Create moments of wow: Deliver positive experiences through every interaction.

“Today’s consumers do not just buy products or services - more and more, their purchase decisions revolve around buying into an idea and an experience.” - McKinsey & Company

Customer experience is the sum total of every customer interaction. According to thinkJar CEO Esteban Kolsky, positive experiences bring value; 72% of consumers will share a positive experience with six or more people.  Positive interactions across a customer journey are extremely important to ensure consumer happiness. 

So, how do you ensure that agents are able to consistently deliver positive interactions? 

• Standardize your support process across multiple touchpoints.
• Setup tools and processes to maintain a uniform voice.
• Measure and improve the interaction system to ensure 100% positive customer interactions.

Our panelists from Kaleyra, Trustpilot, Appfollow, and Klaus discussed how to build and maintain a successful customer interaction strategy and the tools you can use to implement it.