The way customers are experiencing your brand is changing. They learn more about companies from people know than they do from you. They expect a fast and simple customer experience with low effort. They expect companies to know who they are, and which channels they prefer to communicate with – smart phones, the Web and social media.In this new world, business as usual is no longer effective.Your brand is defined by the customer experience you deliver.
50% of all adults use social networking according to PEW Research.
For today’s experience, Customer Service is playing an increasingly critical role – yet many companies are challenged to deliver on it.- Only 1 in 4 contact center experiences are good ones (Source: Corporate Executive Board)- Only 20% of Executives say they support mobile applications (Source: Economist, Getting Closer to the Customer report, Genesys sponsored) Only 1 in 3 companies respond to Tweets about customer service
Promoter tells everybody about their experience (social media)Satisfied – lived up to expectationsNeutral – Nobody winsNegative – customer loosesDemoter – Tells everybody about their bad experience (social media)
Here are some examples: We have 3 different Customer Contacts that each could have a tailored customer experience based There needs Their ‘value’ to the organisation The resources that are available to handle the transactionIn example a) the customer has a general enquiry that would usually be handled by an outsource partner. By actively routing to the outsource partner from within the business’s Genesys routing platform the lack of available resources is seen and the call can then be routed internally or the customer offered a call backIn example b) the customer has a more specialised need which would normally be handled in the organisation's in-house contact centre but when resources are scarce branch associates who are available and who are equally well skilled will take the calls and/or staff in the back officeFinally in example c) the customer wants to speak to their branch but by having the branch telephony also routed within the business’s Genesys routing platform the call can be offered to the contact center or a call-back offered. All of this is based on using Genesys to match the customer and their contact reason profiles to known customer information and the available resource proficiency profile.
Universal queue of interactions – all prioritized by business rules – distributed to resources based on individual attributes (eHarmony)
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