What Are The Benefits Of A Connected Customer Experience?

There are many factors that go into having a connected customer experience. How can you get it? For example, using insights from customer data from a connected experience and centralizing the entire customer journey in an omnichannel strategy based on behaviors and insights from that data.

This results in a variety of benefits, from better customer retention to increased sales, but there are three keys to the CX baseline for any company trying to stay ahead of its market:

• Increased Customer Loyalty: When customers know that they are receiving support at each point of their journey, they are loyal to the brand.
• Customers Easier To Predict: A connected CX allows you to see all aspects of customer behavior and activity. The data collected through the customer service platform makes it possible to automatically predict their behavior and adapt technologies for the future and thus be able to anticipate needs.
• Increased Brand Trust: When you adopt a multi-channel experience and have a connected process, the customer profile is easily accessible to all parties involved in the support process. This helps reduce the risk of problems and mistakes that can undermine customer trust in the brand.

The Role Of Customer Service Technology

“Customer Service Technology” is a general term that refers to any technology that is used to improve the CX or the customer service process.

In customer experience, customer service technology enables brands to not only offer the support that people need, but also anticipate and ensure that customer service is every step of the way so that people can make inquiries that they need to solve.

The quality and capacity of the technology that a brand uses for digital engagement will have a great impact on the agent and user experience, as well as the overall performance of the call center.

In the past, many companies were limited in their ability to deliver a robust digital customer service experience, due to internal hardware limitations and staffing requirements. Today’s brands can adopt cloud solutions, offering everything an organization needs on a single platform, integrated into the company system, with all software hosting and hardware servers off-site.

What Are The Characteristics Of A Modern Digital Contact Center?

The foundation of digital customer service is call center software. Therefore, choosing the right one can make a difference. Some of the optimal features that digital customer service solutions should have include:

1) Access To All Digital Channels

Thanks to an integrated omnichannel call center, customers can communicate with an organization through any channel: live chats, social networks, email… Facilitating contact with the company helps increase trust and loyalty to the brand.

2) Trained Agents

With a digital contact center that offers the multichannel experience, agents take control of their function and provide the attention that the customer needs. All interactions are routed to an intelligent central inbox, allowing agents to manage work based on priority or arrival with system-driven SLA compliance. Plus, all of this comes within a single, unified agent application and maintains a complete view of the customer’s profile across the organization.

3) Comprehensive Management

A digital call center that focuses on the customer journey must offer the ability to manage everything in a comprehensive way to offer connected operations. Unified tools such as Artificial Intelligence (AI) -driven analytics and workforce optimization across all voice and digital interactions facilitate total management of contact center operations. In addition, self-service and AI routing based on sentiment or even behavior models, and agents combined, together provide a true omnichannel experience.

In conclusion, by integrating and transforming the digital customer service experience, you don’t just help customers. It also helps a company stay ahead of the market and ensure that users get everything they need. The goal is to anticipate needs and deliver a CX valued by customers. With the right call center solutions, it’s easy to do.