Customer Experience

More important than price or quality of product

Customer Experience

Brand loyalty has become a fickle thing. With so many options, it takes just one poor customer experience to walk away from a brand we once loved. Your customer experience now defines your brand like never before.

But how do you provide a great customer experience at a time when face-to-face interaction is at an all-time low and yet the choice of communication channels is greater than ever?

Enter the omnichannel contact center, the single way to manage your interactions with customers on the telephone, email, online chat, website forms, social media, and more. As many forms of communication as you can handle, collated into one interface, with all the dots joined between different media and data repositories.

Beyond real-time customer interaction, omnichannel contact centers offer accommodation to both needs and preferences of your customers, including buying habits, feature requests, service expectations, and more.

Another benefit is valuable data. A key competitive advantage to the companies that have immediate access to it, data used with agility can help outmaneuver the competition.

No wonder then that PricewaterhouseCoopers (PwC) cites that organizations investing in omnichannel contact centers have increased from 20% to 80% in 2020. Time to adoption is now critical, and taking a platform approach is often the fastest and most effective route to delivering an enhanced customer experience.

Top Considerations

Customer Experience

Top Considerations for Optimizing Customer Experience:

Consider a platform that connects with all your most common communications mechanisms.

Cloud-based platforms enable new levels of support as users migrate from traditional to hybrid workers, providing the ability to scale as end-user needs change.

Look for market-leading platforms with data collection, trending, and analysis capabilities.