In a digital economy, very few organizations can compete on price. The most critical factor in differentiating a company and ensuring repeat business is customer experience. Researchers at Forrester calculated that a 10 percent improvement in customer experience scores can increase revenue by more than $1 billion. However, many companies are failing when it comes to customer experience metrics, and the main culprit is customer service.
The Pitfalls of Poor Customer Service
Contacting support centers often results in wasted time and endless frustration for customers. Common issues include transfers from department to department, hours on hold, and explaining the issue again and again until the problem is finally solved. Individually or in combination, these factors contribute to poor customer experience.The time it takes to solve problems through customer support also prevents companies from capitalizing on the rewards that come with great customer experiences. Because so much effort is invested in basic improvements to service quality, there are no resources available to develop creative ways to go above and beyond for customers.Business process management (BPM) offers an opportunity to empower support teams and the customers they serve. Advanced BPM solutions make it possible to solve problems efficiently and take advantage of positive customer experiences.
