In many markets, your customer’s loyalty is only as good as the experience they had during their last interaction, and customer expectations are higher than ever. When poor service is experienced, not only do you hear about it but so do all your customer’s friends and contacts across various social media platforms. This negatively impacts your brand and service in a much more public setting than just a few years ago. There is the added challenge that looking after your customer has become increasingly more complex as yesterday’s call centres now need to be today’s multi-channel, fully integrated contact centres where customer information and preferences are combined across social channels, voice, email, web chat and, increasingly, video interaction.
Nowcomm’s scalable customer collaboration services enable organisations to retain their customers, increase their loyalty and attract new business in unique ways. Our NowContact solutions are modular; providing a service platform that can address quick wins and offer agility based on an open architecture that can incorporate new services quickly.
68% of execs say fostering collaboration with customers has increased in importance.
89% of business leaders consider customer experience the “new battlefield” for competition.
34% of execs list improving the customer experience as their top business imperative.
Gone are the days of “one-size-fits-all” contact centres. Customers expect faster responses, personalized service, and increased availability. They want service when and how they need it. Personalised care is now the rule, not the exception.