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Connected Customer Experience

Connect – Engage – Help Your Customers

Author Erin Nelson on Dec-1-2015


In today’s competitive market, customers demand professional support whenever and wherever they need help. Businesses also expect their support teams to work within multiple systems and quickly utilize various processes; all of which create barriers for customer to effectively obtain support for their products and services.

To combat these issues, brands should focus on streamlining the support process by providing a single point of entry for customers. With the dawn of mobile apps and web portals, support can be provided at any time in any situation. 

Mobilizing support allows you to:

  • Create, manage, and monitor support requests in real-time
  • Minimize data entry by retrieving customer and product information automatically
  • Increase the cross functional usage of Services, Resources, and Solution
  • Consolidate the Support Data Sources and improve the quality of the data (inbound / outbound)
  • Provide better analytics and reporting throughout the organization 

Benefits to both the Consumer and Support Team:


  • Enhances product ownership and customer experience
  • Eliminates queues and frustration associated with call centers providing a call-now access feature on mobile apps
  • Empowers customers for self-service through the Support solution web portal
  • Enables faster resolution to support and service issues by connecting internal systems and teams 

Support Team

  • Gains efficiency, speed, and value in customer service operations
  • Results in satisfied customers and improved Net Promoter Score
  • Lowers cost of support and service per customer
  • Decreases reliance on call center agents by providing 24/7 self-service

Topics: smarter customer engagement, Engage Customers, CX, Connect customers

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