Transform the Customer Experience
A unified customer relationship management platform lets you build service around your customers and solve issues faster.
With the evolution to a customer-centric organization comes a new role for service leaders. In addition to putting the customers at the center of every decision, leaders must optimize support through every touchpoint, from email to social media to phone calls and beyond. You can also empower your customers with self-service solutions such as a customer portal or help center, then enhance the experience and scale support with automation and chatbots.
For example, in response to a recent spike in service cases, online meal delivery provider Sun Basket began using intelligent chatbots to answer simple questions and transfer more complex queries to live agents. This reduced case volume for live agents, who can now spend more time working directly with customers to resolve more complicated issues.
Deliver fast, contextualized service with unified data
As the ways that customers purchase goods and services continues to change, service agents are busier than ever answering new questions that arise. To ensure those interactions drive customer loyalty, service teams need a unified view of a customer’s interactions and case history, all collected through a single platform and viewed on a single screen. Every service case has the potential to be a seamless interaction where service agents can see a customer’s entire purchase history, marketing engagement, and other open service cases.
Give service agents the right tools
True customer-centric transformation is not just about the technologies you implement. Companies must also empower their service employees. It’s essential to innovate the ways your service agents work inside and outside of your contact center. With automation and other digital solutions, it’s easy to manage your service teams from literally anywhere.
Stay flexible and agile with a unified CRM
Transforming customer experiences will look different for every company in every industry, but a unified CRM lets you stay flexible and agile when unexpected changes occur. By listening to your customers and responding quickly to their evolving buying expectations, you’ll be able to stay ahead of the competition.
Creating a new customer experience is an ongoing journey, and we want to hear about yours. If you have any suggestions for tips to add to this guide, please reach out to us on LinkedIn or Twitter.
