ADVANCED CUSTOMER SERVICE
Customer services are provided by specialized corporate units - such as service centers or service hubs. Whereas customer inquiries used to be answered by telephone, digital channels (for example, via apps and online applications, text and voice messengers, or product integrated contact channels) are becoming relevant as part of the Internet of Things (IoT).
To meet these challenges, companies today must coordinate their communications holistically.
In addition to the interaction between customers and the company, the optimal use of the available resources is particularly relevant. As a result, modern call centers must evolve into multi-channel contact centers or customer experience centers.
GROWING MARKET CONTACT CENTER
Contact centers are no longer dispensable in customer- and service-centric business models. Customers demand maximum attention, regardless of whether they are end customers (B2C) or business customers (B2B). They expect fast, simple, effective and personalized services. Contact centers play an outstanding role in this:
Alongside product use, they are a central element of the customer experience with a company or brand.
74% of all companies surveyed clearly believe that the importance of customer orientation will continue to increase in the future.
(Benchmark-Study 2020, PIDAS AG)
will take over
15% of all customer service interactions by 2021.
(Study 2019, Gartner Inc.)
Customer engagement drives 23% increase in share of wallet, profitability, revenue, and customer relationship.
(Study 2019, Gallup, Inc.)
67% of respondents
to a survey said
they would rather
contact a self-service
than a service representative.
(Study 2019, Nuance Communications, Inc)
Companies that have recognized that a good service experience is a key success factor for brand awareness, sales, customer satisfaction and profitability are among the winners today.
It is therefore essential for companies to think about the development of their own customer interface. Security, implementation timeframes, costs and the question of vertical integration play a central role in this.
To meet these challenges, all manufacturers of contact center platforms have made the development of cloud solutions their top priority. Digitization means networking platforms - and this is not feasible with outdated, monolithically structured solutions.