Turn your Customer Experience into a Competitive Advantage.
Customers are a click away from researching, buying, reviewing, praising and criticizing your company and your products. Welcome to the digital age.
Consumers today have more choice, differentiation based on product features is hard to sustain, and the information consumers need to make buying decisions is instantly and always available. Add to this the fact that trust in advertising is at an all time low, paling in comparison to the influence of word of mouth recommendations. While people have always been quick to share their experiences – both good and bad – social networks like Facebook and Twitter are now giving word of mouth a very loud megaphone.
There is no doubt that the balance of power has shifted to the customer. And their expectations for service, convenience and accessibility are at an all time high. The question isn’t whether you need to step up your customer service game. It’s how will you do it?
Voxeo delivers technology solutions that improve the customer experience and impact bottom line profitability. In Forrester’s “The Business Impact Of Customer Experience, 2012,” analyst Megan Burns shares research supporting the fact that businesses with above-average Customer Experience Index (CXi) scores make millions, even billions, more each year than businesses with below-average CXi scores.
The way you serve and engage your customers over the phone and online can have a significant impact on their experience, satisfaction and long-term loyalty. Voxeo helps companies deliver easy-to-use self-service options and integrated contact center solutions for intelligently connecting customers with informed company representatives when needed. Our solutions address the major challenges (and opportunities) facing customer care organizations that need to enhance the customer experience, such as:
- Preference. Enable customers to interact with you using their preferred communication channels. Voxeo overcomes the complexities of delivering seamless, multi-channel customer engagement.
- Personalization. Deliver self-service menus that dynamically adapt to your customers based on their profiles, recent transactions, behaviors, location information and more. Streamline interactions, increase self-service containment and improve loyalty.
- Proactive Engagement. The ability to anticipate customer needs, deliver value-added reminders and offers, and diffuse potentially frustrating situation is not only a competitive advantage, but also an effective way to optimize operations and cut costs.
- Privacy and Security. Technology such as voice biometrics, not only prevents unauthorized access to customer accounts and data, but also makes it faster and easier for customers to engage in secure interactions and transactions with your business.
Get more information on Voxeo solutions to enhance your Customer Experience. Contact us today.
WHITEPAPERS & DOCS
The Power of Personalization
Optimizing Customer Self-Service for Increased Loyalty and Cost Savings
Engaging customers in streamlined and relevant interactions enhances the customer experience, increases loyalty and improves adoption of self-service channels. Understand the business impact of personalized customer service.