CX Strategies for Customer Support: Current Issues and Promotion Points
In this course, we will be discussing CX strategies for customer support, including the current issues and promotion points related to CX. The purpose of this course is threefold: first, we will examine the current issues and promotion points; second, we will discuss common problems and directions for solving them; and third, we will explore the importance of VOC and future CX.
Understanding the Current State of CX
The first point we will examine is the current state of CX. CX is about customer experience, and it goes without saying that it is an important aspect of any business. The impact of CX is significant, and as a result, the introduction of channels such as chatbots has progressed to a certain extent. However, while channels are becoming more popular, IT and digitalization, so-called DX, are increasing in terms of collaboration between channels and data utilization. This has led to many people feeling that this is an issue. Furthermore, the very nature of a sustainable management system is being questioned in customer support, where omnichannel is a prerequisite.
What Kind of Organization Should We Be?
The second theme we will explore is CX, and what kind of organization our organization should be in. Customer support should be an important part of any business, whether it be an in-house CS department or an outsourced company. It is important to understand that customer contact is now the lifeblood of business, and customer support is the most direct customer service within a company. Whether it's as an in-house partner or even as a business partner, outsourcers are in such an important position that determines the success of your business. We believe that this is becoming more and more common, and we would like to make CX a reality, with a three-way competition centered on customer support.
Three Points to Tackle Sustainably
From a customer support perspective, the first thing to do is to consider digital from a thorough customer perspective. It is essential to listen to the voice of the customer while making full use of the service. Secondly, actively support the company or service department with suggestions and feedback to improve services based on data and knowledge from the customer's perspective. The third point is to create an organization that continues to learn, which means understanding customers through support experiences. In other words, continuing to learn and understanding customer engagement as a whole.
Key Points of Promotion
Let's organize the key points of promotion in tackling these issues. First, we need to understand the customer's voice and understand the overall situation. One way to address the issue of connectivity is to utilize data and knowledge. It is essential to use digital technology to interact with customers rather than relying on intuition or assumptions. The second is competition for customers across the entire company. Narrow organizations and silos are becoming more important than just the convenience of the company. Then, to tackle the challenge of not just one-off, but sustained, organizational learning and management involvement, responding to changes in customers and the business, is key. The entire organization, including management, should continue to learn these three points.
Tips for Practically Promoting Activities
As a bonus point at the end of this video, we will give you tips on how to practically promote activities under the title "Competition for Promotion." Customer support is where inquiries are received from customers. Customer support is an important point of contact with customers. However, as has been said for a long time, silent customers, or in recent years, contact points such as the web and SNS, the customer journey there, and the customer experience that customers experience. It has become an important part of the whole. Therefore, it is necessary to feed back such customer feedback to the business and service itself, and to understand and improve the overall customer experience, an organization-wide competitive system is necessary.
Conclusion
In conclusion, we have discussed the current issues and promotion points related to CX, and explored the importance of VOC and future CX. We have also examined what kind of organization our organization should be in, and the three points to tackle sustainably. Finally, we have given you tips for practically promoting activities. Thank you for watching.
Highlights
- CX is about customer experience, and it is an important aspect of any business.
- The introduction of channels such as chatbots has progressed to a certain extent.
- IT and digitalization, so-called DX, are increasing in terms of collaboration between channels and data utilization.
- Customer support should be an important part of any business, whether it be an in-house CS department or an outsourced company.
- It is essential to use digital technology to interact with customers rather than relying on intuition or assumptions.
- An organization-wide competitive system is necessary to understand and improve the overall customer experience.
FAQ
Q: What is CX?
A: CX stands for customer experience, and it is an important aspect of any business.
Q: What is the current state of CX?
A: The introduction of channels such as chatbots has progressed to a certain extent. IT and digitalization, so-called DX, are increasing in terms of collaboration between channels and data utilization.
Q: What kind of organization should our organization be in?
A: Customer support should be an important part of any business, whether it be an in-house CS department or an outsourced company.
Q: How can we improve the overall customer experience?
A: It is essential to use digital technology to interact with customers rather than relying on intuition or assumptions. An organization-wide competitive system is necessary to understand and improve the overall customer experience.
