Customer Experience is a crucial aspect of any business, and it is essential for companies to prioritize it in order to stay ahead in a highly competitive market. Ty Givens and CX Collective have a mission to help businesses achieve this goal. They believe in doing hands-on work while developing a comprehensive strategy that will bring about positive results.
Around this time of year, one of the biggest challenges faced by companies today is reducing customer wait times. After getting through the holidays, or sometimes even after marketing success, the customer wait time builds. This can often take weeks or even days, causing frustration and dissatisfaction among customers. CX Collective understands the importance of speed and efficiency, and they are dedicated to reducing wait times to hours. They aim to do this by getting a hands-on understanding of how their clients process orders and identifying areas that need improvement.
To achieve this goal, CX Collective has put together a comprehensive process that focuses specifically on reducing backlog. They begin with a thorough review of tickets. They then use this information to create acceptable tags (or tracking) that can be used to route tickets to the right person or team. This helps to ensure that requests are addressed by the right person the first time, reducing wait times and increasing customer satisfaction.
If the backlog is severe, they may consider temporarily closing off live communication channels, such as chat and phone lines, to concentrate all of your resources on replying to as many requests as possible. They’ll also have your team focus on customer’s who’ve received an initial reply. Not following up with them will significantly increase your backlog. This helps to improve the efficiency of the team and ensures that tickets are handled in a timely manner.
The results of CX Collective’s efforts to reduce backlogs have been impressive. They have managed to reduce ticket counts significantly, resulting in faster response times and improved customer satisfaction. For example,a notable accomplishment came when they reduced ticket counts by 20%, and dropped wait time from 3 days to just over 4 hours for an initial response. These results demonstrate the effectiveness of their approach and the impact it can have on a business.
Ty Givens and CX Collective are dedicated to improving customer experience by doing hands-on work while developing a comprehensive strategy. They understand the importance of reducing wait times and increasing customer satisfaction, and they have put together a process that has proven to be effective in achieving these goals. If you’re looking for a team that is dedicated to making a positive impact on your business, look no further than Ty Givens and CX Collective.
Ty Givens Reveals 3 Proven Ways to Increase Client Satisfaction
Ty Givens, CEO and founder of The CX Collective, is a seasoned professional with over 20 years of experience in the Customer Experience (CX) industry. Her passion for helping businesses succeed through exceptional customer service has driven her to build a team of experts dedicated to transforming the way companies interact with their customers.
In this interview, Ty shares her insights on the three key ways to increase client satisfaction. With her wealth of knowledge and experience, Ty provides valuable advice for businesses of all sizes looking to improve their customer experience and ultimately drive growth.
Read on to learn from Ty’s expertise and discover how you can take your business to the next level by prioritizing client satisfaction.
Q: Ty, can you tell us why increasing client satisfaction is so important in business today?
Ty Givens: Absolutely. Customer satisfaction is one of the most important factors for any business. It directly impacts customer retention, brand loyalty, and ultimately, revenue. Satisfied customers are more likely to become repeat customers and even promote your brand to others.
Q: That’s a great point. So, what are the top three ways to increase client satisfaction?
Ty Givens: The first way is to personalize the experience for each client. It’s important to understand their unique needs, preferences, and pain points. When you personalize the experience, clients feel heard and valued, which leads to higher satisfaction.
The second way is to communicate effectively and often. Keeping clients informed throughout the process builds trust and sets expectations. It’s also important to listen to feedback and respond in a timely manner. This shows that you care about their input and are committed to improving the experience.
Lastly, you need to deliver on your promises. Set realistic expectations and follow through on what you say you’ll do. Clients appreciate reliability and consistency, and delivering on your promises builds trust and credibility.
Q: Those are all great points. Can you give us an example of how you’ve implemented these strategies with a client?
Ty Givens: Sure. We had a client who was struggling with their customer service experience. We started by conducting research to better understand their customers’ needs and preferences. We call this our Investigation phase. We then created a customized plan that included personalized communication, proactive problem-solving, and frequent follow-ups. This what we call Intent. We also made sure to deliver on all of our promises and exceeded their expectations whenever possible. This, we call Implementation. As a result, their customer satisfaction scores increased significantly and they saw an increase in customer retention and revenue.
Q: That’s impressive. So, how can businesses measure client satisfaction?
Ty Givens: There are a few ways to measure client satisfaction, such as through surveys, feedback forms, and customer reviews. It’s important to ask specific questions that relate to the strategies you’ve implemented to see if they are effective. It’s also important to analyze the data and use it to continuously improve the experience.
Q: That makes sense. Do you have any final tips for businesses looking to increase client satisfaction?
Ty Givens: Yes, I would say that it’s important to be proactive and anticipate the needs of your clients. Don’t wait for them to come to you with a problem; instead, reach out to them and offer solutions before they even know they need them. And remember to always put the client first and make them feel valued and appreciated.
