How to Reduce Customer Friction and Remove Common Hurdles
Now more than ever, the customer is king. The modern landscape of customer service operations is changing, and businesses that have invested in effortless and easy purchase and support experiences will continue to thrive, leaving slow-to-adapt competitors behind.
With the unprecedented events of the current decade creating a sudden and dramatic shift across the global workforce, the customer journey has never been more important. Global labor shortages continue to strain day-to-day operation, complicating business agility to meet customer expectations.
It’s up to B2C teams to adapt for the modern era of customer service, remove common hurdles, and create a frictionless customer experience.
Let’s say you’re attending a wedding, and you’ve just received your order for a new outfit to wear to the event, only to find that they shipped the wrong size.
You visit the retailer’s website in hopes of live chatting with an agent, but the only option available to you is to call a support line. Upon calling, you’re met with an automated response advising no agents are available to take your call, and are prompted to leave a message.
Defeated and pressed for time, you decide to return the order and overnight a new outfit from a different retailer in time for the big event.
The barriers you experienced attempting to contact the retailer and resolve your issue are an example of customer friction - any pain point in the customer journey that shapes a customer’s perception of, and relationship with, a brand.
The cost of consumers feeling unheard is a 75 billion dollar problem for industries around the US alone, with customer retention loss rising by more than 37% since 2016 due to poor customer service.
Modern consumers expect to feel like their business matters to the brands they support. With more options available than ever before, businesses that invest in providing a seamless customer service experience will reap the rewards of customer loyalty.
Now that we understand the modern, intelligent consumer’s customer service expectations, we can identify and address common hurdles holding B2C teams back from delivering an exceptional customer experience.
So, what are some of the common hurdles your customers may be experiencing (and how can you remove them)?
With these common hurdles removed from your customer’s journey, you’re on your way to leaping over the competition and ensuring customer loyalty. Here are just a few ways that building this brand loyalty with your customer base affects your bottom line:
Removing these hurdles from the customer journey, and keeping them out of the customers way, doesn’t have to be difficult!
Contacto is cloud contact center software for B2C teams built with customer loyalty (and not complexity!) at its core. With Contacto, agent teams are supported by helpful automations, a unified desktop, and an omnichannel experience to exceed consumer needs and create happy customers.
If you’re looking to keep up with the demands of the new era of support operations, we’re here to help.
Book a demo with our sales team, and we’ll help you find the right solution for your team’s needs.