Infotechcrowd

Customers Prefer Self-Service So Give it to Them! In study conducted by Gartner, world leaders in information technology, they predicted that by the year 2020, the customer will manage 85% of their relationship with enterprises without ever interacting with a human.(2) That same study showed that by 2017, 50% of consumer product investments will be redirected to customer experience innovations. The implications for your company are clear. People want information and they want it faster than humans can provide it to them. Even your highest performing virtual service agents can’t know all the answers, all the time. In the time it takes to consult a manual or ask a supervisor, you may have just lost a customer. There’s just a small window of time between that moment when a potential customer stumbles upon your site and when they navigate away because the information they needed wasn"t readily available. And the flipside - The faster, more accurate, and seamless your customer’s experiences with your company are, the more they will reward your business with referrals, recommendations and return business. When your customers feel like you really understand them and their needs, you’ll know it. www.nanorep.com 03 A Consistent Customer Experience Spanning the Digital Channels Businesses that are slow to invest in improving the customer experience may also be relying on out-of-date information systems and technology infrastructures. The result is an inconsistent, impersonal and disconnected experience across different touchpoints and channels. As a business, you need to focus your efforts on making each and every encounter equally positive. Today we can connect with our customers via any number of digital channels, including web-based, mobile, or interactions over the phone. Regardless of the channel, the customer’s experience should remain the same. Understanding this is one thing, implementing it is quite another. How to Create a Single View of the Customer Studying your customer is critical to understanding his or her experience with your company. By extracting insights from various touchpoints and channels they have interacted with and have used to communicate with your organization, you can begin to understand a lot about each person and what makes them tick. www.nanorep.com 04

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