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% $7205

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.