Ebook
Omnichannel
Customer Engagement Solutions
As customer experience quality is determined by a combination of multichannel experiences, contact centers are a central pillar, whether they communicate by phone or via digital channels. Contact center agents play an important role in offering customers a personalized relationship by using all of a company’s communication channels.
The major challenge for contact centers is consolidating customer data, in order to have a complete view of a customer and offer him the best answer at the right time and on the right channel. Personalization allows a company to build a strong relationship with customers and therefore win their loyalty.
However, too many companies still do not take advantage of their data to develop this trusting relationship.
Detailed Summary
In this e-book, discover how to use data to personalize your customer service and how to develop personalization to improve customer satisfaction:
Why should you personalize customer service?
What are new customer expectations with regard to personalization?
What are the benefits of personalization?
How can you take personalization further with tools such as artificial intelligence?
What are the challenges of personalization? How can you tackle them with the help of tools and a CRM?
69%
Of customers believe that personalized customer service influences their loyalty to a brand.
74%
Of customers want brands to offer personalized experiences
How can personalization be used as a tool for improving customer satisfaction?
63%
Expect to have this personalized experience with a customer service department
