5 Ways To Create Amazing Customer Experiences

By Petra Beck, Marketing Director, Software & Solutions, Information Management Division, Kodak Alaris

We live in an “always on” world, where information is constantly at our fingertips and the expectation for immediate responses is the norm. When customers contact a business, they don’t want to wait on “hold” while an agent searches for answers. If customers don’t get the service they expect, they hang up or click over to the competition. According to Forrester, 90 percent of customer service decision makers believe that delivering good service is critical to their company’s success. That’s why customer experience management, now more than ever, is a top strategic priority.

Here are five ways your retail IT clients can creating amazing customer experiences:

1. Allow customers to choose the channel that works best for them

An important driver of positive customer service experiences is to communicate with customers using their channel of choice, whether its email, online chat, website inquiry, social media, or voice. It’s equally important for contact center agents to be able to seamlessly switch between communication channels during a customer interaction. Agents need to be informed about customers’ status so they can deliver fast, accurate and consistent responses — no matter what means of communication the customer has chosen.

Please log in or register below to read the full article.