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How IT Can Increase Your Customer Satisfaction and Retention

In the digital world, the power is with the customer. Customers are expecting more immediate communication services such as customer service and support. IT can drive the productivity of responding to their needs by integrating communication services methods and channels.

Most organisations have numerous channels for delivering customer service and support. These interactions are becoming increasingly fast-paced as customers demand immediate help and problem resolution . The challenge for many organisations is a lack of integration across their communication services channels and applications. How can IT help improve your customer services?

Integration calling

There is a clear business imperative for integrating customer service channels. If a customer calls a support phone line, the more information agents have about the person and the query the better (and faster) the communication services will be. Moreover, customers use the phone for more than support; they use email and mobile apps, among other channels. The last thing they want to do is repeat a service or support request multiple times before getting an answer.

  • Communications services meets the Web. If the two main support channels are phone and Web, investigate how IT can bridge the gap and offer a real-time support service while someone is online. Unified communication services platforms can also be integrated into Web chat for immediate access to an agent via both channels.
  • ‘App’ support. Mobile apps are also another burgeoning support channel as people now carry devices wherever they go. Bringing the support channel to a mobile device will provide the customer with real-time access to support, and mobile app notifications can be used to inform people of status updates and resolutions.
  • Back office data access. To reach the holy grail of a “360-degree view of the customer” IT will need to work to integrate any number of data sources in communication services – both on-premises and cloud-based. Thankfully, there are better methods for data integration available today and APIs are increasingly available for this purpose. With access to the right information, agents can see what the customer is calling about and prepare resolutions.

Artificial intelligence (AI) and chatbots

AI and chatbots for customer interactions may be in their early days of adoption, however companies who have deployed this communication services technology are already seeing great success with their customer engagement and retention. It is certainly worth investigating for initial, or “first-level”, service as it can potentially weed out simple requests, or help inform a customer unaware of a problem.

LET’S CREATE A PLAN THAT GIVEs YOU THE OUTCOME YOU NEED.

Register for an initial online discussion over Zoom, phone, or in person. And let’s find out where your business most needs our award-winning services and support.

By analysing your specific needs and priorities, we’ll give you a realistic and practical recommendation on what’s required to accelerate your modern architecture.

Our Senior Consultants will help you evaluate and understand your options, so you can make decisions that benefit both your business and your employees, while mitigating unnecessary risk.​

Combining Strategy, Transformation, Management and Optimisation, we identify and remove the obstacles to a successful outcome, before you even know they’re there.​

The session will cover:

Step 1: Recap and review

Together we’ll examine the steps you’ve already taken in adapting to COVID-19, and review the parameters for the architecture planning you’ll need in place going forward.

Step 2: Shape the
plan

Future-Planning for optimal performance, focusing on effective communication and collaboration, device lifecycle and configuration management and security.

Step 3: Identify your requirements

This is where we clearly identify the steps you need to have in place to develop your Strategic Technology Roadmap to create a Modern Dynamic Workplace. 

Step 4: Get the
report

You’ll receive a high-level report with our recommendations to accelerate your modern architecture, and the next steps for delivering your Strategic Technology Roadmap.

We’ll get you there. Faster.

With a high-level plan in place, you’ll have a clear understanding on the business case, benefits, and high-level budget considerations for your technology platform to accelerate your modern architecture. And you’ll be ready to leverage the Cloud to deliver the services and applications your teams need.

CASE STUDY

Find out what a great MSP relationship should be delivering.

How successful was your business transition to a remote workforce during the COVID crisis? Read how the National Breast Cancer Foundation was able to transition to a remote workforce environment almost overnight, and with 93% employee satisfaction.

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