A brand’s reputation for customer service can make or break customers’ decisions to give them business. Customer experience (CX) has become a buzzword for brands across sectors, and providing a high-quality CX is imperative in today’s fast-moving, low-loyalty, consumer-driven climate. Companies must differentiate themselves with a CX that makes interactions simple and seamless for the customer. Gone are the days when customers were willing, albeit begrudgingly, to repeat their account information and their issue to several agents through multiple transfers. Consumer brand-loyalty is already low and a poor CX can sound the death knell for each bad experience.
While shifting your focus to customer experience is crucial, and learning new ways to improve will set your company apart from the others, the heart and soul of the experience your customers have is the agents they interact with. They must be as competent as they are caring, and they must care. Being a customer service representative, or agent, is a demanding job that can often feel thankless. The agents often take on the brunt of customers’ frustrations, and if your CX is not where it should be, an already frustrated customer may be pushed to a breaking point and take out their frustrations on the agent they speak to. Despite these challenges, most agents still have a strong desire to help customers and care about resolving issues. Are you hiring people who care to be your agents – the representation of your brand? Or, are you just filling seats?
The following blog, Part Two in a series focused on the individuals behind the headset or desk, highlights an inspiring story from an innovative product which strives to empower its users and break down barriers. This story was submitted to Talkdesk and included as part of our 11 Stories of Brilliant Customer Interactions to Inspire Your CX Team.
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THINX creates a gender-inclusive future, one pair of underwear at a time
Around the world, only 12 percent of young people with periods have access to the products they need. THINX set out to create period-proof underwear made with patented technology for ultimate period protection. This is period underwear, and that means it is universal to anyone who has a period. Due to the nature of our job, maintaining a personal touch and treating each ticket or call with the utmost care has redefined what customer experience looks like. People don’t just call in to learn about our products, they call in to learn more about themselves. Our team handles these conversations professionally and passionately. From breaking down the meaning of “period proof underwear” to having informative conversations about why someone should choose sustainable menstrual products over disposable ones because it’s better for your body and the planet—it’s all part of the job.
A special CX moment that we felt inclined to highlight was when we were contacted by Grace Robertson, a female firefighter from Georgia who suffers from endometriosis. Grace reached out to our CX team to share her experience as one of only six people to have ever completed the state of Georgia’s insanely tough Firefighters Laboring and Mastering Essential Skills (FLAMES) test. The week of the FLAMES test, Grace got her period and thankfully she had her THINX on. Grace’s story stuck out to us, not only because of her superhuman skills but her personal mission to show that girls can do anything—regardless of their gender and what time of the month it is! Grace is now featured in our One Woman video series in partnership with Harper’s Bazaar, spotlighting the endurance and adaptability of women in our community.
The truth is that our undies may not be actual magic, but they are universally changing people’s lives; those who are cognitively or physically disabled, just starting their period, postpartum, those who may or may not identify as a woman, those who wear XXS-3XL sizes and every *v* in between.
Want to create your own inspirational customer stories? The first step is to set the goals you want to achieve in your CX organization. At Talkdesk, we use data-driven insights to drive a customer-centric experiences that make customers feel understood by the brands they interact with. Check out these success stories from our amazing customers to hear it firsthand.