Fast, frictionless, fruitful: the three most critical components of any customer engagement.
For enterprises keen to deliver on all fronts, the challenges are numerous.
First, there is the 24/7 nature of customer activity. Second, there are the multiple channels via which customers can choose to communicate. And third, seamless integration with customer relationship management processes is needed to make everything work in harmony.
Get it all right, and organisations are well-placed to provide the kind of customer experience proven to boost reputation and build brand loyalty. In addition, agents get the kind of technological tools that not only make their lives easier, but also drive productivity and efficiency gains.
The opportunities on offer are significant – all enterprises and/or their technology partners need is a provider with the software to make it happen.
“In an increasingly connected and digitized world, it is critical for companies to provide a seamless experience for their customers – that means developing an effective omnichannel journey which connects every customer touchpoint,” says Diego Gosmar, Chief Innovation Evangelist at leading global contact center software provider XCALLY, whose solutions and expertise do just that.
“If organisations can consistently personalize their service throughout their physical stores, websites, mobile apps, social media, email, messaging and telephony, then that customer experience is as good as it gets.”
Indeed, the potential return on investment is huge.
According to research by Harvard Business Review, customers who have interactions with a company across multiple channels are 30 percent more likely to become loyal customers than customers who interact only through a single channel.
Similar Google research suggests 90 percent of consumers use more than one device during the path to purchase, which demonstrates the importance of being able to meet the needs of customers on the go.