In today’s fast-paced and highly competitive digital environment, a customer holds the most power in any business situation. We live in an ever-changing world fuelled by the internet, where access to real-time information is only a click away.
In fact, people use Google Search more than 3.5 billion times per day! In such times, customers expect exceptional customer experience from any business – whether it’s an ecommerce startup or a multinational corporation with a detailed portfolio of services. Customers can make or break any business, and providing a high level of customer satisfaction ensures that a business retains its customers in the long run. A large number of unsatisfied customers may lead to a loss in sales, decreased profits, refunds, and loss of future customers. Or worse, an unhappy customer may switch brands and choose a competitor instead. Happy customers, on the other hand, act as brand advocates and may refer future customers also.
There is a lot of talk about the impact of digital channels on call centers. Customer Experience leaders worldwide are walking through a maze of technology stacks and putting together pieces of a jigsaw puzzle called Omni Channel Customer Experience, while on the other hand, balancing costs in a business. Contact center technology has been evolving very rapidly, and digital transformation in contact centers has only recently started picking up pace and gaining traction.
After garnering great reviews with CX Memories in India, this month we took the idea to Malaysia in the recently concluded Contact Centers Asia 2017 conference. To put it in minimum words, monumental shifts have happened in terms of customer experience in Malaysia and the APAC region at large.
Life is all about experiences. We humans are emotional beings and these experiences that we go through determine the level of trust and confidence we place in people, places, products and services. Talking about “Services” , it’s a bit different than the other variables.
Cloud-based call center software has seen a dramatic increase in demand and growth over the past few years. Earlier, most enterprises used to install on-premise call center applications in order to provide customer support.
With the help of cloud computing, organizations can now host their call centers at a third-party data center, in a remote place, and without the need for any on-premise hardware infrastructure.
Customer service is the backbone of every organization. It helps businesses to improve their brand and consumer relations. It does not matter how much interaction an organization has with its customer base, customer experience determines the level of success it has. Since revenue is often tied to quality and customer service, it is in the best interest of businesses to incorporate quality monitoring solutions to improve their customer service. Continue reading “How to Create Wow Customer Experience with an Effective Quality Monitoring Solution”
If you have a product that resonates well with the requirements of your target audience, your customers will definitely turn into brand advocates. The journey of earning brand advocates require enough commitment from businesses so that they can create ‘WOW’ experience. Thus, organizations need to keep themselves updated on latest innovations and technology updates. Continue reading “How Chatbots will Transform Customer Service?”
Some may argue that the role of ideation and strategies contributes to businesses more than anything else. However, the fact is that customer engagement matters the most, if any business hopes to be in the game for the longer run.
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