When designing your organization’s customer experience its important to that you apply a “Customer Centric” approach. Meaning, design your customer experience around your customer journey rather than just their touchpoints. By taking a more customer centric approach, naturally, all siloed channels will break down.
One of the biggest challenges facing organizations right now, is having siloed channels. Having siloed channels causes time-delay and customer dissatisfaction. When interaction channels are not integrated it makes it very frustrating for customers to deal with the organization. For example, a customer initially reaches out to an organization via a social interaction channel and then later reconnects with the organization via web-chat, in a siloed environment, the customer would have to repeat all the information mentioned on the initial social interaction all over again to the agent on web-chat.
The solution sounds simple, CONNECT YOUR CUSTOMER JOURNEYs. The Infographic below by Cisco shows how to do this and why.
For more info on Cisco Customer Care Products please visit this link
Source: IST Blogs
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