Customer Experience is Key, and Other Learnings from CX Tech Experts

This thirty day period 1Stream marks 14 years of providing top-edge cloud-centered call centre and CRM methods to its shoppers in Southern Africa.

1Stream co-founder and joint CEO, Jed Hewson, shares his 5 important learnings and how the corporation is meeting current market requires.

Since 1Stream’s establishment in 2008, it has been dedicated to enabling corporations to supply fantastic shopper support utilizing easy-to-entry technology.

Throughout that time, it has develop into Southern Africa’s leading CRM and cloud-based call centre technology company, profitable a string of worldwide awards, and it counts a huge range of market innovators and leaders amongst its shopper base.

We communicate to joint CEO, Jed Hewson, about modifying traits and what he has learnt around the decades.

1. We have been right about cloud

Whilst cloud technology was officially introduced in the 1990s, it only began to be more greatly applied in the mid-2000s. “When we initially established up 1Stream, we experienced to commit a lot of time conveying cloud technological innovation and convincing potential purchasers that it was the way forward. But now it has verified alone and is a supplied – the entire world has gone cloud,” says Jed.

Cloud has facilitated straightforward obtain to pay-for every-use programs and, via integration, has specified companies the skill to handle general purchaser working experience by enabling prompt and quick accessibility to shopper details.

“It also implies that individuals can perform from any where in the planet and productivity can be managed remotely. Cloud technological innovation enabled this.”

2. Purchaser knowledge definitely does matter

Delivering an great shopper knowledge has never been extra significant and is getting a precedence for firms that realise that the procedure of retaining and increasing their customer base goes outside of very simple assistance delivery.

Recent study by American Express found that 86% of prospects ended up inclined to fork out extra for a improved encounter, and Forbes describes consumer knowledge as “today’s company benchmark”.

“The bottom line is happy buyers invest more – if you search immediately after your customers’ practical experience and hang on to your consumers, they are heading to spend more in excess of time. There will be less churn and you are heading to make extra cash,” suggests Jed.

“And how do you do that? You need to have to have the correct instruments in location to permit your staff to deal with that consumer experience.”

1Stream’s spend-for each-use get hold of centre and CRM solutions give organisations a 360° look at of their shoppers, from the quite commence of the revenue method appropriate via to ongoing client assist.

“Our CRM enables organisations to put into practice a holistic strategy to consumer working experience management – all shopper information is managed by means of a single program that can be accessed anywhere, any time by applicable customers of your staff across a variety of departments.”

3. An successful get in touch with centre is main to enterprise achievements

As a growing quantity of organisations just take their company on-line, the role of the make contact with centre has escalated and right impacts results. “Many buyers no for a longer time have a brick-and-mortar practical experience of a model. With self-service onboarding and on-line procuring, a customer’s only correct encounter of a model – over and above a web site or app – is as a result of the get in touch with centre,” states Jed. “Your call centre is your representation of your model – and you have to get it suitable.”

Today’s contact centres are having to deal with and resolve a full host of difficulties that they weren’t in the beginning set up to deal with, claims Jed, this means it has turn into vital to make sure they have the proper equipment to supply a seamless client expertise that sets your business apart from your competition.

“The only way to do this thoroughly is for them to have the right resources at their disposal so that they can obtain the right info at the suitable time to give quickly and efficient provider – and this is specifically what 1Stream’s solutions enable,” says Jed.

“Regardless of the communication channel – telephone simply call, chat, WhatsApp or e-mail – call centre personnel can see former consumer interactions and previous purchases, enabling them to deliver slick support that is quick, economical and customer-centric. If customers are currently being cared for at every single contact level in an organisation, they will in the end turn out to be loyal shoppers – which translates into much more income.”

4. Sensible details capturing and reporting can completely transform your business enterprise

“With the proper equipment and technological innovation in place, corporations are capable to utilise the data coming out of all those techniques to give them very clear insights into the level of company that is currently being shipped and report on all those environments,” states Jed. This is notably relevant to get in touch with centres that cope with countless numbers of discussions each and every day – how does a organization know when individuals conversations go off observe?

“The only way to do this is to have the right instruments and the appropriate reporting – which allows you to take care of your shopper expertise in a proactive way so that you can make educated selections and make improvements to it in excess of time,” states Jed. “1Stream’s sophisticated reporting technological know-how enables shoppers to merge knowledge from a number of resources and to deliver a one see of speak to centre and revenue exercise.”

5. Partnerships are critical