Every business wants to stand out and make a great impression that will have customers returning again and again. And, as contact centers continue to introduce and refine omnichannel journeys that meet customer demands, it can often feel like your brand has already exhausted every path to stand out from the crowd and deliver exceptional CX.
Cyara’s innovative omnichannel testing solutions allow you to assure CX quality across voice, web, chat, chatbot, email, and SMS channels.
But there are always new trends and innovations that you must be aware of. As customer demands evolve, technology advances, and regulations are updated, it’s up to you to perform omnichannel testing to ensure that you’re optimizing your CX strategy and setting your company up for success.
By conducting frequent and thorough omnichannel testing through the rest of the year and targeting these hot topics, you can continue to improve your customer interactions and deliver excellence at scale.
1. Security and Compliance
From malicious actors, bot issue, ongoing changes to government regulations, and more, security and compliance have only grown in importance over the years. When designing, monitoring, and testing your omnichannel journeys, it’s critical to ensure that you’re investing in the latest security measures and staying up to date with mandatory regulations.
For example, when a customer inputs their name, address, and credit card information to a chatbot to facilitate purchasing an item, they’re trusting that their sensitive data is in good hands. So, if your infrastructure has a gap that allows a hacker to steal their data, or an error in the chatbot leads to an incorrect charge on the credit card, it degrades that customer’s trust in your brand. By performing proactive omnichannel testing, across all digital and voice channels, you can instill confidence that your business is compliant with government regulations and is equipped to protect your customers.
2. Conversational AI and Self-Service Channels
When a customer reaches out to your business, they’re looking for a quick, convenient answer to their problems. In turn, conversational AI-powered solutions like chatbots and voicebots can address simple queries and allow your agents to focus on higher-level customer issues that require human intervention.
However, if not properly tested and maintained, conversational AI can present roadblocks to your CX journeys. If a bot fails to properly escalate issues to human agents or experience downtime during periods of peak interactions, you’ll be unable to provide the fast and seamless CX your customers are expecting. So, automated, continuous testing should be used to verify that your CX pathways are always functioning as designed, so you can promote better team efficiency and meet customer demands.
3. Team Productivity
Your agents and support staff are the lifeblood that keeps your contact center running smoothly. However, the process of identifying and resolving CX issues can significantly eat into their precious time, stalling your contact center’s ability to efficiently address customer needs.
For example, an agent may experience audio quality issues, which make it difficult for your customers to hear the agent properly and receive the information they’re looking for. Not only can it take time for the agent to even know that an issue exists in the first place, but they are also then forced to step back from answering customer calls while your IT team steps in to troubleshoot and resolve the issue. The entire process can take hours, during which your agent can’t perform their job, and your support staff is unable to address any other issues that may arise.
Automatic, continuous, omnichannel testing is essential to proactively identify defects ahead of impact and accelerate the amount of time it takes for your IT teams to troubleshoot and remediate issues that impact CX. By consistently testing your infrastructure, you can empower your team to work more efficiently and boost your contact center’s overall productivity.
4. Long-Term Customer Loyalty
In a recent survey that researched customer loyalty and habits, nearly one-third of respondents stated that they stopped buying or using products from a brand after a poor CX experience. Customers have many options for their needs in today’s market, making it only too easy to jump ship as soon as they encounter any trouble communicating with your contact center.
That’s why it’s more important than ever to test and monitor your omnichannel journeys. When you implement ongoing omnichannel testing into your contact center, you’ll be able to mitigate the risk of customers experiencing defects that might drive them to your competition. And, when you provide seamless CX, it sends a signal that you view your customers as much than just a dollar sign—this shows that you prioritize customer satisfaction, which will improve their trust and loyalty in your brand, hopefully for many years to come.
Conclusion
Delivering flawless CX isn’t easy, and emerging trends pull your resources in multiple directions at any given time. But, with omnichannel testing, you can set your contact center up for success by identifying weak points and taking initiative to overcome potential obstacles.
With Cyara, you can automatically test every customer journey across voice, web, chat, chatbot, email, and SMS from a unified interface. Gain visibility and control over every stage of CX development and assure quality every step of the way with Cyara’s end-to-end, AI-Led CX Transformation Platform. Contact us to schedule a demo or visit our website to learn more.