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Article : Engage With Your Customers in the Digital World

#contactcenterworld, @ringcentral

Our communications preferences have changed. Our preferences have shifted more towards digital – social media, text, messaging and now video are part of our daily habits.

While this is obviously true for new generations who were born in the digital world, those from traditional generations tend to adopt the convenience of asynchronous digital channels. Messaging apps such as WhatsApp, Facebook Messenger or iMessage allow users to control their agenda along with the tempo of the conversation. While an synchronous conversation (phone, for example) requires both participants to be active in the same time and dedicate 100% of their focus to the conversation and therefore suffer specific business constraints when it comes to engaging with a brand (waiting time, working hours), asynchronous channels are free of these constraints, allowing people to choose when to send a message and when to respond to it.

"Phone isn’t dead – there are multiple situations when the complexity of the request or the need for human emotion requires the use of a phone call. But in our daily lives, even when using the phone, people tend to start with a message asking whether the time is right before calling" Julien says.

As 80% of adults now use messaging apps daily to communicate with others, companies recognize the need to make their brands available on similar channels in order to engage with their customers and build relationship and loyalty.

"But being available on multiple channels isn’t just about connecting with customers, it has a strong impact on the NPS as well" says Julien, quoting a study by Teleperformance. A brand with 8 or more channels shows on average an NPS that is 39 points higher than one with a single point of contact.

"That can easily be explained by the fact that silent customers – those people who’d rather live with a problem than use a channel they dislike – now get their voices back and can engage with the brand to get solutions to their problems or answers to their questions, mechanically increasing their satisfaction and therefore the NPS".

Beyond the necessity of being available on multiple channels, there are two other major obstacles to a proper omni-digital strategy that Julien highlights in his presentation: customers have multiple digital identities and contact centres are traditionally organized in technological silos.

"While in the physical world we have a single identity, in the digital world, things are different: I may be john.doe@gmail.com through email, maybe @JohnDoe on Twitter and, who knows, I might be @pinkUnicorn on Instagram!"

The impact of these multiple identities is a major challenge for companies: if you cannot identify your customers multiple faces, you will end up asking them to identify themselves over and over again and you won’t get the full picture of their various digital conversations with your brand. 89% of consumers claim to be frustrated by having to repeat their issues multiple times and 72% of them consider the customer service representative should already know their contact information.

Similarly, the way contact centres are organised can be challenging. Typically, there would be a team handling phone, another one handling social media, a third one managing email, a fourth one focusing on live-chat, maybe a fifth one taking care of messaging channels, etc…

"While this makes complete sense from a historical perspective as we needed to add new channels that emerged over time, it makes no sense from a productivity and customer satisfaction perspective" says Julien Rio. "58% of customers claim to be frustrated by inconsistent customer experiences across channels as a result of these silos".

From a productivity perspective, having silos means having more challenges spreading resources efficiently across channels to handle spikes in traffic or absorbing channel-specific backlog.

"With RingCentral Engage Digital, brands can engage with their customers on any digital channel easily – the platform unifies communications in a single interface and uses artificial intelligence and machine learning to automatically analyze messages and allocate them to the agent with the right competences to respond quickly and efficiently based on the company’s SLAs".

#contactcenterworld, @ringcentral

 


About RingCentral, Inc.:
Company LogoRingCentral is a publicly traded provider of cloud-based phone systems for businesses. It is headquartered in Belmont, California and has offices in Denver, Colorado; Manila, Philippines; Xiamen, China; St. Petersburg, Russia and Odessa Ukraine.
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Today's Tip of the Day - Finding A Workforce Management System

Read today's tip or listen to it on podcast.

Published: Friday, April 26, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Customer Relationship Management

 
1.) 
Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

2.) 
Alycom Business Solutions

CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

3.) 
Cloudyflex

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

4.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.

5.) 
eGain Corporation

eGain Solve™
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.

6.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)

7.) 
MFE International

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.

8.) 
NetHunt CRM

NetHunt CRM
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.

Core Functionality:
- 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.

9.) 
Noetica

Synthesys™
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.

10.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive

11.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.

12.) 
TrendzAct

Trendzact CRM
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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