什么是客户体验？
客户与公司的及其服务/产品的所有互动称为客户体验或 CX。客户开始与公司接触时即开始客户体验。
CX 是提供有效、实用、令人满意的体验。主要因素是随时随地为所有客户提供。客户体验是关于超出客户期待、帮助客户以及关照客户。它就像一种合作关系，每次体验都会对它产生影响。投资CX，它将提升您的销售和利润。
Every contact we have with the customer influences whether they will come back. We have to be great every time or we'll lose them.
What are the benefits of good customer experience?
- 忠诚客户
- 新客户
- 更高的利润
- 客户参与度
- 客户留存率
Why is customer experience so important?
根据《哈佛商业评论》的研究观点，客户体验从未像现在如此重要。研究认为拥有良好 CX 的客户可能比拥有糟糕 CX 的客户多消费 140%。长远来看，投资 CX 对于您的企业性价比更高。因为您需要付出更多来安抚不满意的客户。
《哈佛商业评论》的研究还提到了另一因素，那就是客户忠诚度。研究表明拥有良好 CX 的客户明年依旧是客户的可能性为 74%。但是拥有糟糕 CX 的客户只有 43% 的可能性。
How to improve your CX with customer service software?
Customer service software, such as LiveAgent, provides fast and efficient communication with customers. Customer representatives can work within one software. LiveAgent gives the ability to communicate with customers from multiple channels.
LiveAgent Features that improve CX:
- Knowledge Base articles (Self-service portal)
- 呼叫中心、电子邮件、社交媒体、实时会话
- 预制回复
- Automated ticket distribution
- 时间追踪
- 部门
- Analytics overview
- 多渠道数据收集
- 客户询问的移动概览
Learn more about all LiveAgent Features.
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