Enterprises usually believe that they understand what customers want. However, the truth indicates the other side of the story. Transition of businesses from stationary to mobile after the evolution of Internet technology has made the customer-service landscape extremely complex. This results in the progression of contact centers to provide seamless services to customers across the globe. These call centers adopt varied channels to generate huge volume of data, both structured and unstructured. The data is then evaluated in order for comprehending customer preference and create a strategy to meet and exceed customers’ expectations.
Transition in Business Environment Changes Customers Expectations
With the evolution of contact centers migrating to cloud and using mobile and social media to run their business processes, customers can engage in real-time conversations. This results in building customer-to-company relationship, which is an integral part for business consolidation. With more modes of communication emerging in contact centers, understanding customer experience with respect to products or services can’t be determined easily. If Zendesk survey report is to be believed, 91% customers seek online assistance to resolve their problems; 40% customers prefer approaching call centers to find resolute solutions to their problems. It is therefore important for call centers to utilize those communication modes that align to marketplace needs and deserve to create a platform for healthy interactions with customers. Healthy interactions enable organizations to understand customers interactions, which can benefit both companies and outsourcers.
To conclude, assimilation of data for analysis helps call centers to leverage and demystify customer experience, which plays a vital role for businesses to flourish in terms of revenue, sales, profits and clientele base. All in all, seamless service delivery capability of a contact center enables both customer and company to become loyal to each other and develop a long-lasting relationship.