It’s the age of the customer. And customer expectations are high. They anticipate a seamless and consistent customer experience throughout all communication touchpoints with a company. As a result, customer experience is now a top customer service priority.
In a Forrester Consulting report titled The Mandate for Intelligent Customer Service, Forrester evaluates how customer service strategies are changing and how companies are overcoming challenges to meet evolving customer expectations. This blog post will review some of the research and share what your business needs to enable intelligent customer service.
Times are Changing & Technology Is Getting in the Way
Customer service should no longer be viewed as a “cost center”, but an entity capable of, and tasked with, delivering a better and differentiated customer experience.
According to the study:
- 58% of companies are prioritizing increasing customer satisfaction metrics
- 53% of companies are prioritizing deepening customer relationships
- 49% of companies are prioritizing personalized service experiences
But, legacy technology and processes are hampering companies from achieving these goals.
Forrester found there is a prevalence of application and data silos that create a fragmented experience for customers who are likely to use an average of 2 to 3 channels per inquiry.
For employees, these silos make information inaccessible across communication channels causing customer service agents to be ineffective and unproductive. The result is customer dissatisfaction and increased operational costs.
Opportunity on the Horizon – An Intelligent Customer Service Solution
Businesses can transform their service operations by investing in technology that provides intelligent customer service. Forrester noted that these tools must support the customer throughout their entire service journey and deliver personalized service experiences.
You can read the full Forrester study here.
To achieve this, an intelligent solution should integrate every resource a customer service agent needs into a single, easy-to-use interface that has the right tools and data at the agent’s fingertips, in real-time.
Dynamics 365 might be the answer for your business. With an intelligent platform like Dynamics 365, a business can unify the way customers experience their business and unearth more information about their customers by enabling “cross-pollination” between every customer touch-point – including sales, marketing, and operations, to name a few.
Intelligent customer service is the future. Your business must integrate your business operations and the data that is generated, so each person can do a better job for your customers.
If you’d like to learn more about Dynamics 365 and how it can transform your business processes, we’ve written an eBook – How an Intelligent Business Platform Will Rock Your Business.
Questions on Dynamics 365? Contact Patrick Renier at email@example.com or 440-565-0245.