From the digitally empowered consumer to the rise of the telecom and communication industry, we are in the middle of one the greatest industry turbulences in our lifetime. How companies proactively and productively respond to these trends will anticipate their long-term relevance and financial sustainability. In this period of augmented perception and increased awareness, providing exceptional customer experience is now a critical capability and need.
Companies through digitising their key business architecture are finally swaying the revolution. To offer genuine customer engagement and accelerate profound sustainable changes, companies are adopting new strategies to re-code their business process.
As customer relationships are becoming less transactional and more interactional, companies are shifting from conventional business practices to a more unified approach and inventing new strategies that are more customer-centric. Below are the few perks of a good customer relationship management system that recodes your company support processes and delivers more proficient, positive and magical customer experience.
Redefine Support Processes For Proactive Problem Management:
In a hyper-social ecosystem, a company’s reputation may be already at stake by the time complaints reach to the customer support. Prime companies do not stick around on complaints to reach their contact centres. Many are instituting proactive processes to reach out and respond to customer concerns via social media.
Twitter has been a ground zero for immediate customer assistance, according to Conversocial research which reveals that over 37% of tweets mentioning retailers are customer service-related. Let’s assume @Samsungsupport proactively responds to customer questions and clarification, and tweets 10 times more than its official twitter handle. Although responding to questions and complaints via social account is hardly proactive, but this example exhibits Samsung’s support and commitment to make the life of its customer easier.
Thus, spotting methods that can decode organisation processes to drive proactive support whether responding to potential prospects or identifying new opportunities via social media can play a substantial role in the organisation goals and streamline their CRM Strategies.
Create Multiple Channels To Ensure Unified Customer Experience
As we understand customers move fluidly among call centres, IVRs, social media queues, online chat and email – and they expect customer support to do the same.