Improving Service and Reducing Costs in Contact Centers | 2
Improving Customer Experience
Boosts Your Bottom Line
Consider:
1
of individuals surveyed globally point
to customer experience as an important
factor in their purchasing decisions,
behind price and product quality
of customers would stop doing business
with a brand they loved after one bad
experience
No matter the communication channel, a good customer service
experience can have a significant impact on business metrics. From
increasing efficiency to enhancing insights, contact centers are key to
securing consumer loyalty and purchasing.
A contact center outfitted with the right technology across diverse
channels, including telephone, messaging apps, and social media,
can support resolving customer issues quickly, tracking engagements,
and capturing data. But, while many companies are interested in
applying advanced technology to improve customer interactions,
they struggle with how to drive efficiencies and improve automation
in the service experience. A key element in transformation? Adding
machine learning.
Sources:
1. https://www.pwc.com/us/en/services/consulting/library/consumer-intelligence-series/future-of-customer-experience.html
2. https://www.bain.com/insights/are-you-experienced-infographic/
Companies that excel at customer experience
grow revenues 4–8% above their market
2
73%
32%
