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"The omni-channel experience"

Omni-channel commerce Making customer experience the new competitive advantage

White Paper: Ameyo

Omni-channel commerce seems to be picking up steam across industries and has radically transformed the way companies do business.

In an increasingly competitive marketplace, where buying processes are undergoing a radical transformation and switching costs are becoming virtually fictitious, companies that do not offer a superlative omni-channel experience are difficult to survive.

This whitepaper on “Omni-channel commerce: Making customer experience the new competitive advantage”:

  • Uncovers the radical changes in buying omni-channel experience, customer expectations, customer service

  • Discusses the advancements in customer journey, the facets involved in implementing an omni-channel strategy

  • Talks about a recently launched concept called “Universal Queue”, and its significance in omni-channel customer experience

Omni-channel commerce Making customer experience the new competitive advantage
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What is

What is Customer Journey ?

The complete journey a customer takes while purchasing a product that might include a lot of factors like choosing the right product, taking delivery of the product, interaction with the seller and after sales service. Each of these factors could also be called as touch points. It is of utmost importance for any business to make sure that the customers are happy at every point in their journeys.

What is Customer service ?

Customer service is the support one offer his customer, before, during and after they purchase your product or service. This service depends on employees who can adjust themselves to the personality of their customer. More than answers, it’s about the promise, your brand gives to the customers. Priority given to customer service varies from organization to organization. A company that values good customer service might spend a lot on training their employees, in comparison to organizations

What is Customer Relationship Management ?

Customer Relationship Management is a set of practices, technologies, and strategies followed by companies to bring in a healthy customer interaction environment. For Customer Relationship Management, organizations use software systems to keep a record of customers’ contact information across different channels and track customer activity. These systems also consist of information related to customer care staff, sales leads, and even history of customers.

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