organizations must engage digital customers on …organizations must engage digital customers on...
TRANSCRIPT
Driving Customer Engagementwith Robust Communications
Constellation Research finds that to open the hearts and walletsof today’s digitally empowered customers, businesses must
provide consistent multichannel experiences.
3 CHARACTERISTICS OF THEDIGITALLY EMPOWERED CUSTOMER
Customers evaluate the overall experience with abrand and expect consistency in responses
Customers demand faster response times and arequick to share both positive and negative experiencesthrough social media and review websites
Customers will openly share personal informationbut they expect organizations to use it to better
personalize experiences and anticipate their needs
ORGANIZATIONS MUST ENGAGEDIGITAL CUSTOMERS ON THEIR TERMSOf the top concerns organizations have about meeting customer expectations,37% are most concerned with delivering a consistent multichannel experience
BRANDS MUST BRIDGE THE CHANNELGAP TO REACH CUSTOMERS ON THEIR
PREFERRED METHOD OF CONTACTPHONE CALLS ARE STILL THE #1 WAY TO MAKE CONTACT
BUT USUALLY IT’S BECAUSE ACUSTOMER’S PREFERRED CHANNEL IS NOT OFFERED
#1ARE
USINGIT
TODAY
OFCUSTOMERS
PREFERLIVE CHAT
BUTONLY
BENEFITS OF A MORE ENGAGINGCOMMUNICATIONS PLATFORM
GET A 360-DEGREEVIEW OF
THE CUSTOMER
INCREASE CUSTOMERENGAGEMENT IN
MULTIPLE CHANNELS
PROTECTCUSTOMERSECURITY
IMPROVE NETPROMOTER SCORES
AND LOYALTY
EMPOWER THEMOBILE
WORKFORCE
USE DATAANALYTICS ANDGAIN INSIGHTS
HOW DOES YOUR BUSINESSSTACK UP IN THE MULTI-VERSE?
LEARN MORE ABOUT HOW TOBOOST ENGAGEMENT WITH AMULTICHANNEL APPROACH DOWNLOAD THE CONSTELLATIONRESEARCH WHITE PAPER:
HOW COMMUNICATIONS PLATFORMSDRIVE CUSTOMER ENGAGEMENT
https://www.8x8.com/resources/white-papers/how-communications-platforms-drive-customer-engagement
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