Ever wondered why your competitor is gaining more customers than you every time they launch a new product? And, also when your offerings are way more attractive than your competitors, the latter win over customers better than you.
But, what makes you fall behind? Are your competitors reaching out to the customers better than you? If this is so, why wouldn’t you? Well, stats reveal that 47% of the consumers will choose vendors or service providers on the basis of the customer service they provide. Clearly, customer service is one of the prime determinants of business relationships in the current premise, if not the sole one.
Staying connected with the rest of the world is pretty commonplace in a digital first world. Your customers are expecting the same from you. It's a lot more than merely listening to customer feedback or resolving a one-time problem. Enhanced customer service calls for a 360-degree view of the customers, prompt response, and every human interaction that happens during purchase or service request.
While it necessitates the importance of an integrated CRM, many firms are still struggling with their legacy call centre software, which is nothing but an enabler to make and receive calls, track numbers, and generate IVR responses. The legacy system falls short of providing a 360-degree view of the customer.
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