The Change dynamic happening the world over is here to stay and is impacting all aspects of society. The pandemic the world has been going through for the past two years has intensified and accelerated this change dynamic with businesses having to rise to the challenge of satisfying the incredible volume of customer demands.
Agility in customer service to meet versatile customer demand
Businesses are having to face growing customer expectations. In order to stay in the game and remain competitive they need to adopt brand new strategies to bring customer satisfaction to new heights by enhancing Customer Service quality in Contact centers and in Field Service. Rolling out such strategies calls for new disruptive technologies, technology being a key component in the digital transformation process empowering their Customer Service and Field Service agents.
Over the last decade, delivering excellence in Customer Service has become a differentiator and a real competitive edge. Consumers today have changed their purchasing behaviors and have become much more demanding. Depending on the company, that demand can vary but in all instances they will need to have the appropriate solution to help them cater to that demand.
Meeting customer demand with integrated and customized technology
Meeting the new market challenges and dynamics requires having the right technology to provide the best in Customer Experience. Indeed ensuring excellent service goes with stellar customer service. In order to provide that excellent service these 5 steps can come in handy:
- Maintain quality of service at all times: today’s tools can help greatly by automating those repetitive tasks so as to enbale your staff to concentrate on the more high-value tasks. Self-service channels, such as portals and chatbots, can help customers solve first-level requests without having to connect with an agent. Moreover, capabilities in analytics help in making more informed decisions and collaboration tools can make it possible for employees to work from home.
- Improve efficiency and automation to reduce costs: there are different ways for a company to reduce the administrative tasks of agents and free up more time to focus on customers. Automation of processes such as workflows, document management, review processes, and other processes that can help employees to be more efficient can be used.
- Support remote teams to work effectively: now, more than ever, it’s essential to invest in better technological support to upgrade company software and change contact centers by using Cloud-based services. Online collaboration tools and platforms facilitate access and collection of data.
- Deliver consistent and stellar customer experiences: ensuring that all customer interactions are unique, providing a stellar customer experience throughout the entire Customer Journey by leveraging high-quality insights, customer data and AI-embedded applications. Moreover a holistic view of customer interactions will allow for better decision making in real time.
- Align customer service, field service, virtual agents and mixed reality to create a connected customer experience: an integrated solution delivers a comprehensive and holistic overview of customer interactions for agents allowing them to provide efficient and customized services and also help them set realistic goals.
Microsoft Dynamics 365 is the ideal technological solution that helps businesses take that digital leap into Cloud-based next generation applications driving their digital transformation to new heights.