Companies understand the urgent need to create engaging and effortless digital experiences. Investing in new digital channels to more effectively serve their clients is a top priority for business in 2018. You probably know that the majority of customers initiate interactions in a variety of channels to address a single need. But did you know that most of these journeys begin not with a phone call but with a click or a tap?
When people engage via digital touch-points with your organization, they may forge seemingly random, winding paths along their journeys. Yet, no matter how many channels or interactions are involved, for the customer it is a single experience. This presents challenges for customer service built on a voice-centric call center infrastructure. Departmental and channel silos limit insight into contextual and historical data. That lack of visibility, combined with poor cross-channel integration, leads to an inconsistent customer experience (CX). Customers must re-authenticate themselves when switching channels, repeat themselves at each stage of their journey, or even restart their journey from the beginning. Understandably, their frustrations begin to rise.
Next-Generation Digital Customer Service
Nearly half the global population uses smartphones, and online channels are surpassing traditional communication methods to become the preferred means of contact—especially among Millennials. In order to succeed in this brave new world, your company must rise to the challenge. No longer is it enough to simply meet your customers’ evolving demands. You must anticipate their needs by designing omnichannel experiences that are personalized, context-based, and low-effort.
Tangible Benefits of Next-Gen Digital Service
Companies that excel at digital customer care reap impressive rewards. According to a recent McKinsey article, contact centers with successful digital strategies are seeing rises in customer satisfaction of up to 33% and cost savings of 25–30%. Your customers want contextual, personalized, and seamless experiences across every channel and touchpoint. The harder it is for them to do business with you, the more likely they are to move to your competitors. The Genesys Customer Experience Platform is open and scalable, and it easily integrates with your existing infrastructure. Orchestrate seamless, omnichannel customer journeys from a single, all-in-one, customer experience platform. Available both on-premise and in the cloud, the Genesys Customer Experience Platform simplifies administration, increases operational performance, and reduces total cost of ownership.