one touchpoint in the overall customer experience; servicing customers is one action of many that comprise the customer experience.

Journey maps are a way to walk in – and to capture – your customer’s steps and chart her course as she interacts with your organization while trying to fulfill some need or complete some task, e.g., call support, purchase a product, etc. The map (created with customers, from their viewpoint) describes what customers are doing, thinking, and feeling at each step in the journey. With the right data integrated into the map, you can identify key moments of truth, i.e., make-or-break moments or moments during which the customer decides if she will continue to do business with you or not, and ensure that those moments are executed flawlessly going forward.

Important to the journey mapping process is to have the right customers and the right stakeholders in the room to create the maps. The right customers are those for whom you’re mapping, obviously. We typically identify the personas for which we’ll map before beginning any mapping workshop; the right customers will represent those personas. The right stakeholders include individuals from the cross-functional departments that are either directly or indirectly involved in the journey that you’re mapping.

The customer service experience is one of my favorite journeys to map because it is such a rich experience; it affords such huge teaching and learning opportunity.

People contact customer service when the product isn’t working right; the documentation isn’t clear; marketing set expectations that the product didn’t deliver; sales sold the dream and not what the product actually does; the invoice is not accurate or hard to decipher; or for a variety of other reasons. Something (i.e., the experience) broke down somewhere upstream, long before the customer even thought about calling – or even wanted to call – customer service.

In other words, when messages are misleading or confusing, when the customer has a complaint about an interaction or a transaction, or when something doesn’t work the way the customer expects, the experience is broken. The resultant action: the customer calls customer service to get help or to get answers.

This call isn’t customer service’s fault. This isn’t a breakdown in service; this is a breakdown in the experience. And so, customer service takes the beating and the anguish from the customer for something that could’ve been designed better upstream. Had that proper design occurred, the number of frustrated customers calling the call center would have been drastically reduced!!

Suggested Readings: 
TOP 6 Reasons to Invest More in Customer Experience

Have you ensured Positive CX at all touchpoints – Get your checklist

Providing a stellar customer experience  has been a cornerstone of business practically since spending and consumption have existed. However, now that the business landscape is growing increasingly competitive and companies are competing for customers’ attention more than ever before, delivering a great customer experience is even more important to increase conversions.

Here are some ways you can boost your conversions by keeping customers satisfied:

Data Source: Forbes

Customer service reports  not only provides you an overview of all customer service requests received from your customers but also allows you to identify the key areas for improvement, plan your workload and schedules of your customer support team. You can keep track of your CX trends, and most importantly, you get to know whether your customers’ expectations are met or not.
Lets have a look at the reports:

Put yourself in the customers’ shoes. How do you gauge the quality of service a company gives? What makes a customer experience an excellent one? Would you consider a normal, vanilla transaction a high-quality service?
In whatever facet of customer service, it’s often advised for businesses to underpromise and overdeliver. Underpromising sets the bar of expectations low for customers; overdeliver, means going beyond what is asked. When applied, simple requests become memorable moments; customers become more satisfied because of the positive customer experience. But is this practice worth the effort for your call center?

The debate on underpromising and overdelivering:

There are those who believe that going the extra mile merits better value, creating a positive reputation for your brand. Not only did your customer service team help your consumers, you went beyond what is expected of you to satisfy their needs. And this can influence them to be loyal to your brand.
There’s also the fact that it sets the customers’ expectations much higher. Take a look at online sales giant Amazon. Their delivery times seem to get shorter over time, to the point of considering the use of drones to circumvent traffic or getting your product delivered before you even ordering them. They continually top the promises they make and still make sure everyone receives excellent customer experiences. However, not everybody can pull this off.
In contrast, this maxim has an ironic nature. Some people view underpromising and overdelivering as withholding the best you can offer to customers. It’s like you’re being strategically deceitful by not being upfront about what you can bring to the table. It’s like you’re hiding what could get the job done immediately.
Others think the above and beyond approach is just wasted effort. According to a study, you could just always deliver (not over or under) and still gain the customers’ approval virtually the same rate as going above and beyond.
So, what does all these mean? Go above and beyond when you can and when you should. Understand that every customer is different. Some may want to feel that your call center agents are making an effort for them. Others just want things to go their way regardless of how services are delivered. What’s important are the promises you make—keep them, don’t break them.

DialDesk Whatsapp Number