CUSTOMER EXPERIENCE SOLUTION AREAS
Next-Level Experiences to Maximize Engagement, Loyalty and Profitability
Maximize customer and agent engagement with reduced effort. Foster loyalty that creates brand advocacy. Boost profitability with revenue generation, improved productivity and business impacting analytics.
75% of consumers expect a consistent experience
wherever they engage (e.g., website, social media, mobile, in person). (Salesforce)
Companies with extremely strong omnichannel customer engagement retain on average 89% of their customers, compared to 33% for companies with
weak omnichannel customer engagement. (Aberdeen Group)
89% of companies expect to compete mostly based
on customer experience. (Gartner)
Multi-vendor Solutions for Comprehensive Customer Experience: Plan, Build, Manage
These days, consumers expect advanced, highly-connected experiences, thanks to companies like Amazon and Starbucks, among others. Major factors that contribute to a successful customer experience (CX) include variables like simplicity, availability and consistency. Every touch point that offers an opportunity for the customer to interact with a brand can impact that customer's experience, engagement, and ultimately, loyalty. Some examples of these touchpoints include contact center phone calls, chat/IM, emails, text/SMS, in-store interactions, social media, and more. Consumers actively choose where to spend their time and money based on their experiences at every touch point. Brands that provide exceptional CX have happy customers and happy agents - as well as increased profitability.
Learn how to deliver consistent, dynamic and simple CX
Do your customers feel like they’re contacting a different company every time they reach out to you? Do they have a choice about how they contact you? Do they have a different experience for each channel they choose to contact you on? Customer engagement is dynamic – it crosses channels, devices, generations, business units and time zones. Our team can build and deliver a simple, consistent, and dynamic experience for your brand's consumers and workforce:
Omnichannel Contact Center
Enabling contact channels with your customers is great, but it also opens the door for silos and customer frustration. We enable company success by taking an omnichannel approach, tracking customers' journeys across channels and providing that information to the desktop to empower and enlighten agents. This creates an environment that increases both customer satisfaction and agent success.
Engaged and empowered agents not only improve productivity and reduce turnover, they are a critical factor in creating and retaining happy customers. Whether you're looking to measure agent quality and effectiveness or to plan and forecast your team workload, we deliver workforce optimization (WFO) solutions that drive employee engagement and operational performance for your organization.
Over half of all customer interactions happen over multiple events and multiple channels. How are you tracking your customers' journeys? In the contact center, on your digital channels, through marketing, in person? Every touchpoint of a customer’s journey is another record in their experience with your company, your brand, your product, your service. We can help you map, track and understand those journeys, customer expectations and voice of the customer (VoC).