Having access to the correct data when providing customer service is crucial. Without the help of the right technology, this wouldn’t be possible. It’s also inherently necessary due to the volume of customer service requests for most businesses. This is where Amazon Connect customer profiles can be quite useful.
We’re in an era where customer service is more important than ever. Some of this has to do with the customers’ demands. To keep up with these demands, protect your company’s reputation, and stand out, your customer service needs to be stellar. This is easier said than done, as it can be challenging to manage, but there are many tools out there that can help.
Businesses appreciate Amazon Connect for its customer service solutions and its adaptability to the needs of different companies and industries. It offers an easy-to-use omnichannel cloud contact center that provides the tools you need to improve and manage your customer service. You have everything you need, from contact center automation, analytics on your customers and agents, and task management to provide an excellent customer experience.
Various tools cater to different needs, but one aspect stands out that can be used for every customer. By managing and updating customer profiles, your agents will be ready to face any inquiry that comes their way. This shows the customer that you’re paying close attention, and agents can provide quicker solutions in every circumstance.
What are Amazon Connect customer profiles?
It’s common for customer service agents to need access to various details about customers when addressing their concerns. In the past, this included swapping between many tabs or applications to access the required information.
This approach isn’t very efficient and can lead to long wait times and delays from the customer’s perspective. You can easily keep track of vital customer information with the help of Amazon Connect customer profiles.
Amazon Connect improves customer profiles with the efficiency and personalization it provides. Amazon Connect can easily combine customer data from different sources, such as Service Now, Salesforce, and many other applications that may contain unique customer data. Customer data can be unified for an all-in-one display, enhancing the agent’s efficiency and customer satisfaction.
Amazon Connect customer profiles aim to provide the following:
- Create a unified customer profile
- Deliver personalized automation
- Simplify and improve the customer and agent experience
The adaptability of this technology allows companies to use it in a way that works for the needs of their customers and agents. Customers are bound to benefit from a better experience overall as their concerns are heard and addressed with a more personalized and efficient response. Although the customer is the main focus, ensuring your agents are well-equipped is also vital.
Improving agent performance
Considering the scale of most contact centers, each agent must have access to universal information. This gives them a collaborative environment and the tools and confidence to face each customer inquiry. For an agent to do their job effectively, everything they need should be right in front of them.
A standout feature from Amazon Connect customer profiles is the unifying experience they provide, and agents can use this to deliver a consistent experience to every customer. This wasn’t always possible in the past, and often, they needed to consult with another agent to reach a solution.
This is different when using Amazon Connect, as each agent has access to the same data. No matter how many questions get thrown their way, everything they need about the customer is just a click away.
This also means that each customer profile can be promptly updated with the most current information. It’s even easier when you take advantage of the automation features, which automatically update customer data as it changes.
Amazon Connect allows agents to leverage pre-built connectors to gain access to vital information. These connectors can be utilized with applications such as Marketo, Zendesk, Amazon Simple Storage Service, and many more.
4 big benefits of Amazon Connect customer profiles
Customer profile management may seem simple, but Amazon Connect takes it one step further for the agent’s benefit. Customer questions and concerns can be tricky and somewhat convoluted with back-to-back inquiries. There are many different benefits that agents can take advantage of, but there are a few that stand out.
You can alleviate some of the workload agents face by implementing numerous automated features. Customer profiles, vital information regarding their account, and association with your business can be automatically updated from many sources. This means less manual work for the agent and minimal downtime from the customer’s point of view.
Customer profiles give agents the resources they need to navigate inquiries with ease. This also means they can provide quick solutions to each customer, spending less time searching for the information they need. You’ll find that this will make customers more responsive and trusting throughout the process. The agent and the customer will benefit from a more seamless experience thanks to detailed and efficient access to customer information.
Regardless of the type of inquiry, agents will have access to all the information needed to provide an unwavering experience. Each customer is unique, and its essential agents have crucial data available to deliver personalized solutions without delay.
You can also rest assured that customer data will always be accurate. Data collected over time can be used to improve the customer experience, as it’ll show the pain points that need the most attention.
Customer support from every angle
Whether through the phone or chat, your agents can handle customer concerns across multiple mediums. Phone calls are still quite common, but many prefer to take their requests through online chat.
Amazon Connect allows agents to manage requests from mobile or desktop devices while having access to all customer data along the way. It makes for a more straightforward experience for the agents and a much quicker route to a solution for the customer, as everything they need is in front of them at all times.
At CloudHesive, we’re big advocates of what Amazon Connect offers. For a closer look at how Amazon Connect can improve your business’s customer service experience, review our case studies. They also provide information on the benefits and importance of AI and ML in contact centers. If you have any questions, we’re here to help.