The link between employee dissatisfaction & poor customer experience

In today's landscape, a seamless customer service experience has never been more vital. Not only are customers hyper-aware about the experiences they are being served, but they are more cut-throat than ever — telling the world about their poor customer experiences via damning reviews. It’s a time that demands first-class CX that helps businesses stand out from the crowd and leave positive, lasting impressions.   

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A few years ago, businesses aimed to delight their customers with a pleasant customer experience (CX.) Consumer expectations, fuelled by a post-pandemic world, have moved on. According to Forbes, the customers of today are seeking ‘an effortless, high-value experience,’ rather than one full of special touches. And can we blame them? After all, we are those very customers: and can all relate to the frustration of a bad experience that left us thinking - there must be a better way.

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Consumer Trends
‍‍Research demonstrates that 55% of people are willing to pay more for more simple, intuitive experiences when it comes to customer service and 64% of people are more likely to recommend a brand that delivers on these simple experiences. What’s more, research by Accenture shows that 52% of consumers have switched providers in the past year due to poor customer service. Thus, the bell has well and truly tolled for anything other than an efficient and intuitive exchange. It seems pretty simple: so what is getting in the way of businesses serving customers the experiences that they are truly seeking? 

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The Link Between Employee and Customer Experience 
Poor customer service experiences are rife. But why? In most cases, the root of the issue lies in high workloads, resulting in increased costs, resourcing pressures, and unhappy, burnt-out staff.  

These factors combined often result in an unsatisfactory standard of customer service delivery. Not only does substandard CX ultimately end up costing businesses money, but it often results in a loss of brand reputation through repeat calls, long wait times and lack of service continuity. 

Thus, the challenge lies not only in shaking up your customer service strategy, but empowering your team to be able to deliver on exceptional and efficient sustomer experiences. We offer a solution that combines the power of technology with the expertise of your human workforce. 

How We Can Help 
Welcome to Team VERSA, where we elevate customer experiences through the power of conversational AI. Designed to harness the collaborative potential of digital agents and employees working together, our product answers the call for customer service and gets it right.  

With Team VERSA, your staff can concentrate on building genuine connections with customers, providing personalised assistance, and resolving complex issues. This not only leads to happier and more loyal customers, but also boosts employee satisfaction and engagement, and improves role retention rates. Through harnessing the power of Conversational AI technology, we enable businesses, employees and customers to spend less time on tedious tasks and more time doing what they love.  

Our vision is to empower businesses to deliver unparalleled customer support through conversational AI — without losing the human touch. Our innovative product strikes the balance between intuitive, supportive and efficient customer care, so you can be assured your customer support runs like clockwork. Integrating our high-performing contact centres will enable you to unlock the full potential of your team and give your customers the seamless and intuitive experience they deserve.  

The best of all? Our NextGen AI Agents run at a reduced cost in comparison to conventional customer service contact centres.  So, if you’ve ever wondered if the power of conversational AI has a place in your business, we’re all ears.