Know your customers
You need to be interested in how to address the specific needs of your customers. There are probably different desires and expectations among your customer base, so analyse them.
Really know your customers: Data on age, education and place of residence is important, but it is not enough. Think about how customers use your products and services. What do they expect from you? Encourage everyone to think more deeply about customer needs.
Live chat
Chat is a real-time channel through which you can help customers to find solutions. Especially younger people tend to prefer live chat over phone interactions. Video chat services and chatbots are also helpful. This reminder comes from business2community.com.
Self-service tools
Self-service portals help reduce the workload of your employees. Furthermore, customers who have had negative experiences with call centres usually prefer self-service websites. Self-help tools mean there is support provided instantly when it is needed.
Create a customer experience role
You need to have someone responsible for the customer experience area. Certainly this is often a multi-disciplinary role; however, such a person is useful, since they create a link between customer and company, and also coordinate activities across different departments.
Go mobile
When it comes to customer support, mobile interfaces of many companies are still poorly designed and difficult to use. The result is that a customer seeking help gets annoyed and ends up calling the company anyway. Allow customers to solve their problem on their mobile phone. They will like you for it.
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