What is customer experience and why does it matter?

Customer experience refers to the overall perception that a customer has of a business based on their interactions and experiences with it. It encompasses every touchpoint on the customer journey, from initial awareness and engagement to post-purchase support and service.

Customer experience is important because it directly impacts customer satisfaction, loyalty, and advocacy. When customers have positive experiences with a business, they are more likely to continue doing business with it, recommend it to others, and become loyal brand advocates. On the other hand, negative experiences can lead to customer churn, negative reviews, and damage to the brand’s reputation.

In today’s competitive market, where customers have access to a wide range of choices, delivering exceptional customer experiences has become a key differentiator for businesses. By focusing on delivering outstanding customer experiences, businesses can gain a competitive advantage, increase customer retention, and drive growth and profitability.

What do customers expect from business?

Modern customers have high expectations for their customer experience, and they expect businesses to meet those expectations across all channels and touchpoints.

They want to be able to interact with businesses on their terms, whether that’s through a mobile app, social media, or in-store. They appreciate businesses that are contactable via multiple channels. They don’t want to wait on hold for a long time, and they want their issues to be resolved in a timely manner.

More than ever, customers are looking for convenience, but they also want to receive personalized service based on their individual needs, preferences, and behaviors. Businesses have to be able to meet these expectations.

Effective communication is a critical component of delivering a positive customer experience.

iPECS Cloud integrates various communication channels such as voice calls, video, instant messaging, and more into a single interface. This enables businesses to communicate with customers through their preferred channels, making interactions more convenient and efficient.

iPECS offers more than that. Businesses can integrate it with their CRM, which allows even more personalized interactions. Agents can quickly access customer information, purchase history, and previous interactions, allowing them to provide tailored assistance and a more tailored experience.

Internal communication can make a significant difference too. iPECS ONE, our collaboration app, includes features like instant messaging, document sharing, and screen sharing. These tools enhance internal collaboration among customer support teams, enabling them to quickly resolve customer queries by consulting experts and sharing relevant information. As a result, customers receive faster and more accurate responses.

These tools offer clear improvements to the quality of customer experience. It is just as important to be able to quantify and measure results. iPECS Analytics is a great help here. iPECS Analytics displays business critical KPIs via different reports that can be tailored for individual users, DDIs, sites, groups, customers, agents, or organizations. So, businesses can analyze call volumes, response times, customer feedback, and other metrics to identify areas for improvement and make data-driven decisions to enhance customer experience.

Ericsson-LG Enterprise’s iPECS solutions streamline communication, personalized interactions, facilitates omnichannel support, promotes collaboration, optimizes call handling, and provides valuable insights. These benefits contribute to a more efficient and satisfactory customer experience.

To find out more, contact your nearest Ericsson-LG Enterprise Global Partner.