How 360-Degree Customer View Powers your Support Center

It’s no secret that new-age customers expect organizations to understand their needs and interests, and leverage this acumen to deliver hyper-personalized experiences. Failing to do so can irk the customers and result in a higher churn rate. A real bummer, right?

Thankfully, with a 360-degree view of your customers, you can understand their perspective and behavior across all touchpoints and shift your focus towards customer-centricity.

But what does it really mean, why is it important for your organization, and how to achieve it? This blog post explains!

What is a 360-Degree View of Customers?

A 360-degree view is a concept of consolidating customers’ data from various touchpoints and systems in one place. It helps you attain a single, end-to-end picture of a customer’s journey. From their contact information to past and present purchasing history, it covers all the data from every interaction they had with the organization.

When this data is converted into actionable insights, you can use it to deliver quick, relevant, and personalized customer support, no matter the channel.

4 Ways 360-Degree Customer View Power Support Ecosystems

The biggest roadblock to customer support success is convoluted systems. According to CCW Digital, one of the top five areas for improvement includes the development of a 360-degree customer view.

In the earlier blog, we discussed the challenges that brew from the lack of a 360-degree customer view. Now, let’s see how it helps eradicate those challenges and strengthen your support ecosystem.

1. Provides a Unified View of Customer Information

To serve customers effectively, support agents need quick and relevant information. However, since information resides in disparate sources, agents often waste their time toggling between different consoles or systems. This is where a 360-degree comes into the frame! It unifies all of the customer information in one place, allowing agents to track customer touchpoints into a single, digital profile.

2. Renders Quick & Effective Resolutions to Customer Queries

67% of customers prefer self-service over speaking to a support representative.

Reiterating solutions or suggesting the wrong ones will only hamper the CX. With a 360-degree customer view, agents can tap into customers’ data including search behavior, profile, past issues, etc., to better predict where they are heading and what they might need in the future. All this information can be utilized to deliver relevant solutions, thereby ensuring quick resolutions.

3. Drives Hyper-Personalized Customer Experience

A holistic view of customers provides complete access to their role, browsing patterns, purchase history, etc. This real-time information can be used to personalize customer interactions and create a seamless self-service experience.

Not just this, agents can also provide personalized, relevant recommendations based on customers’ intent. For instance, if a customer has previously logged into the community and asked questions about “phone storage,” next time, they can be presented with the article recommendations and the latest information for enhanced support. 

4. Better Cross-Departmental Collaboration 

Another indispensable factor that directly impacts customer experience is cross-team collaboration. The better your various departments collaborate, the easier it is to solve customers’ issues. Here too, 360-degree customer insights emerge as a stroke of luck. How?

Let’s understand with an example:

A customer raised a support ticket regarding insufficient space in their phone. Now that the agents have a unified and searchable view of customer information, they can not only leverage it to contextually resolve customer queries but can also relay this information to the sales department. The sales team can further utilize this data to upsell and cross-sell accordingly.

Getting access to the entire customer journey means teams can easily pass along crucial bits of nuggets of knowledge, thereby avoiding confusion or miscommunication. On the customer side, it saves them from repeating information every time they interact with someone on a different channel. Win-win, right?

Create an Ecosystem to Get 360° Customer Journey

If you want to attain a deeper understanding of your customers and drive customer-centric experiences, SearchUnify’s “360-Degree Insights” is your key. We take into account customer history, the preferred medium of communication, customer sentiments, search history, etc., to help you achieve a 360-degree customer journey view. 

The most effective way of making it possible is by creating an ecosystem.

SearchUnify enables you to put multiple platforms into an ecosystem. Once you configure the ecosystem, you can glean valuable insights into user behavior via our in-depth reports. Support agents can utilize this information to personalize customer experience or deliver proactive support.

Consider this for instance: You use the Khoros community for customer engagement and the Zendesk ticketing system to resolve customer support tickets. Before raising the ticket, your customer checked multiple articles on Khoros to find the solution. Now, how will you ensure that you don’t lose track of your customers when they jump from one platform to another?

Enter the unique ecosystem session! It tracks the entire journey of customers moving from the Khoros community to Zendesk to log a ticket, thereby helping support agents better understand their needs and pain points. As a result, they can steer clear of solutions customers have already tried and support them with relevant ones. 

Ready to Hit The Road to Success with a 360-Degree View of Your Customers?

Modern customers expect nothing less than a hyper-personalized experience. Brands that fail to provide it, will eventually lose out in the marketplace.

A 360-degree customer view not only enables businesses to identify areas for improvement but also helps craft better customer experiences, increasing their customer retention rate. 

With benefits galore, it's high time you gain a 360-degree view of your customer's journey and delivers stellar experiences. Contact your dedicated CSMs or reply to this post to get started easily.