Let’s be real: your customers aren’t here for the hassle. Whether they’re calling in, chatting online or clicking through your site, every second they spend jumping through hoops is another second they could be spending with your competitor. Retention is hard to earn but is absolutely critical for your business growth — with so many online reviews and opinions nowadays, a huge chunk (33%) of the highest quality leads come from referrals from existing customers. And let’s not kid ourselves. Frustrated customers don’t turn into repeat buyers.
So, what’s the secret to turning window shoppers into loyal, return buyers? You guessed it: remove the friction. A smooth, seamless customer journey is a must if you want to convert first-time customers into repeat buyers. Let’s look into how you can leverage your contact center insights to smooth out the experience and watch your sales and retention soar.
Omnichannel game: How consistency across channels drives CX success
Picture this: a customer starts browsing your site on their mobile while waiting for a coffee. They add a pair of shoes to their cart, then get distracted (we’ve all been there). Later, they hop onto their desktop to finish the purchase. But — plot twist — those shoes? Gone. Their cart is empty, and they’ve lost interest. What happened? You guessed it: friction.
But imagine this same customer had an omnichannel experience. The shoes would still be in their cart, ready for checkout, no matter what device they’re using. This is where your contact center’s insights come into play. By integrating all customer touchpoints (mobile, desktop, chat, phone, etc.), your team can provide a seamless, consistent experience across the board.
Omnichannel is key, and it’s why Foundever develops end-to-end omnichannel support (for example, in this case study where a luxury EV brand saw a rapid acceleration in sales). When a customer reaches out for help via chat, and then calls in to finish a transaction, their history and preferences should automatically carry over. This integration between channels makes customers feel heard and understood, resulting in higher conversion rates and improved retention.
AI-powered personalization: The smart way to get to know your customers
We all love it when someone remembers our name or asks if we’re still enjoying that book we mentioned last time. It’s personal, it’s special and it’s exactly what AI can do for your customers. And, as cool as that is, it’s not just a “nice touch.” Customers expect personalization to some degree throughout their CX journey. And 59% believe businesses should use the data they collect about them to personalize their experiences.
By using AI in your contact center to analyze browsing history, purchase patterns and customer interactions, you can offer tailored product recommendations and assistance that feels less like a push and more like a helpful nudge.
For example, let’s say a customer has reached out to your contact center asking about the latest tech gadgets. Using AI-powered tools, your agents can instantly suggest matching accessories or upgrade options based on the customer’s preferences. And that’s the beauty of AI-powered personalization. It doesn’t just recommend what’s popular; it makes customers feel like you’re guiding them based on their unique needs and desires.
When customers feel understood, they’re more likely to trust your brand, and that’s the secret to boosting retention. Personalization drives loyalty because it shows your brand cares about them beyond a single transaction.
Proactive engagement: Don’t wait for customers to come to you
If you’re waiting for customers to call in or email with issues, you’re missing out. Customers don’t want to chase down answers or fight through layers of support. They want instant help when they need it most.
That’s where proactive engagement comes in. Your contact center can use automation to reach out to customers at the right time — like reminding them of an abandoned cart, offering a special deal or checking in on their order status.
For instance, if a customer adds items to their cart but doesn’t complete the purchase, your system can trigger a friendly reminder or offer assistance via live chat. Better yet, provide an incentive like a discount or personalized recommendation to make the customer feel more at ease. This proactive approach prevents friction and shows that your brand is attentive, not just reactive.
By anticipating customer needs and offering help before they have to ask, you create a customer experience that feels effortless and valued. And that’s a surefire way to build trust and boost long-term retention.
How removing friction leads to bigger sales and longer retention
So, how does reducing friction actually boost sales and retention? Simple: when customers don’t have to struggle through fragmented or frustrating experiences, they’re more likely to complete a purchase and return for more.
Think about it — a smooth, personalized journey means fewer drop-offs, more conversions and ultimately, greater customer satisfaction. Customers will feel like VIPs who are being treated with care and attention every step of the way. When you exceed their expectations at every touchpoint, that’s when they stick around, not just for one sale, but for the long haul.
As you continue to refine your CX strategy, keep an eye on the insights you’re gathering from your contact center. These data points are gold when it comes to fine-tuning your approach and ensuring your experience remains relevant, fresh and, above all, friction-free.
The real secret to your sales and retention strategy? CX
Removing friction will make life easier for your customers, and also make them feel special. When you provide seamless, personalized and proactive service, customers will see you as a brand that’s always ready to help them, not just a company trying to close a sale. And guess what? That makes them more likely to buy, return and recommend you to others.
So, stop letting friction stand in your way and start creating a smoother, more engaging experience. With insights from your contact center, an omnichannel strategy, AI-powered recommendations and proactive engagement, you’ll be well on your way to driving higher sales and stronger retention. After all, every customer deserves a hassle-free journey.
To take your CX strategy even further, dive into our ebook, “From touchpoint to transaction: How to use CX to fuel sales & retention.” Learn how to fine-tune your approach and turn every interaction into an opportunity to grow your business.