Consumers expect great customer experiences at every step of the customer journey: from the moment they research products online, to the time they contact a supplier for service or to renew a contract. They expect immediate answers and in today’s multi-device, multi-channel world they demand great service, however and whenever they choose to make contact.
How do organisations consistently deliver superb service at every customer touch-point? By ensuring they understand the customer journey.
Whereas many organisations today have the ability to handle multichannel interactions, these are usually managed in isolation of one another with no synchronisation or context-sharing between channels.
In some cases, agents may be handling voice calls whereas back-office staff deal with non-voice communications, leading to a lack of co-ordination and an inability to see the whole picture.
The customer journey is left very much up to chance, resulting in abandoned self-service attempts, transfers and escalations between the front and back office, and poor customer experiences.
Our new omni-channel contact centre solution, Contact+ allows you to plan and track personalised customer journeys across all engagement channels including voice, web, email, SMS and social media.
This allows agents to see previous interactions, both agent and self-assisted, in the context of a complete conversation providing them with valuable insight into helping to resolve customer issues.