Sourya Biswas| Cloudtweaks
You may have the best product or service in the world, but without a customer you have nothing. Today’s assets focus on the customer and how you can leverage the cloud (and other technologies) to optimize customer engagement.
– Sam Walton (1918-1992), legendary founder of Wal-Mart.
Wal-Mart has excellent customer service, but that’s not the only thing that makes it the most valuable company in the world. Its lean supply chain and cost efficiencies help it deliver on its promise of “Always Low Prices.” In the same vein, not every cloud-based solution will work for you.
In the realm of customer service, the contact center plays a preeminent role. This paper explores several facets of a cloud-based contact center – deployment, the Total Cost of Ownership, etc. – all to help you answer that million-dollar question, ”Is it right for you?”
Many believe that excellence in customer service is a luxury only deep-pocketed companies like Apple can manage, while most businesses struggle to conduct daily operations under strained budgets. According to this paper, this is simply not true. Today, any company with the right basics and methodology can attain customer service nirvana.
”Every day were saying, ‘How can we keep this customer happy?’ How can we get ahead in innovation by doing this, because if we don’t, somebody else will.”
– Bill Gates, iconic entrepreneur and co-founder of Microsoft.
The best way to keep customers happy is to consistently exceed expectations, not just meet them. Customers today demand more than a toll-free number and an email id to reach you; they expect personalized customer service in real-time, using voice, text-based media types like email and chat, and social media, with seamless transfers between them. This paper tells you how to deliver exceptional customer service across multiple channels.
“A satisfied customer is the best business strategy of all.”
– Michael LeBouef, business author and academic.
In many companies, customer service is reactive, a consequence of a sale. However, proactive customer service is the need of the day. In fact, customer service can be an actual strategic advantage that drives growth. This paper outlines five ways this can be achieved.
“Whether you are big or small, you cannot give good customer service if your employees don’t feel good about coming to work.”
– Martin Oliver, MD Kwik-Fit Financial Services.
Finally, in the zeal to satisfy the customer, don’t forget your employees. You can substantially improve morale by implementing a mobile workforce. See here how Citrix can help you.