Ah, client experience (CX) – that mystical measure of how your customers feel after interacting with your business. In the digital age, your communications technology plays a massive role in that. If you think you’re doing fine because you’ve automated your call system and told clients their calls are “important,” then we need to have a chat. And don’t worry, it’s not going to be all doom and gloom – we’ll have a bit of fun as we uncover the finer points of how to improve client experience using communications tech.

 

Here are six expert (and a little tongue-in-cheek) tips for improving CX:

 

  1. Why are people calling?

 

The first thing you need to consider when identifying how to improve client experience is a pretty simple question: do you really know why people are calling? No, I don’t mean ‘to complain’ (although, sometimes…).

 

Understanding the real reason for inbound calls is crucial to structuring your response and delivering an effective client experience. Are they ringing for something simple, like checking your opening hours, or is their roof caving in and they need help right now?

 

Treating all calls the same is CX suicide. If you can automate the easy stuff, do it! No one wants to speak to a person to book an appointment if they can do it online in half the time. But emergencies? People want a human, and fast.

 

Prioritise your call types and ensure the serious stuff gets through while the automated systems handle the routine. A little digital triage can work wonders.

 

  1. “Your call is important to us…” Is it though?

 

How long can you actually listen to the can-can on a loop before you decide that your call may not be so important to them after all?

 

Look, no one enjoys holding. A good client experience is usually a fast one – your customers want to reach the right person with minimal fuss. Drag it out, and they’ll hang up faster than you can say “call back later.”

 

And let’s be honest, “Your call is important to us” feels a bit hollow after five minutes, doesn’t it? What they really want is an efficient system that gets them where they need to be without much ado. Keep hold times short and your clients happy.

 

  1. “We missed your call…” – And that’s a missed opportunity

 

Miss a call, miss an opportunity. Simple. This is especially true in highly competitive industries like estate agents, where there are enough local agencies to field a football team in even the smallest towns – and that’s before you count the online options.

 

If you’re not picking up, rest assured someone else will. So if your communications tech is dropping calls, or your team is too “busy” to answer, it’s time for a change.

 

Answering calls promptly (or at least letting them know when you’ll call back) is essential if you’re wondering how to improve client experience. Don’t let your next big sale go to your competition just because someone couldn’t get to the phone.

 

  1. How do we sound?

 

Your marketing team might have spent ages perfecting the tone of your brand – but have they thought about how your business sounds on the phone? A robot-like voice isn’t exactly giving off the “we’re here to help” vibe, is it? And if your hold music is the can-can (again!) but you sell wills and probate, you might want to rethink that choice.

 

Your phone system is part of your brand identity, whether you like it or not. Invest some time or effort in professional voice recordings and on-hold music that reflects your business. Trust me, no one’s going to sign up for legal services if they feel like they’ve rung a fast-food chain by mistake.

 

  1. Where are you working from today?

 

Hybrid working is all the rage, and for good reason. But if I hear “they’ll have to call you back, they’re working from home” one more time, I might just lose it. I mean, it was forgivable during the lockdowns – remember the “blitz spirit” and all that? But not anymore.

 

If someone’s working from home and you can’t transfer me to them, then I’m sorry, they shouldn’t be working from home. That’s a communications fail. Your clients shouldn’t have to know (or care) where your employees are – they just need to get through to the right person, wherever they are. Seamless integration is the name of the game here and the key to delivering a great CX at all times.

 

  1. Professional video meetings – no more huddling around laptops

 

Here’s a fun test: when was the last time you squeezed three people around a laptop for a video call? Did it feel… professional? Or more like a university group project from 2006? Exactly. If your meetings still involve huddling around someone’s computer, it’s time to invest in proper video conferencing tools.

 

A polished video call setup not only boosts your team’s confidence, but it also gives off the impression that you’re organised, professional, and, dare I say, successful. These days, your clients will judge your brand on your virtual presence as much as your physical one, so make it count.

 

So there you have it – six solid (and slightly sarcastic) ways to upgrade your communications technology and, in turn, your client experience. Because let’s face it, if your tech’s not up to scratch, your clients will be scratching their heads and heading elsewhere.

 

At Agile Comms, we’re on hand to help you identify how to improve client experience through a range of effective communications tech. Whether you need to upgrade your video conferencing capabilities or want to ensure that your clients can easily reach the right person when they contact you by phone, we can help. Get in touch today to discuss your requirements with us.