American companies spend $112 billion yearly on contact center labor and softwarei, with 4.5 million front-line agentsii. Yet, for all this, consumers are unimpressed: 87 percent of consumers think brands need to work harder to create a seamless customer experience, and only 7 percent are extremely satisfied that brands provide a consistent customer service experience across channels.iii While you may be spending lots of time, money, and effort to get your contact center up to snuff to handle all of the channels, if the different components aren’t finely integrated... you may find your customers still aren’t impressed. That's why you need the power of a cloud-enabled customer experience platform.
The cloud makes organizations faster and more agile, so you can connect with customers quickly on their terms. And the cloud’s ability to accelerate interactions offers the opportunity to create value faster than ever before. eLoyalty’s Customer Journey Outcomes Solution helps you harness the power of the cloud. It provides a personalized and frictionless experience across channels that can be easily added based on your customer’s journey in the cloud, allowing your customers to embark and continue their journeys in their channel of choice.
Benefits in the cloud include:
Continuity of service from representative to representative and channel to channel, with each representative on the same network in the cloud
Cloud-enabled universal access of real-time and historical data for a customer-based, personalized transaction
Ability to add more “instruments” to your ensemble with easy inclusion of new means of interactions, including web and video chat, email, and even hot new interactive channels
Flexibilty to scale more quickly and cost-effectively, offering better-quality outcomes during periods of peak demand
In our five-part series, learn about the key aspects and best practices for creating incredible customer experiences
ii Bureau of Labor Statistics, 2012.
iii Zendesk, 2013.