Expert Advice for High-Growth Businesses

How to Turn Great Customer Experience into Profit

Guest Author

By Brittany Schmigel, Content Strategist, Oracle

In your SMB’s infancy, you had a personal relationship with each and every single customer. Today, your business has grown and you’re stretched thin—and you realize you can no longer do everything yourself.

Although you’ve continued building out the rest of your teams—sales, finance, HR, etc.—all customer-related matters are still being directed your way. You’re too busy as it is, but you can’t just pass off the responsibility to somebody else. After all, your customers are the most important part of your business. And you’ve established a relationship with these individuals—so how would they feel if their questions were suddenly being handled by a customer service representative instead of the CEO?

Even worse, what if the representative doesn’t know how to answer one of their questions?

We get it. You have a million reasons fueling your hesitation to hand over the customer experience reins, but your focus needs to switch from overseeing customers to leading (and growing) your business.

With the right technology, you can get back to running your SMB and have peace of mind that your customers are in good hands.

Sound too good to be true? Keep reading.

Empower Employees to Recreate the Relationship You Had With Customers

Regardless of whether your customer service team is a single person or a whole service center, it’s vital that your staff has immediate access to all of the information they need to be successful in their role.

For example, if a customer calls with a question about their last order, your staff should be able to quickly and easily pull up the customer’s order history—and answer the question. Or, if they are a long-time customer, your service team should acknowledge and thank them for their loyalty to your company.

Unfortunately, this isn’t how customer service interactions usually play out. In a Harris Interactive poll, consumers said customer service agents failed to answer their questions 50% of the time.

Learn 5 ways to improve the customer experience. Get the ebook.

Furthermore, 69% of customers claim that a happy customer experience means interacting with competent customer service representatives.

Like we said, it’s important that your staff has immediate access to information.

With the right integrated cloud solution, you can equip employees with everything they need to recreate the same personal, one-on-one relationship you had with your customers—including customer profiles, general contact information, account details, buying history, payment history, etc. Quick, easy access to this information evolves your customer service center into a valuable business unit.

Historically, customer service centers were a reactive, post-sale department, with the sole purpose of handling customer complaints. Today’s customer service centers, when equipped with integrated cloud technology, can provide a proactive customer experience that truly differentiates your company.

Representatives are able to anticipate customers’ needs and solve their problems, thereby establishing the foundation for a strong relationship. When customers feel committed to your company, it breeds loyalty—and loyal customers are worth up to 10 times as much as their first purchase.

Oracle CX Cloud is the technology your SMB needs to deliver an unrivaled customer experience at EVERY interaction. To learn how, download our ebook.



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