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The ROI of Great Customer Service

TODAY'S DIGITAL CONSUMERS ARE EMPOWERED, ALWAYS CONNECTED AND THEY EXPECT EXCEPTIONAL CUSTOMER SERVICE. THE ROI OF GREAT CUSTOMER SERVICE MORE BUSINESSES ARE TAKING STEPS TO DELIVER BY MODERNIZING THEIR CONTACT CENTERS. THE COST OF BAD CUSTOMER SERVICE POOR CUSTOMER SERVICE COSTS MORE THAN A TARNISHED REPUTATION; IT AFFECTS YOUR COMPANY'S BOTTOM LINE. 10%1 FORRESTER CXI LEADERS IN EQUALS CUSTOMER SERVICE MORE THAN ONE BILLION DOLLARS S&P 55%. FORRESTER CXI LEADERS IN CUSTOMER SERVICE OF CONSUMERS REVENUE IMPACT FROM HAVE INTENDED TO CONDUCT A 10-PERCENTAGE-POINT A BUSINESS TRANSACTION OR FINANCIALLY OUTPERFORM IMPROVEMENT IN A MAKE A PURCHASE, BUT THE S&P BY A FACTOR OF TWO! COMPANY'S CUSTOMER DECIDED NOT TO BASED ON EXPERIENCE SCORE CAN A POOR SERVICE EXPERIENCE." TRANSLATE INTO MORE THAN $1 BILLION. HOWEVER, CONSUMERS ARE RAPIDLY CHANGING THE CUSTOMER SERVICE LANDSCAPE. BY 2017, J)/O OF ALL CUSTOMER SUPPORT INTERACTIONS WILL TAKE PLACE ON A MOBILE DEVICE. 300%A 58% Why? 42% PROBABLY BECAUSE OF CONSUMERS ARE OF SERVICE AGENTS ARE FRUSTRATED WITH UNABLE TO EFFICIENTLY INCONSISTENT RESOLVE CUSTOMER ISSUES EXPERIENCES FROM DUE TO DISCONNECTED CHANNEL TO CHANNEL. SYSTEMS, ARCHAIÇ USER INTERFACES, AND MULTIPLE APPLICATIONS. WHAT CAN COMPANIES DO TO KEEP UP? START BY MODERNIZING THE CONTACT CENTER TO MEET THE DEMANDS ASK A CFO! OF DIGITAL CUSTOMERS OF COMPANIES THINK UPGRADED 73% TECHNOLOGY IS VERY IMPORTANT TO IMPROVE THE WAY THEY HANDLE CUSTOMER INTERACTIONS. CLOUD-ENABLED CUSTOMER EXPERIENCES THAT DON'T BREAK THE BANK THE CLOUD MAKES IT EASIER FOR BUSINESSES TO DEPLOY TECHNOLOGY, SCALE IT TO THEIR COMPANIES THAT DEPLOY THEIR CONTACT CENTER IN THE CLOUD ENJOY: NEEDS AND MANAGE COSTS, ALL CONTRIBUTING TO AN IMPROVED CUSTOMER EXPERIENCE. 64% 27% 36% 74% LOWER ANNUAL LESS DOWNTIME AND SAY THE CLOUD OF ORGANIZATIONS CONTACT CENTER AS A RESULT, GREATER HAS PROVIDED THEM INVESTING IN A A COMPETITIVE ADVANTAGE. COSTS COMPARED CUSTOMER CLOUD-BASED CONTACT TO THEIR PEERS. RESPONSIVENESS. CENTER INFRASTRUCTURE WERE DRIVEN BY THE NEED TO ADDRESS RAPIDLY CHANGING CUSTOMER DEMANDS. Organizationa reported the main benefits of Saas include increased business agility and speed of deployment allowing for more focus on other projects critical to the success of the business. " CAN THE CLOUD HELP YOU MODERNIZE YOUR CONTACT CENTER AND BETTER BALANCE COSTS WITH THE NEED TO DELIVER GREAT SERVICE? @AspectSoftware #ASKACFO LEARN MORE AT aspect.com/ask-a-cfo aspect SOURCES " 2012 GLOBAL Curtomer Service Barometer "Watermark Consulting https://www.forrester.com/Closing+The+Experience+Gaps/fulltext/-/E-RES116949fendnote3 *According to Gartner's Six Best Practioes to Deliver Powerful Mobile Consumer-Facing Applications report Accenture, Global Pulse Study Forrester Ventana Research http://www.ventanaresearch.com/cee/ "Aberdeen "Aberdeen "Aberdeen, The Hidden ROI of a Cloud-based Contact Center * Harverd Business Review, Business Agility in the Cloud "Farrester's Top Trends For Customer Service In 2014

The ROI of Great Customer Service

shared by AspectSoftware on Nov 20
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Bad customer service doesn’t just leave customers with a negative impression of your brand, it can severely impact your bottom line. Today’s digital consumers aren’t shy about making their prefe...

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