© ContactCenterWorld.com
ResultsCX Launches Enhanced Social Media Customer Experience Management Services #contactcenterworld Over the last few years, the way in which companies have handled customer inquiries has changed significantly. Ten years ago, communication with a brand was done almost exclusively by phone–with some email sprinkled in. Today, the list of communication channels is limitless; consumers interact by voice, email, SMS, social media, live chat video, and even self-guided materials found online. In response, ResultsCX’s newly expanded omnichannel CX platform shortcuts the path to resolution for customers communicating with brands through email, messaging, mobile apps, telephones, social media channels, digital brand properties or live chat. "Even before the pandemic, consumers’ use of social media for interaction with brands was commonplace, from the way they researched and shopped for items to the way they communicated with businesses about their everyday concerns," said Blayne Shell, ResultsCX Chief Revenue Officer. "Now more than ever before, brands that get social care right are the ones that will lead in customer loyalty and have great leverage over their competition." Businesses that offer consistent and quality customer service retain 89% of their customers. In contrast, organizations with less-than-ideal omnichannel customer support can retain just 33%. A recent industry example illustrates the need to offer a multitude of communication options for consumers, particularly in the healthcare and insurance industries. The survey showed the interest consumers have in leveraging chatbots and other online self-support materials for health, medical or insurance-related inquiries. Nearly a third of consumers (32%) said they have utilized a chatbot to inquire about health or insurance questions. Posted by Veronica Silva Cusi, news correspondent Date Posted: Thursday, May 6, 2021 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |