“We see our customers as invited guests to a party, and we are the hosts,” explains Jeff Bezos, Amazon founder and executive chairman. “It's our job each day to make every important aspect of the customer experience a little bit better.”
There is no question that Amazon, a tech giant and one of the world’s most valuable brands, grasps the importance of customer experience (CX). But what exactly is the customer experience–and why is it so vital in helping today’s businesses succeed?
The definition of CX is varied, depending on who you’re talking to. It can be described as how a business makes its customers feel, meeting customers in a way they want to be met, enhancing the relationships between customers and businesses, and the interactions between a company’s products and its customers.
For Startek, a leading customer engagement and business process outsourcing company, the key is orchestrating the ideal customer experience at the point of interaction between clients and customers.
In fact, clients rely on Startek to ensure a great customer experience that results in improved customer satisfaction and retention–as well as an increase in revenue and cost efficiencies.
“Effective customer conversations today are a mixture of AI and empathy, Customers want to get their issues resolved, but they also expect specialists to listen intently and care about finding a resolution”
- Abhinandan Jain, chief digital officer, Startek
The COVID-19 pandemic made it abundantly clear that consumers are not just concerned with finding the fastest possible solution to resolve their issues. In the face of lockdowns and other health and safety measures, customers wanted–and needed–to hear a human voice on the other end of the line. It was a simple reminder that they weren’t alone and that someone was ready and willing to help them.
This need for human contact within the customer service experience was suddenly thrown into the spotlight. And although CX management companies, like Startek, had been leveraging digital assets and platforms to teach their teams to listen and respond with empathy, the pandemic signaled a new awareness: the role of CX specialists has evolved beyond traditional problem-solving. Not only do these specialists need to listen more intently during customer calls—focusing on cognitive nuances in tone and language—but they also must lead with empathy.
As a result, the customer experience has become more important than ever. In fact, about 80 percent of consumers expect customer service to be more responsive and more empathetic in a post-pandemic world. And organizations are realizing that a customer’s experience can greatly affect the success of a business.
However, with BPOs and contact centers operating under a new remote or hybrid work model, maintaining a consistent customer experience can be challenging, especially with co-workers, children, or pets in the background. Wherever agents work, they need to be able to completely focus on a customer's needs without worrying about background noise and distractions. And that’s where noise-cancelling technology comes into play.
As an AI-powered solution, Krisp strives to help contact centers unlock the power of their agents by providing more effective, personalized customer experiences. Krisp breaks down the barriers that many agents face in work-at-home or in-center environments by detecting and eliminating background noise. This gives agents peace of mind and complete confidence during calls. It also empowers them with the tools and insights they need to be better communicators.
Today, where every customer interaction can make or break your brand experience, AI-enabled customer support plays a crucial role in delighting your customers. With the ability to remove background noise bi-directionally, from just the click of a button, agents can be more productive. Eliminating the need to repeat information, noise cancellation ensures effective, information-led conversations, driving lower average handle time (AHT) and higher customer satisfaction scores.
Startek is a global provider of tech-enabled business process management solutions with a proven record of delivering superior customer experience on behalf of its clients. Startek leverages Krisp’s AI technology to offer noise and distraction-free customer-agent communication, ensuring the highest level of customer experience throughout!