Pakistan & Gulf Economist Pakistan's Business Financial Magazine
Customer experience & digital transformation are now going hand-in-hand and companies need to provide exceptional customer experiences if they need to succeed in today’s crowded marketplaces. Customers also use many more digital channels than before and expect seamless journeys throughout their transactions and even while switching between channels. So how does one stay ahead of the competition in today’s competitive environment and what are the new expectations of customers? What should be the customer experience strategy?
Here is our take on how an organization can enhance its customer experience and satisfaction.
Customer Experience
Customer experience has become the main brand differentiator rather than product and price. We now live in an environment where customers value the experience of buying a product or service more than the product itself.
Customer Experience is No More Limited to a Single Department
As customer experience becomes the main driver, customer service is gaining more importance in businesses. While customer service was traditionally seen as a department solely devoted to handling customer queries, it is transitioning to a more central role as a profit center rather than a cost center. An increasingly larger number of executives also believe that customer experience with digital transformation is critical for business success.
Most Customer Interactions are Becoming Digital
Digital channels are gaining more prominence when it comes to customer interactions. Social media, email, and messaging have become serious alternatives to phone calls. Consumers are familiar with using these channels to communicate and are looking to use them even to interact with companies.
Messaging Gains in Prominence
Messaging is currently the fastest-growing channel when it comes to customer service. Unlike live chat which has disadvantages like its synchronous character, lack of conversation history, and limited use in mobile devices, messaging is synchronous, retains the chat history, and is compatible with mobile devices. Messaging services are now offered mainly through external channels like Messenger and WhatsApp.
Personalization Becomes Even More Important
It is no secret that every customer wants to be recognized and feel special. Personalizing the customer experience can go a long way in making customers feel more valuable, thereby enhancing loyalty. Today, artificial intelligence (AI) and machine (ML) capabilities are being leveraged to provide customers with much more seamless and personalized services. This is especially prevalent with companies such as Netflix and Amazon. These companies use AI and ML to study a user’s past behavior and then suggest options based on that past behavior. Carnival Cruise, a cruise company, also leverages AI and provides its customers with a wristband that provides customized directions and suggests events and sessions according to the customer’s taste.
Founded in 1994, ZRG International is an ICT solutions company with a major focus on customer interaction technologies and solutions. We offer experience and innovation to help businesses manage customer relationship and achieve higher customer satisfaction and increased profitability.
ZRG has a proven track record of introducing innovations and exciting new possibilities in the customer communication areas. Our line of solutions cover all aspects of customer communication including customer contact center, CRM application suite, quality assurance suite, call center management tools, self-service automation tools, campaign management and teleconferencing. Our solutions are deployed at mission critical contact centers that are being used to provide information, assistance and services to millions of users each day through live agent and self-service based applications.
ZRG has an experienced and knowledgeable team capable of quickly designing and adding tailor-made features in our solutions for site-specific requirements. By using open standards systems, specifications and protocols, we ensure maximum flexibility and future growth of our solutions. We use innovative techniques to deliver latest features and integration capabilities in a most cost-effective manner. Our deployment team has successfully completed all our projects well before the deadlines.
Every day, on every project, we deliver value through our accumulated technical knowledge and project management skills. Our expertise delivers immediate benefits to our clients with cost and time savings. Our solution delivers increased operational efficiency and staff productivity to our valued clients. This is what we do. We deliver beyond expectations. For more details:- www.zrg.com
