shiyabul
New Member
Posts: 1
Happy Halloween
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Post by shiyabul on Aug 21, 2024 5:00:39 GMT
Delivering exceptional CX requires a deep, inherent understanding of a customer. Moreover, many businesses have failed to equip those on the front lines of their CX – customer service representatives – with the data they need. Only % of organizations are capturing data that drives context-based customer engagements. Disconnected data can only create inapt and inconsistent CX. This lack of connection further extends to communication https://lastdatabase.com/ channels. Most businesses take a multichannel approach to engaging with customers; after all, offering personalized experiences means meeting customers on the channel of their choice – webchat, SMS, video, and voice calls. But multichannel communication is siloed, making it difficult for representatives to have context on customer relationships that have been formed on other channels. For example, a representative on the phone may have zero background on a prior email exchange with the customer they’re speaking to. This forces customers to repeat themselves each time they engage with a brand, which causes friction and frustration for both customer and representative. Bottom line: unifying communications in an omnichannel approach is key to getting all the context needed to deliver excellent CX.
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