The success of your business relies on your customers. Better customer engagement helps to build a stronger relationship between your business and your customers. But did you know that employee engagement is just as important as customer engagement for creating stellar CX? No matter the industry, customer satisfaction is deeply connected to greater employee satisfaction.
While there are several customer engagement solutions out there, they might not all address the needs of the employees alongside those of the customers. A complex CCM platform will offer your team the tools and features they need to get engaged while they do the same for your customers. Find out for yourself how improving employee engagement boosts customer experience from the infographic below.
Promote Employee Engagement
To inspire employees to be engaged, companies must provide them with the necessary tools and high-quality solutions to excel at their jobs. Not only does this enable them to offer clients a positive experience, but it also eliminates the frustrations that come up when system limitations prevent them from meeting customer demands.
As the infographic points out, customers wish for excellent service provided within seconds, with a positive and professional attitude. To meet these expectations, even the most dedicated of employees need access to a high-performing CCM system in order to be able to view extensive customer data quickly and efficiently and to communicate with coworkers and managers.
Support and collaboration among employees are best achieved when the team works together on an environment that is intuitive and easy to use for technical and non-technical staff members alike. How does this promote employee engagement? By facilitating the communication between tech specialists, the creative team, and management.
How Employee Engagement Impacts Customer Experience
When your team is engaged, your customers are more likely to be as well because they get the best possible experience when interacting with your brand. When working with top-level tools, employees are satisfied, and they channel their efforts into improving their performance instead of dealing with system shortcomings.
Moreover, they have the necessary technological means to offer customers a personalized experience tailored to their needs. They can leverage system features to deliver documents that engage, always reflect brand values, and are sure to never falter in accuracy. They can deliver communications by any channel the customers prefer — email, phone call, SMS, etc. Communication solutions that integrate with your data systems, again, can help with this, telling you exactly what that may be.
Customers can sense employee engagement as they interact with your brand in two ways: directly – when they communicate with company representatives directly, and indirectly – when they access your company’s platform, read through communications, or use your company’s products.
Well-crafted communications created to provide a superior customer experience also convey employee involvement and promote brand trust. As for employees who interact personally with customers, such as the customer service team, their engagement level is relayed in the quality and tone of the interaction. Customers are far more likely to respond to brands that have satisfied employees because their engagement is proof that the company is trustworthy.
Improving employee engagement is easy with a top-level CCM solution and its effects are bound to boost customer experience significantly. If you’re ready to make the change, then contact us today! Talk to one of Ecrion’s experts and find out how your company could benefit from using our solution!