May 29, 2020
In our latest blog series, we’ve pulled together some of our top tips to...
Customer Experience Technology
Use Customer Experience technology to inform decision-making by turning data & customer feedback into in-depth insights and practical customer experience improvements.
Customer Experience Technology
Use Customer Experience technology to inform decision-making by turning data & customer feedback into in-depth insights and practical customer experience improvements.
Customer Experience Technology
Use Customer Experience technology to inform decision-making by turning data & customer feedback into in-depth insights and practical customer experience improvements.
Customer Experience Technology
Use Customer Experience technology to inform decision-making by turning data & customer feedback into in-depth insights and practical customer experience improvements.
Technology To Add Value Across All Channels
Did you know that by 2020 more than 40% of all data and analytics projects will relate to customer experience and spending on real-time analytics will grow three times faster than spending on non-real-time analytics?
Using our Contact Centre as a Service (CCaaS) technology will provide you near-live intelligence about customer interactions and experiences (all from a single access point) enabling you to find and act on this information quickly and in the moment.
Not only will you avoid more serious issues escalating but it will enable you to offer a more personalised, seamless and effortless customer experience.
Save time and improve operational efficiency
By having all data accessible from one platform, and highly visual dashboards, reporting becomes far quicker and more intuitive, making the customer services function much more efficient.
Cut costs whilst reducing fraud
Reduce the chance of fraud with voice biometrics & secure mobile EasyPay, whilst reducing IT costs by having everything on one easy to use platform.
Gain true visibility of a single customer view
With improved access to a deeper level of customer information and behaviour insight it is possible to gain a complete and single view of the customer.
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3 Steps To Success
We follow a three step process for all of our projects to ensure success:
Discovery
The first step is to understand your customer experience operations and the technology you use. We’ll keep your customer front of mind, whilst engaging with key stakeholders, to ensure objectives are more easily achieved.
This approach helps us determine the right focus, very quickly.
Design
Based on our findings from the discovery phase we’ll re-design any area that needs attention, to ensure every touchpoint is effortless for your customers and profitable for your business, whilst creating an environment of continuous improvement.
Implement
Finally, we’ll work alongside your own teams to implement your new service, whether using your own technologies or rolling out new ones. We’ll also keep a close eye on agreed objectives and KPIs to ensure you maximise the benefits and return on investment now and in the future.
We strive to make our clients happy
so, let's be happy together
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Phone Contact reduction via channel shift to online process for compensation claims for a travel firm
We strive to make our clients happy
so, let's be happy together
0 %
Phone Contact reduction via channel shift to online process for compensation claims for a travel firm
We strive to make our clients happy
so, let's be happy together
0 %
Phone Contact reduction via channel shift to online process for compensation claims for a travel firm
We strive to make our clients happy
so, let's be happy together
0 %
Phone Contact reduction via channel shift to online process for compensation claims for a travel firm
Ask Us Anything
Customer experience management (or CEM) is a set of techniques or applications that provide insight into customer interactions. It’s often used to manage how a company designs customer journeys, with a view to providing a positive and efficient experience for customers and the business.
Customer experience management technologies provide better access to a deeper level of customer information and behavioural insight, making it far easier to achieve a single view of the customer
Most organisations want to improve customer relationships to boost sales, loyalty and advocacy.
All too often they leave it to individual employees or teams (which can make a positive difference) but the entire organisation needs to be responsible.
Technology is important because it enables more effective management and delivery of the customer experience. And when that relationship’s managed well it lasts longer and is more profitable.
Omni-channel is essentially about the ability of customer interaction data to flow across different contact channels seamlessly. This means that if a customer has just complained about something on Twitter and then calls you, your advisors know that and can handle the call in the most appropriate way. For customers, it means they can contact you using which ever channel they choose and know you will understand who they are, why they are contacting you and be able to solve their query quickly and effectively.
There are a lot of different customer experience management providers out there and it can be hard to differentiate. We suggest finding an independent partner to help you navigate the market and also think about how you want your customers to feel when they interact with the technology just as much as understanding the capabilities of the technology of itself.
This is a problem for many organisations but there are a lot of applications that wrap around your existing infrastructure and bring you the benefits of more up to date tech but also mean you don’t have to replace the core platforms. This is a very cost effective option and will help you provide the experience you want to deliver for your customers.
A recent Qualitrix survey of 10,000 consumers showed that delivering a positive customer experience gives the following benefits:
Customers are
- 15.1 x more likely to recommend the company
- 8.4 x more likely to trust the company
- 7.8 x more likely to try new products and services
- 7.1 x more likely to purchase more from company
- 6.6 x more likely to forgive company after a mistake
These all contribute to return on investment and when tracked through a measurement framework based on your internal metrics and financials will help you evidence results and ROI.
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