What is a Unified Customer Experience

hey everyone this is Nate from get VoIP
and today we're covering unified
customer experience let's get right to
it
unified customer experience or uce is
the business process of building
analyzing and maintaining a cohesive
branding strategy and seamless customer
experience across all touch points of an
omni-channel customer Journey unified
customer experience also known as
unified CX is consistent in content
purpose and branding online in store
over the phone and anywhere else
customers engage with your business
let's take a look at the factors to
consider when implementing a unified
customer experience first we have
consistency across self-service channels
customer self-service reduces stress on
live agents decreases wait times and
enables 24 7 customer support many
customers especially within the
e-commerce industry now prefer to use
self-service over agent guided support
and it's easy to see why
number two is consistent live
interactions
while they're making a purchase or
reaching out to customer service today's
customers connect with businesses across
multiple voice and digital platforms
providing a consistent unified
experience across all channels prevents
customer confusion and frustration
number three consistent employee
training and onboarding hiring and
training the right staff is just as
important as choosing the right contact
center software tools like call capture
or call recording apps can create
playlists of the most successful
customer calls for other team members to
review other ccast features like video
conferencing screen sharing knowledge
base management and on-demand training
webinars create a consistent onboarding
process when it comes to meeting
customer needs and providing a customer
experience that is Unified in quality
purpose and branding the right
technology is essential let's take a
look at the features to search for When
selecting a platform and plan firstly we
have omnichannel customer service
platforms to truly prevent communication
silos and data loss all available
communication channels must be
integrated into one intuitive agent
dashboard workspace this allows agents
to access detailed customer account
history and review prior interactions
before participating in the Live support
conversation analytic reports and
quality management tools such as call
whisper enable supervisors to monitor
conversations and ensure there is a
company-wide consistency across channels
next up we have customer self-service
tools customer self-service tools
provide customers with a completely
unified experience and virtually
eliminate the chance of human error
self-service is fast convenient frees up
agents and improves customer
satisfaction rates
next we have team collaboration software
team collaboration tools facilitate
interdepartmental communication create a
more unified understanding of company
values and improve customer service and
support these tools enable internal
communication between employees making
it easier for reps to provide better
more informed support bolster by input
from relevant co-workers without
creating lengthy email chains and
finally we have agent assist which is a
c-cast feature providing contact center
agents with real-time and conversation
company knowledge base and customer data
via CTI screen pops increasing first
Contact resolution rates and preventing
follow-ups agent assist ensures all
agents receive the same information when
resolving the same issue creating a
consistent and uniform experience a
unified customer experience doesn't just
benefit your clients it also improves
your business as a whole let's check out
the benefits of having a unified
customer experience firstly it reduced
costs companies with a uce have lower
operating costs because workers do not
need to duplicate their efforts all
customer information is organized and
delivered to employees right when they
need it additionally when customers know
that they will receive the same service
regardless of the channel they use they
will choose the channel that is most
efficient for them leading to a higher
usage of self-service tools and less
need for live agents next we have
increased employee productivity a
unified customer experience means each
employee knows the company policy for
resolving common support issues and
ensures they have access to customer
specific information in real time
without the need to look up answers
manually or come up with their own
strategies staff members will be able to
handle more inquiries and resolve issues
faster next we have improved customer
satisfaction when a company provides a
unified experience every customer knows
they will receive Quality Service when
they have an issue for most customers
this knowledge is a defining factor in
which brands they will choose to do
business with unfortunately it only
takes one bad experience to put doubt
into a customer's mind
and finally increase sales companies
that provide unified customer experience
across channels will gain more brand
recognition this along with having a
presence on multiple platforms and
channels creates a competitive Advantage
leading to more exposure and more sales
uce offers a host of benefits to all
Industries and small businesses
Enterprises and everything in between
let's go through the five steps for a
unified customer experience initiative
step one create a customer experience
plan
you'll need a detailed plan to deliver a
consistent and high quality omni-channel
customer experience
look at your company's mission statement
and values to inform customer profiles
scripts content and the way your team
members interact with employees
identify market segments and key
demographics and pull customers to get a
better understanding of their needs and
expectations
the CX plan should integrate these
values and preferences into every aspect
of the customer life cycle Step 2
Implement your CX plan across channels
once a customer experience plan has been
established it must be implemented
across all active channels including
voice email live chat and social media
for example if one of the company values
is sustainability the business should
provide information about the
environmental impact of its products
while customers are on hold via social
media posts or in email newsletters step
3 train employees in order for the CX
plan to be unified employees must be
unified this is especially important
when it comes to honoring your business
values and Mission expectations should
be clearly laid out for employees with
the opportunity to ask questions team
members should then be monitored for
compliance and consistency with further
guidance provided when necessary sephor
integrate your CX plan into your
customer self-service options the
company website knowledgebase chat Bots
and all other self-service tools should
reflect the mission statement values and
branding of the company step 5 analyze
data and make improvements after the
initial plan a sudden motion metrics
like average wait time aht and fcr
should be carefully monitored customer
insights should be regularly collected
to track CCI and net promoter scores as
better data comes in the plan should be
continually refined and improved if you
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till next time this is Nate from getboy
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