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[infographic] multichannel CRM: going with the flow
[infographic] multichannel CRM: going with the flow
[infographic] multichannel CRM: going with the flow
[infographic] multichannel CRM: going with the flow
[infographic] multichannel CRM: going with the flow
[infographic] multichannel CRM: going with the flow
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[infographic] multichannel CRM: going with the flow

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Outstanding digital customer experience is an essential differentiator in increasingly competitive markets. But how should you use multiple channels to interact with customers. For more …

Outstanding digital customer experience is an essential differentiator in increasingly competitive markets. But how should you use multiple channels to interact with customers. For more information, visit http://oran.ge/1m9d6Wv

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  • 1. Outstanding digital customer experience is an essential differentiator in increasingly competitive markets. But how should you use multiple channels to interact with customers? multichannel CRM: going with the flow
  • 2. understanding customer requirements Why do some customers choose one channel over the other? According to a survey from French industry body MEDEF, a variety of factors drive that choice. simplicity immediacy time saving human contact interactivity availability 88% 72% 66%84% 77% 58%
  • 3. preferred communications channelo Consumers in different industries communicate in different ways for different reasons. Consider the difference between financial services and online shopping, according to Ovum and Boldchat. 70% 23% 41% 53% 17% 11% 7% 4% phone email web chat social media financial services internet shopping
  • 4. smartphones transforming retail Over half of smartphone users will check prices online when in the store – so-called showrooming. This is an opportunity to engage with customers and give them what they want on the spot. An Aprimo survey suggests what you should offer. 23% 29% 36% 30% 57% item shipped to home in-store customer services personalized coupons loyalty points price matching
  • 5. customer experience driving cloud Cloud contact centers help break down silos between channels to deliver an improved and consistent omnichannel customer experience. Customer experience is the leading enterprise driver for cloud contact centers, says Aberdeen Group. improve agent productivity reduce costs and improve profitability improve customer experience boost business agility with scalability 32% 45% 26% 26%
  • 6. costs and automation infographic created by Futurity Media sources: Medef, Aprimo, Ovum, Boldchat, Aberdeen Group, Forrester Research. $12 $6 $5 $4 $0.10 phone: technical support phone: customer service web chat or call back email response web self-service Not all channels cost the same per contact according to Forrester Research. Look to optimize the lowest-cost methods while maintaining customer satisfaction.

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