12 Critical CX Tips for Fast Growing Technology Companies

Remember the time when tech companies gained remarkable growth because they knew how to “sell their brand” rather than the product to the client? Customer experience (CX) became an integral part of the marketing mix when companies realized how proper customer interaction dictated the success of their businesses. 

Delivering great customer service can only be possible if the company understands the critical nuances of CX.

How to Outsource Customer Service the Right Way

1. Focus On Customer Journey Mapping

The first step to attaining customer loyalty, according to 78% of experts, is prioritizing the intricacies of the customer decision journey. Marketers of the company should plan a customer journey map by using search data to define touchpoints that are bound to enhance the sales of the company’s products and services. 

2. Have A Well-Planned Execution Process

In order to gain customer satisfaction, businesses need to provide great customer service. This excellence can only be achieved if the company has a well-defined execution process that includes receiving feedback data from clients. That way, the company is able to curate the services according to the needs of the target market. 

3. Adapt And Extend Your CX

When devising a plan on how to outsource customer service the right way, companies should take advantage of mobile channels to reach and engage users. According to a survey, companies that exhibit their skills through extended digital channels are able to generate more leads compared to those that stick to more traditional marketing methods. 

4. Have A Client-Centric Culture 

The company can only provide a great customer experience if it’s innovative enough to use technology and people to establish a client-centric culture. This includes appropriate customer care and engaging with clients by staying connected with them through various platforms. 

5. Make Your CX Delightful

When offering customer support and other customer experiences, it’s best to create an experience that does not include complex operations or hard-to-navigate interfaces. Make it delightful by keeping it simple yet creative for the clients. 

6. Set Up Key Metrics And Monitor Them

A company can gain insights into its services’ effectiveness if it defines KPIs and constantly monitors them via different analytical tools. Reviews on social platforms also enable tech businesses to understand their company’s impression on the market as well. 

7. Leverage Surveys and Reviews

To understand how effectively a company’s services and messages are being communicated to the clients, it’s necessary to create well-planned surveys that would enable the company to understand clients’ thought processes. A survey has the potential to not only raise awareness regarding the client’s psyche but also significantly contribute to cost savings since the company can work on targeted issues within the business. 

8. Ensure Quick Response Times

The world is fast-paced. Customers tend to lose interest if a company’s customer service takes days to respond. According to statistics, companies with quicker response times tend to achieve 30% customer loyalty compared to their slower counterparts. 

9. Combine Technology and Human Expertise

It’s highly integral to your company’s success to incorporate the power of automation, technology, and human expertise to develop and maintain solutions ideal for your consumers. 

10. Stay Human And Relatable

According to a survey, customers tend to show loyalty toward more relatable and humane companies compared to those that tend to be bleak and monotonous. It cannot be stressed enough how important it is to listen to and identify the customer’s needs. 

11. Leverage Conversational AI

Statistics show that 70% of customers lose interest in a business if their initial customer experience goes awry, which is why it’s imperative to invest in AI chatbots/virtual agents for customer support so that the company is able to quickly and effectively answer all customer queries in any language possible. 

12. Offer A Personalized Experience

For the company to attract customers, the business should be able to provide a personalized experience to its existing customers. It’s best to make the customer feel appreciated through little acts of personalization. 

Infinit-O partners with the world’s most rapidly expanding Technology, Financial, and Healthcare companies seeking to scale more effectively and advance their brand, providing a strategic advantage. Demonstrated by our world-class Net Promoter Score of 71, we deliver the highest quality outsourcing services using our unique data-driven approach – combining powerful technology and high-performance teams within our highly-engaged and agile culture. Our expertise includes Customer Experience, Back Office, Sales, Data Science, and Engineering.

Visit our website for a consultation and more details.