Are your customers calling too often? Here's how to improve customer experience without overloading your team
by Cynthia Mak Msc.
Customer requests keep piling up and your team gets overloaded. Employees try to do well, but get caught up in ad hoc contact and inefficient processes. Many organizations want to improve their customer experience, but don’t know where to start.
Meanwhile, it becomes increasingly difficult to keep an overview: where are the bottlenecks, which processes create noise and why do customers keep coming back with the same questions? Many organizations want to improve their customer contact, but don’t know where to start.
Imagine your customer contact running smoothly, efficiently and personally. Customers find their answers effortlessly, your team works with overview and focus, and you see exactly where you need to adjust in order to make structural improvements. No more overload, but control, peace and results – for customer and organization.
How to improve the customer experience
Many organizations look for ways to improve customer contact, but get bogged down in isolated initiatives with no lasting effect. At Budget Thuis a fast-growing player in the energy market, the challenge was exactly this: how do you reduce the pressure on the team while improving the customer experience? Together we tackled the core – with clear processes, data insight and choices that work at scale.
1. Start with the customer question behind the question.
Much customer traffic is caused by lack of clarity, repetition or misunderstanding. By improving customer experience, you can reduce the number of recurring questions and strengthen your customer’s trust.
At Budget Thuis, an analysis of common customer queries was done. By looking deeper than the first ticket, they were able to recognize patterns and resolve them structurally.
2. Make contact reduction a strategic choice.
Reducing customer contact does not mean: less service. It means: designing smarter. Through good self-service and process improvement, you reduce unnecessary calls and increase customer satisfaction.
Budget Thuis focused on contact reduction while maintaining customer focus. Many inquiries could be avoided by designing processes differently or offering customer information better.
3. Give employees more control over the customer journey.
If teams only see their own piece, fragmentation ensues. By giving employees insight into the entire customer journey, they are better able to think along with you.
At Budget Thuis, customer contact staff gained visibility into the bigger picture so they could not only respond, but also signal – and make the conversation more meaningful.
4. Steer for calmness and results, not speed.
Improving customer contact is not just about shorter call times, but about better conversations and lasting solutions. Peace of mind in the team is crucial for this.
Instead of working harder, Budget Thuis started working smarter. That meant better tooling, clearer instructions, and room to really address customer needs.
5. Make customer experience improvement an ongoing process.
Customer contact is constantly changing, and so your organization must keep learning and improving along with it. Take small steps, evaluate, and scale up what works.
At Budget Thuis, customer contact became a regular part of the improvement cycle. Not as a project, but as part of daily practice – supported by the entire organization.
You now know what improving customer experience can accomplish, but to really make a difference, the next step is up to you. Don’t worry – that’s where The Caring Company will help you.
Hi, I'm Cynthia
I know how frustrating it is when your team is doing its best, but the customer requests keep pouring in. Everything feels ad hoc, and real improvement always seems out of reach.
That’s because customer contact often doesn’t grow with the rest of the organization. Expectations rise, processes become more complex, and your team gets the bill.
As founder of The Caring Company, I help organizations like Budget Thuis make their customer contact smarter, calmer and more human. With an approach that works – even when the pressure is on.
I see what falters – and know how to do it better.
Would you like to discover how I can help you?
The concrete impact of our collaboration
Peace and overview in your operation
No more endless consultations or unclear escalations. Your processes are clearly laid out, responsibilities are fixed and your team knows exactly what needs to be done when.
Faster and better service to your customers
Because requests are processed more efficiently and exceptions are within clear frameworks, customers experience smoother service without delays or repetition.
Better collaboration between departments
Service questions move effortlessly through the organization because processes do not stop at a departmental boundary. That saves noise, lead time and internal frustration.
Testimonials
How it works
Step 1: Book your introduction
Book your free strategy call, where we can get acquainted. We'll discuss what you're up against and I'll give you concrete advice that will help you move forward.
Step 2: I provide a plan, you provide the decision
You don't have to figure it all out yourself. I quickly map out what's going on, translate that into a concrete and feasible plan, and guide you step by step to a customer contact organization that does scale.
Step 3: Enjoy peace, direction and a team that just mixes it up
No more noise. No endless discussions about who picks up what. You have an overview, clear processes and a support team that shows ownership and does what's needed - without you having to chase everything down. Customers feel heard, your team knows what it stands for, and you can get back to building for the future with the confidence that the foundations are solid.
Here's what you get
- Analysis of the most common customer questions and contact reasons
- Process redesign with focus on contact reduction
- Understanding the customer journey across departments
- Develop clear instructions and tools for employees
- Streamline communications to customers (both content and timing)
- Creating clear dashboards and steering information
- Involve customer contact employees in improvement proposals
- Securing changes in consultation structure and practices
- Guidance on translating strategy into daily practice
- Direct and personal supervision by Cynthia - no transfer to juniors