Effective customer interaction management has to be designed to strengthen customer service’s performance in delivering the results customers want.
Interaction management goes beyond the soft skills that call center agents and customer service representatives use to satisfy customers during their interactions. It involves designing every point of contact with a customer and making sure that a strong, consistent experience occurs, which helps build the overall strategy for developing the customer relationship.
Do you have a strategy for integrating technology in the customer experience?
Gartner research showed that 48% of organizations plan on increasing their CRM budgets to improve customer satisfaction. Great, more money spent on tools, but is there a customer experience strategy clearly defined or are you just throwing money at technology hoping that results magically happen?
You need a strategy for integrating technology as part of your overall customer experience because:
95% of customers believe an app is more convenient for customer service
48% of customers say the phone is the most frustrating channel
The team at Numero, a provider of customer experience CRM solutions, recently published an infographic created by the team at Delinio, outlining the need to improve self-service customer service experience and the effect that Web interactions have on customers today.
Customer Service Self-Service on the Web Matters!
What’s your strategy for making this an effective part of your customer service vision?