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5 signs it’s time to dump your customer experience provider

By Guillermo Garcia

Published 14 February 2023

Facing a rough patch with your Customer Experience provider? You’re not the first one and won’t be the last.

In today’s fast-paced, rapidly evolving customer engagement landscape, heartbreak happens all the time, and some customer-provider matches just aren’t meant to be, no matter how hard you try to make things work.

It’s often difficult to accept it when a relationship has run its course, and it can be daunting to put yourself out there again to find your next Customer Experience provider. But here’s the good news: the sooner you recognise the signs that it’s over, the sooner you can find the one.

Walking away from a situation that’s no longer fulfilling is the first step to finding the provider that’s best for you, that really understands your needs, and that turns your contact centre into the best version of itself.

There are different warning signs that things may have run their course with your Customer Experience provider, and you should not overlook them. Red SLA timers are much like red flags: ignoring them will cost you later on.

Signs that you should leave your customer experience provider

If you recognise a few of the following signs in your customer-provider relationship, it might be time for you to start thinking about calling it quits and looking for the right one somewhere else:

1. You’re making all the effort

When it started, you used to enjoy setting up your call campaigns with your CX provider. It used to be a way to spend time together. But now, setting up your campaigns manually feels like a chore, and your CX provider doesn’t seem to give much thought to how to make things easier for you. They have just gotten too comfortable.

You deserve a provider that will sweep you off your feet with their innovative ideas and impressive plans. With AI on your side, you’ll be able to automate every interaction in the customer journey, saving time and effort.

2. Bad communication

Some couples say they can read each other’s thoughts or finish each other’s sentences, and you wish communication was that seamless with your customers. However, your agents often find themselves dealing with very awkward and difficult conversations: they have to juggle different channels, or wait times become frustratingly lengthy, which worsens the mood and outcome of interactions.

With the right Customer Experience provider, your conversations will be smoother, more seamless, and more effective. And that’s not all; if you implement tools like AI Sentiment Analysis or Keyword Analysis to your communications, you’ll be able to read your customers’ emotions during the conversation and get real-time insights into what makes them tick or ick.

3. You’re no longer a priority

It can be a painful thing to accept when it happens; but at some point, you might find that your relationship is no longer a priority for your Customer Experience provider. They seem to have checked out; and every time you reach out to tell them about your business’ challenges or something you could use their help for, they promise to get on it ASAP, yet never do.

At this point, you might have to cut your losses, stop hoping for things to get better, and start looking for another provider that can be there for you through thick and thin.

4. FOMO (Fear of Missing Out)

In your days of wine and roses together, it was all about email and phone calls, and it was great. But now, you feel like you’ve been missing out on a lot of things; and when you hear through the grapevine about what other businesses are up to, you can’t help but feel a bit jealous.

From AI conversational bots and CRM integrations to WhatsApp or social media, there might be a lot of different options that you haven’t been able to explore with your current CX provider. If your partnership makes you feel like you’re missing out on all those ways to optimise your customer communications, it might be much more than just “grass is greener” syndrome. It might be a simple and plain sign that things are not working anymore.

5. You have outgrown each other

Maybe things weren’t always bad, but the relationship has run its course. Maybe your campaigns have grown bigger or more complex and your Customer Experience provider can’t handle them anymore.

You deserve a Customer Experience platform that allows you to scale, model, and design your campaigns at will, and to do so easily. If your current provider can’t give you that, the best thing you can do is start looking somewhere else. If you’re feeling like its time for someone new, book a date with our tech team to see how we can discuss a new relationship.

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