Cross-channel reconciliation is difficult so you can’t offer total flexibility to your customers. Not to mention, implementing changes that impact multiple channels and regions can be complicated. With unified commerce, payments from all your channels feed into the same system. This allows for greater flexibility for your customers and better insights for you.
Despite CX personalisation being a priority at 93% of contact centres, a staggering 95% of them are yet to use intelligent routing to personalise customer interactions. Intelligent routing matches incoming calls with the perfect agent, who is best suited in terms of personality, skills, knowledge set, and availability to quickly and effectively address the caller’s query.
Omnichannel has emerged as one of the main promises of companies to improve the user experience. Basically, the strategy consists of allowing the customer to make choices according to his purchase profile and how he prefers to be served. Although the objective is very clear and the concept very simple, it was never really adopted by companies.
Door: Eelco Krikke.
2020 markeerde niet alleen het turbulente begin van een nieuw decennium, maar voor veel bedrijven ook het begin van een andere invulling van hun klantcontactstrategie.
The pandemic has undoubtedly forced a shift in consumer behavior. In response, enterprises must engage with customers across multiple online channels, in personalized and proactive ways, and via emerging technology.
In a time of too many emails with blanketed statements, here are a few tips to level up your personalization game.