Today, companies in the insurance and utilities sectors think they are doing well by offering their customers several channel choices for contact. But this isn’t enough.
These companies need to think again before patting themselves on the back. Unless those channels are connected – so that conversations and transactions started on one can be continued on another – the customer experience is likely to be disappointing, cost more than it should to deliver and generate less revenue than it might. The truth is, customers expect you to interact with them across a range of channels. They’ll only be impressed if you can follow them from one to the next. Find out how you can create an omni-channel experience for your customers that will increase your customers’ satisfaction, loyalty and their propensity to recommend while lowering operational costs.
For additional information see Webhelp UK’s Company Profile