Zero Contact Resolution A Proactive Approach to Improving the Customer Experience
Let them know about issues that may affect them. For example, if you discover a potential problem with a product, inform customers—before they discover it. This ZCR tactic can take the form of emails, bulletins or newsletters with customized content.
Event-driven communications
Specific events can create unique opportunities to inform and engage with customers. For example, an airline may need to alert customers when bad weather threatens to disrupt travel plans. Shortly after customers purchase certain items, you can inform them of related accessories or service contracts. Less-than-positive experiences, such as late deliveries or malfunctioning products, can also trigger outreach, such as an apology.
Behavior-based communications
Close observation of customer behaviors may also lead you to reach out to customers. For example, if a frequent customer stops making purchases for several weeks, contact the customer to inquire about potential problems. If a customer’s buying volume suddenly jumps, let him or her know about special services for preferred customers.
Use feedback to drive product (or service) development
You can also achieve ZCR by using the insight you glean from various touch-points to ensure that your products and services closely align with your customers’ needs and wants. This approach can eliminate a wide range of complaints and significantly improve customer satisfaction. To do this, you must be able to capture and analyze customer information to provide your product managers with the reports they need to appropriately modify and enhance your company’s offerings.
By implementing a ZCR strategy, you’ll keep your customers happier—which means you’ll keep more of your customers. ZCR will also reduce workloads in the contact center by pre-empting a substantial volume of incoming customer communications—allowing you to spend more quality time with customers on issues that require special attention.
While direct contact with customers is always important, in today’s highly competitive market ZCR can be a proactive strategy that will enhance the customer experience.
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