Latest Contact Center Best Practices

Oct 27

4 Reasons Your CRM is Better With Multichannel Communications

Posted by Kristen Braun on Oct 27, 2015 8:55:03 AM

In today’s screen-centric society, where devices are becoming increasingly complex, having all of the tools to connect with your customers is key. According to Gartner, “by 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human.” Your customers need to be able to reach you, regardless of whether they are on the go, sitting at their laptop, or sitting in an airport. The more conversations you can have with your customer, the better the relationship you can build, but you need to be able to cater to their lifestyle, and put a personality to a name and number. And it all starts by syncing your database management solution or CRM, which house limitless amounts of customer information, with your communication channels. Check-out the following benefits:

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Topics: customer service, multichannel contact center, CRM, multichannel communications, omnichannel

Aug 27

Why Businesses are Failing at Omnichannel Customer Service

Posted by Rachel Brink on Aug 27, 2015 8:51:53 AM

When considering the fact that 76% of consumers want to use 3 or more channels (voice, email, text, chat, social media, video, self-service, etc.) during a single transaction with a company, omnichannel customer service should no longer be considered a means of competitive differentiation—it should be considered an absolute necessity. In fact according to the Aberdeen group, companies with extremely strong omnichannel customer engagement retain on average 89% of their customers, compared to 33% for companies with weak omnichannel customer engagement. And as consumers become increasingly mobile and their expectations continue to rise, those businesses that are not adequately meeting the needs of their customers across all channels will have a tough time keeping up.

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Topics: contact center software, multichannel communications, omnichannel