Customer History: The Foundation of a Healthy CX Strategy
Providing the agents with all the previous interaction information of a particular client solves half of the Customer Experience equation. Historical Interaction View offers a full image of all past agent-client interactions, including:
Date and time
The date and time stamp provided by the Historical Interaction View allows agents to understand the chronological context of customer interactions. This information aids in identifying patterns, trends, and specific timeframes where certain issues or concerns may have occurred, enabling agents to provide more targeted solutions.
Knowing the channel through which the customer interacted helps agents tailor their approach accordingly. Whether it’s a phone call, email, chat, or social media, understanding the channel provides insights into the customer’s preferred mode of communication and allows agents to align their responses to meet customer expectations.
Name of the agent(s) the client interacted with
The names of the agents the client previously interacted with offer a sense of continuity and personalized service. It allows agents to reference previous conversations and build rapport by acknowledging prior engagements. This continuity enhances the customer experience by fostering a sense of familiarity and trust.
Issues and dispositions history
Access to the issues and dispositions history empowers agents to proactively address recurring concerns. By reviewing past interactions, agents can identify recurring issues, track resolutions, and take necessary steps to prevent future problems. This proactive approach helps streamline operations, minimize customer frustration, and promote long-term customer satisfaction.