Customer relationships represent a key success factor for companies. Conducting a respectful, partnership-based relationship at eye level while realizing the customer’s needs is one of the great challenges of everyday business.
Everything is getting faster and faster, and this also affects communication. It is therefore all the more important to operate a platform on which you do not set up limits and hurdles in communication with a proverbial self-created “firewall”.
The challenges are very diverse:
- How can I communicate my marketing and sales content to the customer?
- How well do I know my customers?
- How do we engage customers in product development decisions?
- How do we build long-term relationships with customers?
- How do I manage customers satisfactorily and efficiently?
In addition to touchpoints, which can be precisely defined in customer journeys, insights into target groups also play an important role. When it comes to developing suitable measures for the optimal customer experience, various information from mostly different sources is ultimately required.
Cross-departmental data from marketing, sales and service provide important insights to offer a personalized experience to all customers. In addition, it is very important that interfaces and information exchange across different platforms work smoothly. This is one of the digital challenges link|that specializes in.
Insights and automations for a better customer experience
Especially important are the moments when your company has direct contact with customers. For example, during sales calls or calls to your service center. New customers appreciate it when you can respond to their needs and communicate concrete suggestions. Existing customers who need support or information don’t want to have to explain themselves over and over again and appreciate it when your employees can quickly respond to their need. In reality, this is often not easy to implement. That’s why employees need a platform, or a digital environment, that supports them. High data availability is just as important as a simple interface that helps to easily understand the information displayed. In a service center, for example, this can lead to a much better customer experience with a good ticket system in combination with automatic caller identification than if your employees have to search for the right customer data in various systems after taking the call in order to be able to provide information. There are a variety of technical tools, including sentiment analysis, to help you understand your customers even better. Your sales staff could, for example, benefit from automatisms that support them in the conversation with artificial intelligence. This could be recommendations of potential products based on various insights as well as the automatic evaluation of your conversations and improvement tips based on keywords in the communication.
With our solutions for contact centers and corporate communications, we put the customer at the center of everything we do, while at the same time making everyday work easier for your employees. If you have any questions about this article or are interested in our solutions, we look forward to hearing from you.