October 5, 2017
One of the most effective ways to keep customers happy is to keep it simple.
Just think about your own experiences as a customer. If you’ve ever had to try to solve a problem with a company, it’s really frustrating to have to call multiple departments, verify your identity multiple times, and explain your issue multiple times. And that’s if you even can get a person on the phone right away.
That’s why so much attention is paid these days to customer engagement and customer experience management.
When you consider your company’s phone interactions with your customers, how simple are you making it for them?
If your customer calls your contact center with a problem, is the customer directed to call a specialist at a different number?
If a field service technician is contacting a customer, does the caller ID show the call is coming from some random, unrecognized mobile number? Or is it from your main corporate number, clearly identifying your company?
If getting something done with your company involves a bunch of different numbers, the customer’s experience is not as simple as it can be.
Having a single number and a single identity for your business is one of the benefits of our Kinetic Communications Platform.
Your employees on mobile devices, including Bring Your Own Device (BYOD) personal devices, will share the corporate identity and your business number, creating a simple experience for customers interacting with them.
The Kinetic platform also enables your voice communications to be seamlessly synchronized with your customer experience workflow.
A customer service best practice is to create repeatable and streamlined workflows for employees in customer-facing roles, like contact center agents, security specialists, customer care and so on.
Our Customer Engagement Mobility solution ensures that mobile communications are seamlessly integrated into these workflows.
Furthermore, it extends your existing call recording and quality assurance processes to mobile phones. Now mobile devices carried by your employees are in scope for your customer experience management systems.