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The digital transformation in customer service requires a customer-centric corporate culture and the ability to meet customers' needs. Inform now

Customer loyalty: When you inspire customers

The world has changed rapidly in recent years and this pace of change continues. While company size used to be a business advantage, today agile organizations are clearly superior. But whether you found a start-up, buy one, or nominate an internal working group to address a strategic issue is ultimately immaterial. As long as you turn your gaze inward,the necessary customer focus and thus also the necessary customer loyalty is lost. Read this blog post to learn how to successfully manage digital transformation in customer service.

The Herculean task: Customer-centric corporate culture

Do you know the needs of your customers? Do you know how satisfied your customers are with your range of services? Even if you regularly conduct Customer surveys, there is a risk that you are not fully aware of your customers’ expectations. Because if you don’t formulate unspoken things in a question, essential insights are often lost.
In addition, they should not only fulfill customer expectations, but also inspire the customer. While you can use some key trends of what is important to customers as a guide. But implementing a radically customer-centric business organization that is also innovative remains the masterstroke.

Facts & figures on customer loyalty

  • 89% of customers change their provider after fewer than three bad service contacts.
  • Only one in four dissatisfied customers communicates their dissatisfaction to the provider.
  • 86% of customers are willing to pay more if they can rely on good service.
  • 49% of customers tend to make an impulse purchase after they have had a positive brand experience.
  • 57% of customers do not recommend a company that has an old-fashioned website.
  • 67% of customers prefer self-service offers, but only in combination with other service communication channels.

Sources: Data collection of several regional and international management consultancies – prepared by virtualQ

Customer Experience: The tightrope walk between personal and digital

The technological possibilities are one of the biggest challenges for many established companies. After all, historically evolved IT structures cannot be replaced so easily by new digital tools and services. Prioritizing the necessary measures is also difficult because customer needs are sometimes very fragmented due to generational differences. Automation potential should be exploited to the maximum, but at the same time every customer contact should be as personal as possible.

While traditional companies are still working on implementing their omnichannel-strategy, the pioneers in their industry are going one step further: they are implementing innovative communication solutions such as chatbots based on artificial intelligence and usingspeech automation for the modernization of their call centers. However, whether these measures actually lead to an increase in customer loyalty can only be assessed retrospectively.

Your technology partner for a modern contact center

By working with a suitable technology partner, you benefit from their practical experience in other digitization projects. Since 2015, we at virtualQ have been supporting large corporations in the German-speaking region with the modernization of their service centerand will be happy to accompany you in the next steps of your digital transformation.
With virtual queue management to reduce waiting times in the service hotline and our voice assistants for automatic pre-classification of calls, we have addressed two key challenges facing call centers. Other features of our software, such as automatic appointment scheduling and the simplification of self-service offers, enable an individual enrichment of their omni-channel landscape.

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virtuaQ – ist die eine Datengeriebene und smarte KI die automatisierende Rückruf-Lösung für Unternehmen & Organisationen anbietet. Die Ihre Sales- oder Service- Verbindungen zu Ihren Kunden glättet. Dadurch können Sie relevante Business-Effekte erzielen:

Efficiency Booster

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Lead Engine

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Loyalty Driver

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Peak Helper

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Peak Management

Curn Reduction

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