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Customers of today are immensely demanding and want the company agents to interact with them on the platform they prefer regardless of the time or day.
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How Personalized Customer Services Influences The Growth of a Business
Introduction • In the last decade or so there has been a major transition from traditional shopping in physical stores to online shopping. Of course, shopping online has its advantages but even then purchasing products from the regular stores also has its benefits. • And one such benefit is personalized customer service. This is where the contact centers can play a major role in helping the companies reach out to their prospective customers online using the most advanced call center software. • Empowering the customer support system with multichannel capabilities such as live chat support, email support, and social media customer service goes a long way in boosting the online presence of the companies.
With the help of live chat support and social media presence, a contact center can help its client to reach the customers who demand instant communication without even making a call. • Importantly, customers of today are hugely demanding and want the company representatives to interact with them on the platform they prefer irrespective of the time or day.
Growing Importance Of Digital Contact Centers • The role of digitalization has grown in the success of contact centers in the past few years. The organizations are certainly struggling to meet the personalization delivery and multiple channels expectations that go along with it. • While some companies are yet to catch up with the new trends and demands, most of the organizations have readily taken the steps to go an extra mile so that all their services and people are connected with a digital backbone- by hiring services of contact centers. • And there is no way around. It is an undeniable fact that ‘customer experience’ is the heart of all service offerings and contact centers only can provide the best and advanced service to their clients only by upgrading to the digital contact centers. • The integrated IT-BPO players have to seamlessly manage information, process, and people. The upsurge of self-service provides a new scope and role to the contact centers. You can expect a customer to provide his feedback on one channel and migrate onto another channel while the communication process is still on.
New Role Of Digital Contact Centers • According to the latest developments, experts in the technical and telecommunication field believe that the role of digital contact centers has enhanced a lot. Now, these centers will serve as an engagement centers and their primary function will be to work as an omni-channel provider. • And to ensure 100% viability and efficiency, the contact centers will have an analytics-driven architecture. It will ensure that smarter decisions are taken in quick time. So today’s digital contact centers can be defined as follows: • 1) Performing New Role of Customer Engagement Center2) Having Omni-channel expertise3) Providing domain-specific skills and solutions4) Unified analytics • Let us understand this new role and definition of digital contact centers in detail:
Customer Engagement Center In the next couple of years, full channel integration is expected to triple. That is why the contact centers cannot afford to stick to a just one-trick pony. The new age contact centers have an aim to deliver: • Analytics-enabled personalization• Seamless experience• Connected information- mobile, social, digital channels• Optimized up-sell and cross-sell Why is the transformation of the contact center to customer engagement or digital contact center so important? It is because enhanced customer experience is a major competitive differentiator. Research indicates that 77.5% companies believe that customer experience is the most significant measure of strategic performance. 77.0% evidence indicate cost savings through improved customer experience.
Omni-Channel Expertise • When contact center agents are trying to personalize the communication journey, often there are gaps especially when they are putting in efforts to manage the omni-channels smoothly. When you opt for a digital contact center service, these gaps are eliminated since all the channels are combined into one. • It means that the information and the insights obtained from these multiple sources is accumulated under one canopy and is routed through the right channel in real-time. To enhance the impact of omni-channel servicing the contact center providers can also introduce omni-channel personalization and provide differentiation. • To gain a good amount of experience across all the channels of communication a contact center must invest in tools and technologies that can direct the right service or solution to the right person at the right instance seamlessly.
Unified Analytics • In the past few years, the gap between delivery of service and expectations of the customers has widened. That is why there is a growing demand to analyze and predict the behavior of the customers so that real-time service can be offered. • And for automation and predictive analytics, companies are ready to make a decent investment. Incidentally, if the BPO landscape is closely studied, the No.1 trend of today is to intimately understand the customers and scope out their expectations. • When you define parameters and put the contact center analytics in place, you can get a complete picture of the customer mapping across varying networks, devices and locations. • With the bigger picture in view, the digital contact centers can come up quickly with solutions that can lower operational costs and boost seamless engagement opportunities with customers.
Domain-Specific Skills And Solutions • To ensure that the technology is enabled and applicable across geography, ranks, and teams, a contact center will need process solutions that automatically integrate and also indicate real value drivers as well as weaknesses. • It will help the contact center agent to take smarter and quality decisions.
