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Fort Lauderdale, FL, USA, May, 2021 -- ResultsCX, a customer experience partner to Fortune-100 and 500 companies worldwide, announced it has expanded its digital and social media experience management operations to provide comprehensive customer care on behalf of its client brands. The company now offers simultaneous monitoring, triage, and response across hundreds of social channels and digital brand properties; online reputation management strategies; and content moderation that present a singular brand experience to customers.
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.
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"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
The Results Companies is a Global Customer Experience Management provider. Solutions are the hallmark of Results' Partnership approach delivering contact center outsourcing services for companies spanning all verticals including Healthcare, Travel & Entertainment, Telecommunications, Financial Services, Retail and Energy. Results is able to offer domestic, nearshore and farshore solutions. Driving success through Analytic Hiring, Real-Time Data Analytics, Technology and centered around Operational Excellence focused on Continuous Improvement ensures that every customer touch is delivered to the highest degree.
Published: Thursday, May 6, 2021
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