Today with the emergence of social CRM and automated support, customer experience basing on the service and management of the company can no longer be treated as a separate entity. If you look at it at a different perspective, employees are the ones that can give high quality customer service.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
However, the increasing transparency and increasing number of customer channels have allowed companies to gain access and visibility to customers than before. This is both a challenge and an opportunity. A challenge because employees have to hone customer service skills and learn new ones in order to improve customer experience. This is an opportunity because it gives companies means to get to know their customers better.
When things don’t go well, these multiple channels are the company’s weapons to reach out customers with issues and problems. This helps improve the overall customer experience without sacrificing any aspect of customer service. In social CRM, employees can monitor what customers are talking about, which will give companies a way to understand their demands and issues.
Automated support also improves customer experience because it helps customers diagnose their own problem and try to fix them on their own. This frees the employees to focus on the real and more challenging tasks at hand.
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