Post by alimularefin57 on Mar 16, 2024 5:40:19 GMT -5
For example, if the objective is to help the customer achieve a certain result ( such as solving a problem ) with the least investment of time on the customer's part, it will be possible to design a solution that allows us to anticipate his needs. This will have a positive impact on the experience for the customer, who will have to invest less time in reaching a resolution, but also in managing the problem itself, to the benefit of costs. How can this result be achieved? Today, companies have large amounts of data coming from customer interactions with various company systems , from the actions that company staff take to complete certain processes, from administrative and financial activities, etc. This is due to the fact that now all (or almost all) business processes are digitalised .
Thanks to this information - often surprisingly AO Lists simple - it is possible to predict with a good level of accuracy the customer's next moves , as well as the possible motivations that push him to act. For example, it is possible to predict in advance the reason why a customer is contacting us and make the most probable response available to the operator. Or even, this allows you to be proactive and communicate to the customer the solution to his problem before he even contacts the company. By introducing solutions that allow processes to be automated, maximum efficiency is achieved with a (potentially) positive impact on costs, without having accepted compromises on the quality of the customer experience, with consequent positive impacts on the business. Automation of automatable processes Process automation therefore plays an important role, and today the adoption of cutting-edge technologies allows you to create an extremely personalized customer experience, while positively influencing the efficiency of customer-facing teams . This phase plays a crucial role in the efficiency-quality combination of CX, as the adoption of the right tools is destined to have an exponential impact on the entire revenue chain , with effects capable of involving ( possibly ) the entire company. For example, there are solutions that allow you to manage the interactions of company areas that have direct relationships with the customer in a single interface, and a contact center in cloud format that aggregates the different communication channels such as telephone, chat, WhatsApp and email .
All this, leaving the customer the possibility to choose the channel of preference, while ensuring homogeneous management of requests in a single system . This benefits employee experience ( which is proven to have a positive impact on CX ), efficiency in request management and simplification of onboarding processes for new team resources (with impact on business scalability).
Thanks to this information - often surprisingly AO Lists simple - it is possible to predict with a good level of accuracy the customer's next moves , as well as the possible motivations that push him to act. For example, it is possible to predict in advance the reason why a customer is contacting us and make the most probable response available to the operator. Or even, this allows you to be proactive and communicate to the customer the solution to his problem before he even contacts the company. By introducing solutions that allow processes to be automated, maximum efficiency is achieved with a (potentially) positive impact on costs, without having accepted compromises on the quality of the customer experience, with consequent positive impacts on the business. Automation of automatable processes Process automation therefore plays an important role, and today the adoption of cutting-edge technologies allows you to create an extremely personalized customer experience, while positively influencing the efficiency of customer-facing teams . This phase plays a crucial role in the efficiency-quality combination of CX, as the adoption of the right tools is destined to have an exponential impact on the entire revenue chain , with effects capable of involving ( possibly ) the entire company. For example, there are solutions that allow you to manage the interactions of company areas that have direct relationships with the customer in a single interface, and a contact center in cloud format that aggregates the different communication channels such as telephone, chat, WhatsApp and email .
All this, leaving the customer the possibility to choose the channel of preference, while ensuring homogeneous management of requests in a single system . This benefits employee experience ( which is proven to have a positive impact on CX ), efficiency in request management and simplification of onboarding processes for new team resources (with impact on business scalability).