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Digital channels have provided a range of new ways for citizens to interact with public service providers - but they have also heightened their expectations. Now more than ever, people want to reach you on a channel they choose, at a time that suits them. Investing in self-service and omni-channel engagement with a knowledgeable partner is now essential to achieving citizen satisfaction.
Identifying your business priorities is the first step to identifying areas of improvement that will benefit both your brand and your customers. Whether these involve customer experience directly or not, they can all drive positive transformation.
Once you have found the areas where you can make a change, it's time to consider how they will apply to your brand and the differences they could make to your customers. Do you need to transform to get to where you want to be?
Outsourcing is no longer just a cost saver - now it is a quality driver, empowering brands to reduce outgoings by streamlining service to shape customer experiences around their preferences as well as your business needs.
Whether you already outsource services, or want to start doing so, it's important to remember that the right outsourcing relationship is always a partnership; one where everyone is equally invested in success.
Capable solution design and integration means taking an engineered approach - tailoring suggestions and plans for improvement specifically to every brand, rather than taking a "one-size-fits-all" approach.
Integrating contact channels gives the people contacting you power over how and when they get in touch, and makes the process easier for them. You can also reduce contact by making self-service an option, keeping costs down in the process.
Using data and analytics, outsourcers can identify issues with specific contact channels. This insight also offers a strong business case for channel integration, if one is needed, as it provides knowledge of how customers want to be served.
Omni-channel empowers businesses to transform the customer experience by integrating customer contact channels. Customers who approach businesses on Twitter, for example, can quickly move to webchat and seamlessly continue the conversation.
Lead generation now involves working across multiple integrated contact channels. Allowing clients to use their preferred channel makes it more convenient for them, while offering inside sales teams greater scope for building relationships.
Transforming the customer experience in the public sector means responding to what your citizens want. Whether that's the option to pay council tax online or download information for emergencies, you can make the right changes to accommodate that.
Strategic use of data and insight powers transformation by highlighting the issues that impact customers. Insight teams can then make recommendations on how to improve the customer experience, and often reduce costs at the same time.
Modern outsourcers focus on metrics that directly reflect the quality of each conversation, like NPS, while data and analytics enables them to identify the issues that affect customers, and use that information with a view to real transformation.
An omni-channel approach enables more client-friendly management of B2B relationships. Giving clients and leads the opportunity to get in touch via multiple channels allows for more effective communication and information sharing across the board.
Outsourcing is increasingly common in the public sector, as public bodies look to reduce costs while still offering high-quality service. The right outsourcing partner should be willing to collaborate on strategy and design solutions tailored to you.
With so much data on the performance and effectiveness of every contact channel, it doesn't make sense to restructure without analytics. The right consulting provider can offer actionable insight and guidance, with the aim of shaping future strategy.
Transformation should start with investment in insight and people. Insight allows companies to identify areas for improvement. Then, it's key to invest in ongoing training and motivational initiatives - key components for successful transformation.
New approaches to lead generation and inside sales mean exploring new contact options. Your lead generation and inside sales outsourcing partner needs to be willing to drive change as part of a partnership that means they are as invested as you are.
Driving customer advocacy requires reducing the amount of effort they have to put in to get what they want. Using digital and self-serve channels, and analytics to identify and resolve sticking points, means that advocacy comes naturally.
Using data to identify the issues that most impact customers is one of the strongest drivers of customer advocacy. Customer experience providers can combine tackling problems as they arise as well with ongoing improvement of day-to-day service.
Improved customer advocacy is one of the main aims of customer transformation programmes. Metrics like Net Promoter Score enable providers to get a clear idea of how the service is impacting advocacy, and build future approaches around solid data.
Brands now use content-focused lead generation strategies that encourage sharing and advocacy from the beginning. Taking this approach usually means outsourcing to experienced providers, who can focus on relationship building and ongoing analysis.
Finding the right solutions means investing in expert help; ideally a team that takes a scientific approach. Using the right tools to find the answers your business needs will save a lot of time, energy and trial and error in the future.
Industry research has demonstrated the advantages of taking a forward-thinking, digital approach, making the most of new technologies as opportunities to efficiently improve the customer and client experience.
At the moment, there is tremendous potential for service transformation to align with changing customer expectations - and they aren't going to stop changing any time soon, so that improvement must leave room for you to keep evolving.
Every brand is different; but the common reality is that a customer-oriented, digitally-focused approach can drive real improvement for clients, customers and teams. Drastic changes are coming in the way that we engage with customers, and how they advocate for us. With that in mind, it's worth considering new options - like digital contact or AI - to explore how they can benefit your business.