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Connected Customer Experience

Connect – Engage – Help Your Customers

Author Erin Nelson on Dec-1-2015

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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:

Consumers

  • 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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