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
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.
Contact us for a no-obligation get-to-know-you meeting!
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