We’ve said it before, and we will say it again. Customers expect — and demand — high-quality customer service. Zendesk’s 2024 CX Trends report found that 73% of customers will switch to a competitor after multiple bad experiences. All it takes is one bad experience and even the most loyal customer will find another company to do business with.

It’s more important than ever to make sure your customers are satisfied. Technology that empowers your agents to deliver the best customer service possible with every interaction is key.

The b-hive UCaaS platform is a comprehensive all-in-one platform for business communications. Combine calling, chat, collaboration, and email in one platform for anywhere, any device connectivity. There’s even a mobile app version that combines these features with video conferencing capabilities. The platform, b-hive Communicator, helps you build top-notch customer experiences inside every interaction.

How to Use Communicator to Create Positive Customer Experiences

Below, we’ll explore four ways you can use Communicator to create standout experiences by meeting — and exceeding — customer expectations.

1. Create Omnichannel Interactions

When you reach out to a company, you want to use the communication channels that you’re most comfortable with. I hate talking on the phone, and I die a little inside when that’s the only option for reaching out to a company. Everyone has a personal preference, and it’s nice when companies can accommodate those preferences.

Communicator makes this easy by letting agents switch between communication channels. For instance, if a customer starts a chat but then realizes the issue is too complex and they need to jump on a call with the agent, they can. Say your agent needs to follow up by sending the customer a copy of a policy. They can do that through a text or email using their business number, inside the same platform.

2. Enable Knowledge Sharing

Picture this: You’re in the middle of redecorating your dining room and finally find the perfect mid-century modern chair to complement your brand-new table. You order a set of the chairs, despite knowing they’ll arrive unassembled. After anxiously stalking your delivery drivers for weeks, and making do with some questionable seating arrangements, the chairs finally arrive. You open the box, pull out the pieces, and start assembling. But there’s an issue. One of the chairs is missing a leg.

So, you call the store’s customer service to see if you can get a new leg sent to you. After explaining the issue to an agent, they realize they’re not capable of reordering the chair or chair pieces and pass you to another department. Once on the line with the new department, you explain your issue again, and hope they can get a leg to you ASAP. They can’t. They transfer you to yet another department, where you’re left explaining the issue again, desperate to get a leg. And what do you know, they can’t help either. After some heated words and a few tears, you end up right back to the customer service team, but this time with a manager. After explaining the issue for what feels like the hundredth time, they’re finally able to help. But it’s too late — your mind is made up. You won’t be buying another piece of furniture from this company ever again.

This unfortunately true story drove me away from one of my favorite brands. Beyond the departmental discombobulation, having to repeat my story over and over (and over) was exhausting. But it doesn’t have to be this way! In fact, Communicator ensures this doesn’t happen.

If, for some reason, an agent needs to transfer a customer to someone else, they can copy and paste the customer interaction into a chat for the next agent. No more having the customer repeat the interaction again and again. This makes your customers happy and ensures your agents are always on the same page.

3. Personalize Interactions

Your customers expect a personalized experience. In fact, one study found that 69% of customers want a personalized and consistent experience across all their communication touchpoints. Another report found that 90% of customers say personalization is desirable, while 80% are more inclined to do business with a company that delivers tailored experiences.

b-hive Communicator lets your agents create personalized experiences for every customer. Agents can see previous interactions, including call recordings and chat histories, so they have a complete view of the customer and their past experiences.

4. Resolve Issues Quickly

The last thing customers want is to be passed around from agents and departments again and again. Let’s say an agent needs to elevate an issue to a supervisor. The agent can create a separate chat with the supervisor while they update the customer’s profile and speak with the customer. The supervisor can review the issue and respond in real time or join the call via phone or video to take over the interaction. This cuts down on the back and forth and eliminates the need to put the customer on hold.

How to Use Communicator to Boost Your Business

b-hive Communicator gives you the features and tools to provide a stellar customer experience with every interaction. But you may be wondering how positive customer experiences can impact your business. Here are a few examples.

Create Loyal Customers

Positive customer experience creates loyal customers. With excellent customer service, customers are more willing to continue using your service or product. In fact, 89% of customers say they are more likely to make another purchase after a positive customer service experience. An investment in excellent customer service is also an investment in your company.

Boost Your Reputation

Good customer experience doesn’t just create loyal customers, it can bring in new customers. Esteban Kolsky estimates that 72% of customers share their positive experiences with at least six people. When a customer shares with their close circle, those listening are more likely to trust that person since they value and respect their opinion.

By providing a great customer experience, you can reap the benefits of repeat customers, more business, and an improved reputation.

This blog was originally published on August 20, 2021, and was most recently updated on July 25, 2024.