“That’s some good advice!”

We kept hearing this feedback in our most recent monthly meetup, and… we totally agree!

On Monday, we broke out small groups for some good old fashioned peer coaching. What we learned is — you all have great advice and valuable experiences. We created this quick summary for those who weren’t able to make it to the meetup. You can also find resources like these in the community hub under Resources > Community Tips and Tricks.

Couldn’t make it this time? We’ll see you on the first Tuesday of every month at 12 PM CT / 1 PM ET. RSVP here for March 5th.

“It was helpful to be reminded of these tips, and I now know what I need to do going forward” - CX Member

Read on for insights from the most recent peer coaching sessions. Topics discussed include AI implementation and the age-old problem of survey responses:

1. Use AI to tackle the mundane, repetitive tasks in CX, so your team can focus on the human side of things. For a tangible example, consider automating certain legal document reviews.

2. Balance AI and human engagement: AI-savvy customers might love to see AI incorporated, whereas other customers may not. Take the time to get to know your customers and identify when in the customer journey they’d rather be able to complete an issue on their own (or with AI self-service) vs. when they want to speak with a human.

3. Amp up customer responses with incentives: We all do it (or forget to do it). Survey response rate is a key issue no matter your industry. Incentives like gift cards can boost response, especially if you identify an incentive that would be of particular benefit to your customer. Focus groups are another alternative for quality information, but many focus groups are also compensated for their time.

4. Build relationships and find a champion on the client side: Rather than attempting to collect feedback from many individuals, build a relationship with one key player on the customer side.

5. Introduce surveys strategically, not as an afterthought: Introduce surveys after providing value and solving the customer’s problem.

6. Demonstrate knowledge of the customer’s specific challenges and expectations when asking for feedback. This will show you care about more than just getting a survey response.

Okay, that’s all for now! On to the weekend:

Marissa Mann
CXC Community Manager
[email protected]