Customer expectations are changing. Near-instant engagement and communication is commonplace thanks to smartphones, social media and readily available internet access.
Customers expect the same level of quick interaction from brands, whether they call, email, engage on web chat or reach out on social media. They want to talk to organisations that are open, honest, friendly and trustworthy, which is often valued more that the price of goods and services.
They don’t want to have to call a contact centre between strict office hours to simply update their address details or get an update on an order. They want to be able to do it themselves, zero-hassle, so they can get on with their day, with no restrictions.
By adopting a customer centric approach that focuses on relationship building and empowering the customer you can unlock significant cost savings along with providing a highly satisfying experience.