Provo, UT and Seattle, WA, USA, April, 2021 -- Qualtrics (Nasdaq: XM), an Experience Management (XM) provider and creator of the XM category, announced the new Customer Care Command Center to help organizations improve customer service agent effectiveness by helping every agent tap into the hearts and minds of the customers they're serving and take action to improve the experiences they deliver.
The Customer Care Command Center gives every agent fast access to customer insights—what customers are thinking and feeling about their contact center experiences—enabling more focused and productive coaching conversations with their managers, and ultimately empowering them to provide experiences that improve customer satisfaction and retention.
The experiences that customer service agents deliver can either build or degrade customer loyalty and ultimately impact an organization's bottom line. If a loyal customer has a negative call center interaction, that can have an immediate, negative impact on customer satisfaction and lifetime value. In fact, more than 30% of customers would stop doing business with a brand after just one bad experience. On the other hand, agents that are more effective in resolving customer issues are also more likely to drive loyalty and trust, and can even rescue unhappy customers.
"Customer service is one of the most important touchpoints that organizations have with their customers, especially as the world has shifted to digital," said Jay Choi, Chief Product Officer at Qualtrics. "More than ever, organizations need to empower their agents with a single view that surfaces real-time customer feedback and enables them to take action on that data to deliver incredible experiences, which in turn create happier and more loyal customers."
Posted by Veronica Silva Cusi, news correspondent
About Qualtrics XM:
Qualtrics is a single system of record for all experience data, also called X-data™, allowing organizations to manage the four core experiences of business—customer, product, employee and brand experiences—on one platform. Over 8,500 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics.
Published: Monday, May 3, 2021
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.