A blended workforce
A positive customer experience is vital to the modern business in the age of online user reviews and social media where performance is under the microscope 24/7. Every little glitch, every little slip in your service standards can quickly be communicated to audiences of thousands. Brand reputation is truly built from the ground up.
At the same time, with today’s mobile, always-connected culture, people’s expectations have shifted. They demand quality, they demand personalisation and they demand it now. When customers are used to self-help web pages downloading in seconds, they just won’t tolerate a five-minute wait on hold on a call to a contact centre. If their query or issue can’t be resolved first time, they will try another channel or go online to do it themselves.
For all of these reasons, businesses simply cannot afford to deliver a poor customer experience anymore. That is why so much investment is being pumped into front office operations, into contact centres, stores, marketing and sales, eCommerce - anywhere in the business that has direct contact with customers and clients - to deliver increasingly seamless and memorable service.
The rest of this article can be found exclusively on The Forum’s website. Check out the rest of the article ‘Revolutionise the Customer Experience with a blended workforce‘
Publish Date: November 16, 2018 5:00 AM
Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation
& several other capabilities
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.
Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.
PH: +44 345 0181 070
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
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