Business and customer service are undergoing changes that make the ties between business profits and customer service stronger than ever. This has created a business climate where the cost of poor customer service can mean the end of a business. The answer to this broad challenge for all businesses is to contact centre solutions to impact R.A.C.E.
This acronym is a simple way to break down the four building blocks of excellent customer service: Resolution, Availability, Cost Reduction / Control, and Efficient Operations. To improve these aspects of a business, you must improve how technology impacts people and processes to better serve the customer through IT support solutions.
According to a recent PwC Future of Customer Experience Survey, 32% of all customers would stop doing business with a brand they loved after one bad experience. But by looking at each aspect of R.A.C.E, businesses can turn loss to gain. In fact, 84% of companies that work to improve their customer experience report an increase in their revenue.
Resolution
By focusing on personalized service and fast resolution of customer fulfillment and queries, businesses can create a customer experience that drives loyalty and increased profits. Today’s customer services go beyond multichannel client communications to omnichannel via live chat, chatbots, SMS, email, social networks, and live video among others.
The goal is to move beyond multichannel communication approaches to omnichannel to eliminate silos that hamper fast customer resolutions. This requires customer service, communication, networking, and applications systems within call centers and network infrastructure enabling:
- First call resolution (FCR)
- Frictionless customer experiences
- Customer support and business process fulfillment 0% downtime.
That may require business technical support for contact center solutions and business systems that provide integration with IoT devices and technical products used by end-users as one example. Expert call center agent support is another way to drive fast resolution by augmenting internal services with third-party agent support services to meet growing customer service demands. Visit source to read more.
Contact Us:
Pathway Communications
Address: 95 Apple Creek Blvd.
City: Markham
State: Ontario
Zip Code: L3R 1C7
Phone: 416-214-6363
Email: anusha.parikh@pathcom.com
