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During the pandemic, many companies decided to continue their business online. There are various reasons such as maintaining distance, filling their spare time, and so on. Because everything is completely digital, companies need to develop and improve quality for customers so that they always get the best experience.

Through experience, customers get more information than before, so the experience is one of the reasons customers will buy or use your product again.

Now, this is why it is important to understand Customer Experience Management (CEM). According to Gartner, the world's leading research and advisory firm, Customer Experience Management is the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, in so doing, increase customer satisfaction, loyalty and advocacy. The following is an example of customer experience management software that you can use:

  1. Qualtrics

Qualtrics will help provide your business with a single source of real-time customer insights to help retain customers. With Qualtrics, you can create, monitor, and manage every experience on one platform and can be accessed anytime and anywhere. In addition, Qualtrics has been used by many entrepreneurs such as Coca-Cola, Emirates, HSBC, and Harvard University.

  1. Clicktale

Clicktale offers tools to monitor and manage every customer experience on one platform and can be accessed anytime and anywhere. They also analyze your customer data to give you the best knowledge about your customer. Examples of business owners using Clicktale are Three (3), ANA Airline, Allianz, dan DELL.

  1. Freshsales

With Freshsales, your team can now use AI-based lead scoring, phone, email, activity retrieval, and more. More or less the features provided are the same as the software mentioned above. Their main features are 360° customer view, seamless communication, in-depth sales analytics via reports, and schedule activity. Examples of entrepreneurs using Freshsales are Tokopedia, Honda, Bridgestone, and cisco.

Now, before you want to use Customer Experience Management Tools, here are a few things to keep in mind when considering customer experience:

  1. Mobile Experience and Usability

Mobile experience and usability are interrelated terms in web or application design. Mobile experience refers to a person's subjective feelings and attitudes when using or interacting with certain products, such as websites or applications via mobile phones. Meanwhile, usability refers to the extent to which a product is effective, easy to use, easy to learn, efficient, error-free, and satisfies users.

If you are looking for customer experience management, make sure their app or website outlook is mobile friendly. According to research on the social media management platform, HootSuite and social marketing agency We Are Social entitled "Global Digital Reports 2020", as many as 338.2 million Indonesians are connected to the internet via their cellphones. This means that it is important for you to pay attention to customer comfort when accessing your app or website via mobile.

Mobile screens are obviously smaller than laptops, so your site layout should be easy to view and use on your phone. It includes a more vertical scrolling layout with clean, easy-to-read typography. In addition, make sure it looks simple and useful for customers, such as there are menu options (example: Home, Search, etcetera.).

Also, don’t upload large files on your app or website. Very large files can hinder the performance of a website and make the website lag.

  1. User Orientation

The user onboarding process (user interaction) is a short interactive tutorial on how the core features of your app or website work. It's that simple, but can be ignored and prevents new customers from leaving your app or website due to confusion.

A good user onboarding process can help you improve app or website user interaction. There are many user onboarding methods such as home pages, email campaigns, push notifications, and others.

An example of the user onboarding process is when you access the app or website, usually, you will contact to register or make an account and do leverage. Then, you can freely access the app or website (example: buying goods). By registering, usually using e-mail, you will often get an email or push notification about a promo. Those two things will attract you to re-access the app or website.

Now then, after learning all this, did you know that there is a Customer Experience Management tools created in Indonesian? TapTalk.io is a company providing chat SDK (software development kit) and Omnichannel Messaging Platform for sales, marketing, and support that allows businesses to interact directly from websites and applications to provide the best experience to your customers, supported by an interface that can be personalized according to the brand image you want to present.

Here are some of TapTalk.io excellent features: All-in-One Inbox, Disposition, Assignment Rules, Case Details, Working Hour and Automatic Messaging, also WhatsApp, Telegram, Facebook Messenger, Twitter DM, LINE, Email, and others all combined in one channel.

CRM and CEM / CXM are essential tools for maintaining business flow with customers. Both are there to optimize customer relationships. But, they are not the same. Similar, but different. To choose the right one, the organization must go beyond the alphabet soup of this tech business application.

What's the difference between CRM and CXM?

Customer relationship management (CRM) software tracks sales leads and customer interactions. CRM facilitates the development of relationships for organizations. CRM systems have many advantages, but not all businesses need them.

Customer Experience Management (CEM or CXM) is a broader information gathering process for tracking, monitoring, and managing all interactions between customers and organizations throughout the customer life cycle. Focus on unique perspective insights by digging deeper into the customer experience, listening to the customer, analyzing feedback, understanding the customer's perspective, and optimizing the customer experience.

In short, both tools optimize customer relationships. How they do this makes all the difference. CRM helps build relationships with your organization. CXM focuses on monitoring and improving the customer experience.

Customer experience management (or CXM) is the practice of the experience of every customer across all touchpoints and departments. A better CXM helps businesses have a better brand impression, retain more customers, and even convert them into brand advocates.

A CRM system, or Customer Relationship Management, is an application that focuses on your sales team. Starting with databases for maintaining prospect and contact information, and over the years, CRM capabilities have evolved to acquire business leads, develop them through automation, and enhance your customer relationships. Meanwhile, Customer Experience Management is an extension of the CRM system that can be extended for the entire organization. The CXM platform can map your entire customer journey to your business across sales, marketing, support, social media, and operations.

It can be used to integrate all departments by facilitating smooth and collaborative data flow across multiple communication channels. This provides a complete picture of the customer and seamlessly switches relevant customer information from one channel to another, enabling customer-facing employees to respond quickly to their needs.

Why does CRM no longer effective?

According to Thryv Vice President, Ryan Cantor, collecting customer preferences can be "amazingly fun" using data and technology. To pursue this superior customer experience, companies have spent millions of dollars adopting their own CRM platform. This ended pretty quickly.

Adopting CRM alone does not improve the customer experience. They tend to overdesign, complicate issues, get excited about technology, and forget their original purpose. Without a human touch in the middle, it was just cold, emotionless data.

Even worse, in this digital era, CRM does not have what it takes to store all the important data needed for modern business: activity on websites and mobile apps, emails, push notifications, support tickets, payment systems, and more.

What is lacking is customer interaction. Customers need to be the focus of solutions aimed at improving the experience. That's why it's time to turn into CXM: Customer Experience Management.

Very few traditional CRMs include a portal that connects to customers. It relies on bespoke messages, reminders, and notifications to maintain a certain level of customer engagement, but there is no centralized command center.

Important Note: Concentrating all the tools and services that impact customers into one system can significantly improve business efficiency. However, the difference between CRM and CXM is that it allows customers to experience the same experience in real time.

Can do more than simply talk to you and your company through a website, it can actually improve the customer experience.

Your data will be more accurate and timely if your customers can interact directly with you using the same technology that your business uses. Customer inquiries instantly reflect real-time behavior and status. This allows employees to provide more accurate and useful assistance.

Another bonus, this will also help your sales reps land more deals, and it will generate the positive reputation it needs to grow. If you're using multiple systems, or if you're only storing customer data but can't make it viable, throw away your current strategy and try CXM.

One of the tools that can improve the CXM is using an omnichannel messaging platform, such as OneTalk by TapTalk.io. With OneTalk, as a trusted omnichannel messaging platform, you can have a lot of features to make your customer’s experience delightful and amazingly fun. OneTalk's omnichannel feature allows your agent to handle multiple customer cases at one time. You can also keep an eye on your agents’ work and drive your sales and marketing up at the same time.

This kind of tool will improve your sales, marketing, and support. And, not to mention, all of the other tools that actually will improve your customer service experience. 

Menjalani rutinitas customer service memang selalu berwarna. Tentu selalu ada berbagai macam kepribadian dan model pelanggan yang kita hadapi sehari-hari. Namun, bagaimana kita harus bersikap saat menghadapi pelanggan yang marah dan disaat yang sama harus tetap menjaga sikap kita?

Karena agen adalah citra perusahaan, bagaimana menyikapi pelanggan yang marah akan menjadi suatu hal yang penting. Oleh karena itu, seorang agen customer service harus mengerti kiat-kiat khusus untuk tetap tenang saat menghadapi pelanggan yang marah.

Berikut ini ada beberapa tips menghadapi pelanggan yang marah, yang bisa kalian gunakan untuk tetap tenang ketika keadaan memanas.

  1. Pahami akar permasalahannya

Ketika kita mendengarkan luapan amarah dari pelanggan, biasakan untuk memahami terlebih dahulu akar permasalahan yang dihadapi oleh pelanggan. Posisikan diri sebagai pelanggan dan pahami pola pikir dan perasaan pelanggan. Di sini, seorang agen customer service harus bisa menyimak dibanding hanya mendengar. 

  1. Mendengarkan secara aktif

Simak cerita dan rasa frustasi pelanggan lebih dari kita berbicara. Ingat, kita memiliki dua telinga dan satu mulut, yang berarti kita harus bisa mendengarkan lebih dari kita berbicara. Untuk itu, coba praktikan mendengar secara aktif. Bagian penting dari mendengarkan secara aktif adalah memastikan Anda dan pelanggan berada di halaman yang sama. Jadi, setelah Anda menentukan akar penyebab kemarahan, ulangi kembali kepada pelanggan apa yang Anda dengar untuk memastikan Anda memahami satu sama lain, dan untuk memberitahu pelanggan bahwa kekhawatiran mereka telah didengarkan dan akan ditanggapi. Saat kita mencoba berbicara secara terus menerus ketika pelanggan sedang meluapkan kekesalannya, keadaan bisa berada di luar kontrol secara drastis. Pastikan Anda tetap menunjukkan support dengan berbicara tepat pada waktunya.

  1. Tetap tenang dan jawab permasalahannya dengan tepat

Praktikan “mendengarkan reflektif”. Maksudnya adalah, saat menjawab keluh kesah pelanggan anda menjawab dengan merefleksikan apa yang mereka katakan. Pendekatan ini mengharuskan Anda memahami apa yang dikatakan pelanggan dengan menafsirkan kata-kata dan bahasa tubuhnya. Kemudian, tanggapi dengan merefleksikan pikiran dan perasaan yang Anda dengar kembali kepada pelanggan Anda.

Misalnya:

Pelanggan: "Saya tidak habis pikir, mengapa kalian tidak bisa mengerti bahwa anggaran kami terbatas dan tetap tidak bersedia menawarkan diskon kepada kami?".

Customer Service agent: "Baik, jadi yang saya tangkap adalah bahwa harga yang kami tawarkan merupakan hambatan bagi bisnis Anda. Anggaran Anda terbatas, dan saya tidak menawarkan diskon yang dapat membantu kebutuhan Anda. Benar?"

Jika Anda sudah cukup memahami sentimen mereka, lanjutkan. Jika tidak, katakan, "Ceritakan lebih banyak, agar saya bisa lebih memahami." Jangan pernah berjanji Anda akan memperbaiki situasi - karena Anda mungkin tidak bisa. Tujuan Anda saat ini adalah membuat pelanggan Anda merasa didengar dan dihargai.

  1. Take it seriously but not personally

Ingat, bahwa meskipun Anda adalah citra dan luaran dari perusahaan Anda, tujuan komplain pelanggan adalah kepada perusahaan Anda dan bukan Anda. Pahami bahwa mereka marah kepada situasi yang mereka rasakan dan temukan saat ini. Karena, pada akhirnya, Anda dan pelanggan sama-sama mencari hasil yang positif. Anda perlu belajar bagaimana mengabaikan serangan pribadi, sarkasme, melebih-lebihkan & bahasa kotor. Ini sangat sulit karena naluri alami kita adalah untuk bertahan dan melakukan serangan balik.

  1. Ucapkan terima kasih karena telah membawa subjek ini kepada Anda

Ketika pelanggan Anda terdengar marah dan negatif tentang suatu situasi, berterima kasih kepada mereka karena menyuarakan keprihatinan mereka kepada Anda dapat sangat membantu dalam membangun hubungan dengan mereka. Ucapan terima kasih sederhana untuk mengakui waktu dan kesabaran mereka saat Anda berupaya menyelesaikan masalah sudah cukup.

Contoh:

Cara termudah untuk berterima kasih kepada pelanggan Anda adalah dengan melakukannya terus-menerus. Saat pelanggan memulai pertanyaan tentang layanan, ucapkan terima kasih karena telah menghubungi tim Anda. Saat Anda mengerjakan kasus dan ada waktu diam yang lama, ucapkan terima kasih kepada pelanggan karena "mendukung Anda saat Anda memecahkan masalah mereka". Dan, ketika pelanggan memberi Anda umpan balik, baik positif atau negatif, ucapkan terima kasih kepada mereka karena telah membagikan perspektif mereka dan membuat tim dukungan Anda lebih baik.

  1. Tawarkan solusi

Tentu saja, jika Anda dapat melakukan apa yang diinginkan pelanggan dari Anda, Hebat! Jika Anda tidak bisa, persiapkan solusi lain yang akan sesuai untuk pelanggan dan masalahnya.

Manfaat terbesar dari tidak mengambil sesuatu secara personal dan bereaksi seperti itu adalah kesadaran diri dan pemahaman. Jika Anda dapat belajar memilih tanggapan yang lebih baik, Anda akan menjadi tidak tergoyahkan, tidak peduli apa kata pelanggan yang marah itu. Dalam pekerjaan layanan garis depan, ini adalah sifat yang penting untuk dimiliki. Untuk dapat berada di sana untuk pelanggan Anda, dan dapat pulang di penghujung hari dengan sikap positif dan cinta untuk pekerjaan Anda, bahkan setelah hari yang buruk.

  1. Balas sesegera mungkin

Hal terakhir yang harus kita lakukan adalah membalas komplain pelanggan dengan cepat. Misalnya saja menggunakan aplikasi perpesanan omnichannel. Salah satunya OneTalk yang menawarkan fitur yang mempermudah. Fitur omnichannel pada OneTalk memungkinkan agen Anda menangani berbagai case pelanggan dalam satu waktu. Dengan demikian, lamanya waktu tunggu tidak akan memperburuk situasi.

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