Today’s consumers expect a seamless contact centre experience – and they judge you on how well you perform. And bad news travels fast. A poor experience with your organisation is quickly shared within social media communities and compared with the performance of your competitors.
With 65% of customers saying they’ve changed to a different brand because of a poor experience, and around 80% saying that after more than one bad experience, they’d rather do business with a competitor – the business and financial value of a great experience can’t be underrated. Especially when it takes a staggering 12 positive customer experiences to make up for one bad one.
Customers prioritise fast problem resolution, rapid answers, easy access to information, multiple communication channels, and expect your agent to have their details upfront. So, the performance bar and the loyalty stakes are high.
With Microsoft Digital Contact Centre call routing to minimise wait times, intelligent call swarming, self-service, and multiple interaction options, including virtual agents, your customers get their answers faster.