White Paper: FirstSource
Whether it’s a B-to-B or a B-to-C model, the consistent delivery of high-quality customer care is a difficult goal to achieve. This is especially relevant in our device-driven world, an “always on” hyper-connected environment laced with multiple customer touch points
By: BP Logix
Customer engagement workflow through social media, mobile and cloud capabilities have become the most important need for today’s enterprises as social tools and cloud-based availability are among the best ways that companies can deliver value and leverage existing technology investment for successful customer engagement. With enhanced mobile support, social media integration, new cloud capabilities, and multimedia annotation businesses make their internal processes more efficient while also increasing communication with customers who are engaged in their business processes. Customers today demand both round-the-clock access to company representatives and swift resolution to their problems. Engaging your customer efficiently, will help you gain exposure, increase customer satisfaction and ultimately improve retention rates. Download this white paper now to learn how you can change the way your organization operates, enabling it to be more efficient, agile and effective with proper customer engagement workflow. This whitepaper provides deep insight on three elements, which enterprises need to provide in order to practice what we call, “customer engagement workflow” : Engage the customer by proper communication and acknowledgement. Embrace the customer by participating him directly in your business processes. Extend the cloud by integrating popular cloud services to your workplace.
Today’s customer interacts with companies via multiple digital and traditional channels like web chat, smartphone apps, social media, voice and IVR, and they expect a seamless customer experience, based on a single view of their interactions. This makes it critical for companies to offer convergence based digital customer experience.