It seems like every year, new acronyms and buzzwords appear in the customer service experience landscape. One of the newer terms to appear recently is “the customer moment.” But what exactly is it? And how can it impact your company or organization? Let’s take a look.
On a basic level, a “customer moment” is any interaction between an employee and a customer. Needless to say, customer moments can occur at any time, and with this in mind, businesses are employing strategies to make sure every customer moment is a positive one. With the world becoming more and more connected, via the internet and social media, the potential for customer moments increases exponentially. When you factor in other recent innovations, such as the rise of smart phones and tablets, the sheer amount of potential customer moments becomes astronomical. This has led to the rise of self-service portals, where customers can receive help on many common customer service issues, such as troubleshooting. Businesses have opened up other channels for customer service as well, such as email and chat support. In order to harness these concepts, your business will have to embrace new technologies, such as CRM (customer resource management) platforms and other omnichannel service lines, including the aforementioned email and chat, as well as maintain a commitment to classic models, such as phone support.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.
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