Leaders of startups have so much to think about: fine-tuning a business plan, developing the right marketing strategy, setting short- and long-term goals, and building a team that can make it all happen. But with all these priorities competing for limited dollars and resources, are you forgetting to focus on your brand’s customer experience (CX)?
Too often, startup companies neglect CX at the outset – a shortsighted mistake that ends up costing more time, money, and frustration in the long run.
It can be tempting to skimp on CX when there are so many other things that need attention (and funding), but don’t. When just one bad experience can be enough to turn a customer off your brand for good, there’s no time to waste when it comes to delivering seamless customer experiences. It’s important to prioritize CX from the beginning.
Invest in scalable, skilled CX support
When a business is new, it can be difficult to gauge how much customer support you’ll need and when. It takes time to get a firm grasp on how large your CX operation should be, when surges will occur, and how customers will prefer to interact with your brand.
Investing in CX support that’s agile and easily scalable is key. You need to be adaptable enough to quickly add associates during periods of peak demand and scale back down just as easily once surges pass. Having the right headcount at the right time is critical to making sure your contact center runs as efficiently as it can.
Associates are the front line—and often the face—of your brand so it’s important to invest in highly skilled ones. Give them the training they need to provide easy resolutions quickly and across various channels. AI-powered tools like TTEC’s RealPlay let associates learn through role playing customer interactions, giving them real-time feedback and coaching along the way.
There are many options when it comes to sourcing associates – onshore, nearshore, and offshore –so carefully consider which choice best meets your brand’s business and financial needs.
Make interactions frictionless with the right tools
Even the best associates won’t be able to provide smooth customer experiences without the right tools at their fingertips. Technology plays a huge role in delivering the kind of CX that resolves inquiries quickly and raises customer loyalty.
It’s essential to have a robust knowledgebase so associates have access to the information they need when they need it, and the right technology and workflows to help them find that information quickly. Make sure associates can find what they need and you’ll benefit from quicker resolution times, lower AHT, and less frustration for customers and associates alike.
Consider automating repetitive or simple tasks so your associates are free to focus on more-complex interactions that require a human touch. Automating back-office process and giving customers access to self-service options are other ways to enable faster, easier resolutions without sacrificing CX.
Tap into expert help
With so much going on in your company’s early days, you may not have the time or bandwidth to add CX priorities to the mix. Working with a CX outsourcing partner that specializes in startups can help.
The right partner will help guide your CX strategy and provide the people and technology you need to make that vision a reality. An outsourcing partner can bring you the best of all worlds:
- Scale your CX team (up or down) as needed
- Tap into a global workforce of highly skilled associates
- Leverage cutting-edge technology to make your contact center more efficient and your customers happier
Resources are precious in a brand’s early days, and it can be tempting to push CX efforts to side in the beginning. But by working with a partner and leaving your CX operation in expert hands, you’ll set a strong foundation that will save you money, time, and effort as your business grows.
