For more information visit: http://tel.st/4u8q

1. Making contact:
How to deliver a true
customer experience
No matter which industry, the customer experience is
one of the most important reasons why consumers pick
one brand over another.
Today, consumers no longer
choose a brand or service
on cost alone.
Their decision is influenced by a
number of factors, including:
• The customer experience
• Trust (or brand reputation)
• Word of mouth
• Choice of products/services
• Rates, fees or prices
So what is customer experience?
Still not convinced? Here’s the value
of customer experience in numbers:
Benefits of a customer contact strategy
What are the flow on challenges when it comes
to implementing a customer contact strategy?
140% $720
5
Website Social
media
Web chat In-store
experience
Technical
or product
support
Customer experience is impacted by every touchpoint
from researching online to purchasing, in-store experience,
provisioning/onboarding and customer support.”
This holistic approach can include your:
Customers with positive
experiences spend 140%
more compared to those
with poor experiences.
While all areas of the customer experience are crucial, the main voice of any
business comes from the direct contact with customers, whether online, over the
phone or face to face (store, sales or technical workforce).
A comprehensive and integrated customer contact strategy
can give businesses:
Cloud contact centres integrate consumer touchpoints, providing a
holistic overview of a customer’s interaction across phone, web chat,
social media and email.
On top of that, there is a world of benefits to the cloud...
Scalability and
flexibility to grow during
high-volume periods.
Increased ROI with the
ability to convert and
upsell with tailored
recommendations.
Extensive expertise:
offer businesses
partnerships with the
expertise of established
service providers.
46% of businesses say
employee-related costs are
the top barrier to deploying
a contact centre, followed
by the cost of equipment
and service, and lack of
funding.
Cost Prioritising Channels ROI
Customers are moving
away from voice calls,
and instead contacting
businesses through
email, social media, apps
and web chat. Brands
that can’t integrate digital
strategies will
fall behind.
Despite the fact that
contact centres have
been proven to generate
repeat business
and new customer
acquisitions, 43% of
Australian businesses
are concerned about
demonstrating ROI.
Australian businesses
lose more than $720 for
every negative customer
experience.
Customer experience consistently
ranks in the top 5 reasons for consumers
to choose a particular service provider.
Answer: cloud tech is the key enabler
Want to leverage cloud contact centres to
improve your business’s customer experience?
Embark on a journey with Telstra, Australia’s top
telecommunications service provider.
*All the statistics reported here are from Frost & Sullivan, Delivering True
Customer Experience by Embracing a Customer Contact Strategy, 2016.
of Australian
businesses are
now using cloud
services.
growth rate of
the cloud customer
contact market
in 2014.
in revenue was
generated by the
cloud customer
contact in one year.
99.1% $6.1M
Cost-effective: Cloud services have a low up-front fee,
up to 30 times less than premised-based models.
Consumption-based model: Flexible payment options,
including pay per agent or per licence of application.
Free upgrades and maintenance: Upgrades are looked
after by service providers and new updates are available
almost immediately.
Highly scalable and flexible: Businesses can add,
reallocate or remove agents online – plus, agents
can work remotely.
Disaster recovery: Cloud models offer disaster
recovery as standard, and can operate at full capacity.
Easy to deploy: Cloud contact centres can be launched
in less than 4 weeks.