As companies work diligently to engage their customers in new and varied ways, many find it harder than ever to provide the personalized and effortless service experiences their customers crave. Why? Because additive technology can complicate rather than simplify an already complex architecture, and it becomes increasingly difficult to share information across channels, drive informed decisions, and remain agile in an ever-evolving ecosystem.
Intelligent customer service can change all that. Organizations powered by intelligent customer service can create a true engagement experience that is more than the sum of its parts. The most elegant service solutions can be created only when they’re informed by service intelligence, which guides business decisions and behavior with relevant and timely data-driven insights.
With an intelligent customer service solution in place, businesses can deliver intent-driven outcomes in a secure, flexible, reliable environment. Intelligent customer service helps drive effortless experiences for customers and offers unparalleled productivity within an organization. Put plainly, it’s the future of customer service.
NOT JUST MULTICHANNEL OMNI-CHANNEL
Today’s customers may want to check the status of an order on the web, use self-service to answer common questions and learn best practices, or track an existing issue while it moves toward resolution. They may need to connect directly with an agent or may even require field service.
But the omni-channel experience is about more than social engagement via the channel of the customer’s choice. It’s about two-way communication. It’s about empowering companies to engage proactively with their customers through appropriate channels.
Customer service agents need visibility into customer records—including case history and preferences—in real time so they can personalize every single interaction. Intelligent customer service strategies facilitate effective omni-channel interactions by unifying the experience across self-, assisted-, and field-service channels
THE FUTURE IS NOW
All of this is possible with intelligent customer service. It’s time for you to create a strategy that will align your business processes, and we have resources to get you there. The goal is clear: satisfy customer experience expectations now and for the next decade