A perfect customer experience through every channel
Customers are becoming more and more demanding while the number of communication channels is growing. In addition, the underlying technology is evolving rapidly and organizations are asking for new and innovative approaches.
Interaction Force helps your brand to make a difference by creating the perfect customer experience.
Communication channels have evolved extremely fast
From the traditional letter and telephone calls, over e-mail and text messaging, to web self-service, MMS, videophone and more to follow, undoubtedly even faster.
The new generations will drive us towards increasing use of these new channels. Not being able to respond to customers in a positive, flexible and efficient way, will lead to a substantial loss of (potential) business and market share.
Customers are ever more demanding
Customers nowadays quickly become frustrated. They will quickly express their discontent if the responsiveness of your company does not (or no longer) meet their expectations, or if the answers they get are incomplete. With the help of their social network and media outlets, your company’s unfortunate flaws will be swiftly exposed.
The good news, however, is that frustrated customers, who used to turn to the competition in silence, will now be interacting with you! You now have the opportunity to recover them. And… the opportunity to review your interaction strategy!
Customers have their preferred interaction channel
Customers may choose the type, amount and information channel of their preference, to interact with the organization, as opposed to being imposed what to use.
Some might stick to the phone, others would send an email, start a chat session or may even like to use the self-service capability of your web. But what if a consumer does not have access to a specific service, information or product through his chosen interaction channel? He will most likely turn to a competitor.
Nowadays, if you would want to force your customers to use one particular interaction channel, you will obviously fail in giving him the attention he needs and expects.
Image depends on customer experience
Every customer would want to be approached individually. Budgets once spent on one-way mass-marketing actions are now allocated to interaction strategies, allowing this highly personalized approach.
Every time a customer comes in touch with an enterprise, he has the opportunity to form an opinion. Over time the collective set of experiences will form an image in his mind, which will ultimately shape the brand’s image and its values. Interaction channels are contact points: moments of truth!
Interaction around the clock
‘Nine to five’ serving hours are (at least for an increasing number of products and services) totally outdated. Customers expect service around the clock. Not being able to cope with these renewed demands immediately results in customer loss. Furthermore, customers will no longer accept any disruptions in the communication channels due to technical malfunctions. Such occurrences might be interpreted as an excuse to cloak a lack of organization.
New generation of customers
The new generation is being raised with state-of-the-art multimedia communication techniques, constantly present in their immediate environment. They see the world through their e-browser. They do not leave the house without their video-enabled mobile phone or PDA.
How does this chatting, texting, surfing, and video-conferencing generation affect your interaction strategy? Today they may already represent a consumer group with significant buying power. Tomorrow they might be managers with decision power.
- Communication channels have evolved extremely fast
- Customers are ever more demanding
- preferred interaction channel
- Image depends on customer experience
- Interaction around the clock
- New generation of customers
Communication channels have evolved extremely fast
From the traditional letter and telephone calls, over e-mail and text messaging, to web self-service, MMS, videophone and more to follow, undoubtedly even faster.
The new generations will drive us towards increasing use of these new channels. Not being able to respond to customers in a positive, flexible and efficient way, will lead to a substantial loss of (potential) business and market share.
Customers are ever more demanding
Customers nowadays quickly become frustrated. They will quickly express their discontent if the responsiveness of your company does not (or no longer) meet their expectations, or if the answers they get are incomplete. With the help of their social network and media outlets, your company’s unfortunate flaws will be swiftly exposed.
The good news, however, is that frustrated customers, who used to turn to the competition in silence, will now be interacting with you! You now have the opportunity to recover them. And… the opportunity to review your interaction strategy!
Customers have their preferred interaction channel
Customers may choose the type, amount and information channel of their preference, to interact with the organization, as opposed to being imposed what to use.
Some might stick to the phone, others would send an email, start a chat session or may even like to use the self-service capability of your web. But what if a consumer does not have access to a specific service, information or product through his chosen interaction channel? He will most likely turn to a competitor.
Nowadays, if you would want to force your customers to use one particular interaction channel, you will obviously fail in giving him the attention he needs and expects.
Image depends on customer experience
Every customer would want to be approached individually. Budgets once spent on one-way mass-marketing actions are now allocated to interaction strategies, allowing this highly personalized approach.
Every time a customer comes in touch with an enterprise, he has the opportunity to form an opinion. Over time the collective set of experiences will form an image in his mind, which will ultimately shape the brand’s image and its values. Interaction channels are contact points: moments of truth!
Interaction around the clock
‘Nine to five’ serving hours are (at least for an increasing number of products and services) totally outdated. Customers expect service around the clock. Not being able to cope with these renewed demands immediately results in customer loss. Furthermore, customers will no longer accept any disruptions in the communication channels due to technical malfunctions. Such occurrences might be interpreted as an excuse to cloak a lack of organization.
New generation of customers
The new generation is being raised with state-of-the-art multimedia communication techniques, constantly present in their immediate environment. They see the world through their e-browser. They do not leave the house without their video-enabled mobile phone or PDA.
How does this chatting, texting, surfing, and video-conferencing generation affect your interaction strategy? Today they may already represent a consumer group with significant buying power. Tomorrow they might be managers with decision power.
Improve your customer satisfaction and lower your operational costs
Make a difference by continuously improving your customer satisfaction and reducing your operational costs. This stands for both simple call center solutions and complex solutions for customer interaction. We are happy to give you the advice that fits your organization. So that your customers can easily get the answers where and when they want.
Interaction Force wants to become the partner of choice for its customers. Interaction Force not only offers first-class solutions, but also first-class services.
Always available in the way that your customer wants
Making sure that your customer or prospect can reach you at any time and that you have a strategy how you will reach him when you, accidentally missed him, is crucial. Also when you reached out for him without succes, you must make sure that he can contact your organisation and that your employees know what it was about.
We can help you to setup your communication in a correct way!
Starting well prepared
A correct implementation and start are crucial for the success of the customer interaction operations. A good and complete training is essential and together with the customer we develop the correct training program.
Years of experience in the field of customer interaction
We have a clear understanding of current market demands and know how to define tomorrow’s business needs. These needs are translated by our committed team of creative developers into powerful features, allowing our users to react fast to changes in their customer environment. The team has an international dimension and their know-how is complementary: our experience covers both technical and operational aspects.
Alexander Franckstraat 256 / 2
2530 Boechout
Belgium
E: cloudsales@interaction-force.net
T: +32 3 808 25 25
