Technology has empowered customers in ways we could never have imagined just 10 years ago. A customer’s relationship with your business is now heavily influenced by social and mobile technologies that not only give them new ways to access service anytime, anywhere, but also empower them with new ways to share their experiences with fellow customers en masse. A customer’s opinion of one service experience can go viral in an instant, causing an enormous and lasting impact on a company’s brand and reputation.
Keeping the customer happy by delivering service that is fast, accurate and convenient is of crucial importance to building long-term customer loyalty. But it’s not the only consideration. Companies have to thoughtfully balance the customer’s needs with their business goals – revenue growth, productivity and regulatory compliance.
The good news is that incredible advances in technology enable superior customer service and empower the business side of the house to make changes to the application in real time to address shifting customer, regulatory and business needs.
You are at the crossroads. Will you deliver a personalized and productive customer service experience or will you deliver an experience that leaves customers wanting and the bottom line unfulfilled. Which way will you choose The “Better” Way or the “Other” Way?
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Source: pega