A company that focuses on customer experience and communication engagements must not underestimate the power of analytics. If your customer support is reinforced with automated support, you should regularly evaluate and assess the data collected in the platform. This ensures that the process is not only working but allows room for improvements as well.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Automated support provides data that must be analyzed so you can make necessary adjustments and improvements internally. It is only through this that customer experience is improved. Intelligent tools like automated support and CRM collect customer information that when analyzed carefully will generate the following:
- What the customers want and need
- What they think about your company
- How well you’re handling their problems or issues
- How much you value them as your customers
These things are very important when we talk about improving overall customer experience. With the existence of social media networks, customers have various channels to tell things about you. One bad criticism – whether on the quality of your service or product or about your customer support – will reflect negatively on your reputation.
In order to avoid this, you must take full advantage of the analytics that automated support and social CRM provides. Never underestimate the power of data. In fact, this might just be what you need to improve your company as a whole.
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