Customer experience is an essential part of businesses that must not be overlooked, as it defines how the customer will experience their journey with your company. This includes your products and services, customer service agents, social media content, website interface, and more. All of these elements combined work together to craft unforgettable (and hopefully great) experiences. 

You may be wondering how to improve customer experience. Well, the good news is that it is not as complicated as it may seem. To improve customer experience you must first start analyzing your customers’ needs, offer a personalized journey, improve customer support, create a clear path to follow, and act on it. 

Even if you feel like you are staying behind, recognizing that you can do better is the first step to creating seamless customer experiences. So if you are wondering how to do it, then you are on the right track. In this article you will learn how to improve your CX, the benefits of doing it, and the results of not doing it.

What is customer experience in customer service?

Customer experience in customer service is the sum of every interaction a customer has with a company’s support team, before, during, and after a purchase. You must understand that this is not limited to a simple phone call or a customer email. This involves the overall perception a customer develops across all touchpoints, including browsing the website, engaging on social media, and receiving post-sale follow-ups.
Your company’s ability to deliver exceptional customer experience will determine whether potential prospects will buy and if your current customers will stay loyal or quietly walk away. In a landscape where 91% of unhappy customers leave a brand without even complaining, it is crucial to proactively manage and improve each customer interaction.

The core pillars of customer experience

Delivering great customer experience in the customer service landscape relies on three essential pillars:

• Personalization: Your customers are expecting you to recognize their preferences and purchase history so you can personalize their experience. If you are not too aware of the importance of customer service personalization, you must know that 76% of customers get frustrated when they don’t receive it. So, customer data is your greatest ally to tailor conversations, recommend products, and solve unique customer issues, allowing you to offer great CX.
• Proactive support: If you stay reactive you are wasting a lot of potential growth opportunities. Sometimes customers just need a little push to convince themselves to buy something from you. Also, if you offer them a solution to an issue before they contact you, they will appreciate it more than you think. This approach shows that you understand their journey and value their time.
• Consistency across channels: Customers love it when they have several options to contact you. You must have phone, email, live chat, in-app, SMS, self-service, and more support channels available. Besides having them available, you need to offer consistent service across all of them. Why? Because a lot of people, specifically 73% of shoppers prefer using multiple channels for their shopping needs, and they expect the transition between channels to be effortless.

Rising customer expectations

Customers' expectations are constantly evolving and you need to keep an eye on their needs, because tomorrow they may want something entirely different from you. This is not a bad thing, as it helps you stay competitive in an ever-growing market. 

Two critical expectations customers have right now are: 

• Quick support. A great number of people, as high as 72% of customers, want immediate service. If your support is not fast enough, it can lead to frustration and increased risk of churn. 
• Seamless omnichannel experiences. 80% of consumers expect chat agents and support reps to assist with everything they need. This means that if they already have a preferred channel they expect to contact you there and solve their needs there without being bounced between departments or channels.

Why customer experience matters in customer service

Customer service is only one aspect of CX, but it is a very critical one, often your make-or-break moment for customer experience. This is your company’s frontline and your team can either strengthen customer trust or lose it. Your customer service can be hired by you and managed as an in-house team, or you can hire third-party options. 

If you go for a third-party option and you start to prioritize how to improve call center customer service you will be better equipped to provide human-centric support that meets modern demands.

When businesses succeed in delivering excellent customer service, doesn’t matter whether they are outsourced or not, the rewards are tangible:

• They spend more when they feel valued and understood.
• Satisfied customers become advocates, sharing positive experiences with others.
• Strong CX reduces churn and supports sustainable growth.

The results of bad customer experiences

Bad customer experiences are your greatest enemy when it comes to retention and loyalty. It can cause immediate frustration, erode trust, damage brand reputation, and the financial impact is massive, as over $62 billion is lost every year due to bad customer service. Poor service can quietly push your customers away, often without warning, which means you won’t even realize you’re losing customers until it’s too late.

In an environment where competition is fierce and switching costs for customers are low, you simply can’t afford to overlook customer experience.

Key causes of poor customer experience

If you truly want to improve customer experience, start by recognizing what’s driving your customers away. The most common reasons for bad experiences include:

• Long wait times: As we mentioned before, customers want immediate service, so get rid of slow responses, if not your customers will look for a company that offers faster support.
• Complicated processes: Frictionless support and easy purchasing must be part of your company, because if your processes are confusing or slow, customers walk away.
• Lack of personalization: Generic, one-size-fits-all service is not acceptable.
• Ignoring customer feedback: Take into consideration that 88% of customers would buy from a business that responds to their reviews. This means that ignoring feedback is a missed opportunity for both recovery and growth.

The hidden risks of poor CX

One of the most dangerous aspects of bad customer experiences is that the damage often happens silently. How do you expect to identify customers’ issues if you don’t have a customer feedback plan in action. Without it you will not see the warning signs until the churn rate spikes or negative reviews start to stack up.

By not identifying the signs, your customers will quietly stop buying, switch to competitors, share negative experiences, and they won’t buy again from you even if the issue is resolved later.

How to improve customer experience:

62% of CX leaders feel they’re behind in delivering the experiences customers expect, and businesses that fail to close this gap risk becoming irrelevant in their market. So, what can you do differently? Start by recognizing you need to improve your CX. Now comes the question: how to improve customer experience. Follow these steps:

1. Create a clear vision for your strategy

Every successful improvement plan starts with a well-defined vision, and it should put the customer at the center of every decision. Clear goals help align all your departments coherently, leadership, customer support teams, and frontline staff will be focused on delivering outstanding service consistently.

2. Start empowering your employees and customers

Empowering employees means giving them what they need to solve customer problems quickly, without unnecessary escalations, like a support software that helps them. Empowering customers means offering self-service options and transparent processes that make it easy to find solutions on their own. Both approaches build trust and they will help you improve customer satisfaction.

3. Ask for employee and customer feedback

Customers and employees know if you are not listening to them and they will leave unless they feel valued. Collecting feedback from both employees and customers regularly through surveys, reviews, and direct conversations will ensure they will stay loyal. Feedback should feed into a continuous customer service improvement plan.

4. Understand your customers’ needs and how they evolve

Customer expectations change quickly, and only 10% of consumers say brands meet expectations for what they expect, which means most businesses are missing the mark. If you want to make the difference, you must invest in customer journey mapping and sentiment analysis to track trends. 

5. Use technology

The use of technology in businesses must be obligatory nowadays. You need to leverage AI to benefit from automation and real-time analytics helping you streamline support and personalize interactions. 70% of CX leaders plan to integrate generative AI into many touchpoints in the next two years, and 68% say companies that fail to adopt AI will struggle to survive. 

6. Personalize the experience

Generic support is no longer acceptable. Customers want to feel recognized and understood, so  they will get frustrated when they don’t receive personalized support. As we mentioned before personalization is your greatest ally alongside customer data, so don’t waste your chance on this.

7. Improve your customer support

Fast and empathetic support is the backbone of great CX, so improving call center customer service or offering great in-house support across all preferred channels is essential. We will talk more about this later on.

8. Reward loyalty

Customers love when they are recognized, so much that they will become loyal advocates for your brand. Loyalty programs that offer personalized deals and early access to promotions make customers feel valued. Rewarding loyalty reduces churn and increases lifetime value, do not stay beyond this.

9. Offer self-service and omnichannel experiences

Customers want to solve problems on their own terms, and the best way for them to do it is with self-service options like chatbots, FAQs, and knowledge bases. At the same time, people prefer using multiple channels for their shopping needs. Customers don’t want to repeat themselves across channels. Providing seamless support across phone, chat, email, social media, and self-service options is now essential.

10. Research how other companies are doing it

Researching how industry leaders and competitors deliver customer experience can provide you with valuable insights. Companies that regularly benchmark and adapt are better positioned to exceed customer expectations and avoid falling behind.

How to improve call centre customer service:

As we mentioned before, you can either hire an in-house support team or outsource your customer service. Now, improving customer experience also requires improving customer support, so if you have no idea how to do it, these are some of the best ways to do it:

Train your support agents

Investing in regular training ensures agents can handle complex customer issues with confidence. Customer service training should focus on building empathy and emotional intelligence to create meaningful customer connections. Your agents must be skilled in problem-solving, active listening, and clear communication.

Create a culture of emotional intelligence

Support teams need more than scripts, they need the ability to read customer emotions and to remain calm under pressure. Assuming you hire another company to take care of your support, then you need to know that call centres fostering emotional intelligence deliver better customer experiences.

Hybrid model (Humans + AI)

Modern support teams must combine human expertise with AI-powered tools. AI can handle routine queries, automate workflows, and provide instant responses. Human agents, on the other hand, manage complex and emotionally sensitive issues. Businesses that balance AI and human support improve their customer service faster than the ones who don’t.

Create an effortless workflow

Complicated internal processes lead to long wait times and inconsistent service. Streamlining workflows and integrating systems allow agents to focus on serving customers, not navigating clunky platforms. A smooth backend supports faster, more accurate responses, which directly improves the customer experience.

Build a customer-first approach

Every decision in the support team should start with one question: “What’s the best customer service improvement plan?” That always includes putting the customer first. This mindset leads to better service design, faster resolutions, and more empathetic support. Knowing how to improve call center customer service or in-house support ultimately means creating a culture where the customer is at the heart of every interaction.

Benefits of improving customer service and CX

Learning how to improve customer experience and actively working on it delivers direct, measurable benefits that can transform your business. The benefits of improving customer service go well beyond making your customers happy, they drive sustainable growth and create long-term competitive advantage. These are some of the key business benefits of improved CX:

Increased customer loyalty and retention

When you offer your customers receive fast and personalized service, they stay loyal. Customers who feel valued are less likely to switch to competitors, even when presented with lower prices. A consistent customer experience reduces churn and stabilizes revenue.

Higher customer lifetime value (CLV)

Satisfied customers buy more and stay longer, making them more receptive to upsells and cross-sells. 64% of customers will spend more if businesses resolve their issues quickly and conveniently. This improves your CX directly and increases the overall lifetime value of each customer.

Positive word-of-mouth 

Happy customers are likely to recommend brands to others. In today’s connected world, positive customer stories and social proof are powerful drivers of growth. Businesses using social proof tools report a 40% increase in customer engagement. Word-of-mouth marketing fueled by excellent CX can outperform paid advertising. Your business must take advantage of this at all moments.

Stronger brand reputation

It is imperative that your company becomes known for superior customer service in order to build trust faster. Responding to customer reviews is a key part of this, since customers would buy from a business that responds to their reviews. Ignoring feedback can damage a brand’s reputation, but actively engaging with customers shows reliability and accountability.

Greater agility and market adaptability

If your company prioritizes CX, you will be better positioned to adapt to changing market demands. By implementing a proactive customer service improvement plan, you can quickly pivot to meet customer expectations and integrate new technologies like AI. 

Increases employee engagement and performance

Improving customer service isn’t just about external results, it also boosts internal morale. When you invest in tools and streamlined processes, employees feel empowered and better equipped to serve customers. Motivated support teams deliver higher-quality service and contribute to a stronger customer-centric culture.

Operational efficiency 

By understanding how to improve call center customer service (or how to improve in-house customer service), you can reduce handle times, lower operational costs, and improve first-contact resolution rates. Self-service options and AI-driven solutions can handle repetitive inquiries, freeing up agents to focus on complex, high-value interactions.

Improve customer service and CX with Horatio

Boosting CX and customer service brings great benefits to your business. Ignoring them would instead bring harm to your business. It is critical that you start recognizing their importance.

If you are not working on it now, then you are missing out on many growth opportunities. The good news is that it is never too late to change.

You can start changing things now. Your customers will appreciate it and your company will thrive on their satisfaction. Customers won’t wait for you, so don’t make them wait, show them how you care for them by offering great experiences during their journey. 

At Horatio, we help companies from different industries offer support and experiences that go beyond customers’ expectations. How do we do it? Simple, we stay ahead of customer needs by evaluating what we have in hand, data. We use customer feedback and current data to help you identify areas of improvement.

Ready to enhance your CX? Contact us, we will craft a plan for you to take advantage of the benefits of improving customer service and CX.