Top Tips To Drive Customer Satisfaction

DO YOU USE ANY OF THESE CHANNELS DAILY?

5 OBSTACLES ON THE ROADTO CUSTOMER SATISFACTION

Sources : Greenberg, Aberdeen, Facebook

Meet your customers on their channels of choice

Your customers have preferences when it comes to communication. Find out which channels they favor.

OMNI-CHANNEL

Sources: Accenture, Microsoft

Create a more complete picture of your customers

Merge digital identities of your customer.Personalize the customer experience and build loyalty.

CUSTOMER PROFILES

Sources : NewVoiceMedia, Accenture

Offer the same customer experience on all channels

Reorganize your contact center to become channel agnostic and allocate messages based on skill sets.

REGROUPING CHANNELS

Sources : Aspect

Connect all the tools within your ecosystem

Connecting your tools means synchronising the data and benefiting from a 360° view of your customers.

OPEN PLATFORM

Sources : Lumoa, Accenture

Control your activity and improve your productivity

Define the right KPIs to track globally and on an agent-per-agent basis.

INTEGRATED ANALYTICS

CSat FCRNPS

+1%customer

satisfaction

+20%cross-sell

up-sell

+1% to 5%agent’s

satisfaction

-1%operational

costs

+1%FCR rate

translates into

Engage with your customers on their favorite channels

Identify your customers to

reduce frustrations

Offer a consistent experience across

channels

Choose the right KPIs to measure the success of your

strategy

KEY TAKEAWAYS

Organize your teams by skills

rather than channels