Customers stay with companies that listen, anticipate needs, and solve their problems.
Microsoft’s Global State of Customer Service found that 90% of American consumers use customer service as a factor in deciding whether to do business with a company and 58% will switch companies because of poor customer service.
Providing exceptional customer experience is critical to any organization’s continued success. Today’s consumers consider having 24/7 support available to be a hallmark of good customer service.
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How does a company ensure they meet the metrics of great customer service? They integrate new technologies that provide accurate feedback on all customer interactions.
Recommend business process improvements and demonstrate the impact across all key areas of the company.
CASE STUDY
Online e-commerce organization had only a toll-free number and email for customers to reach them and no visibility into the customer journey.
CHALLENGE
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Online e-commerce organization had only a toll-free number and email for customers to reach them and no visibility into the customer journey.
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SOLUTION
Carrier Solutions Group enabled the business to utilize omnichannel communication so their customers could use their preferred method of communication (Live Chat, AI Chat, Social Media Chat, Phone, Text, and Email) to reach them. They also gave their agents visibility to all information regarding a customer’s request in a single pane of glass view - details of the request, a web portal support ticket, any social media chat, AI analysis, and specific customer information.
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RESULT
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Implementing AI and next-gen technologies for a better picture of the entire customer journey resulted in 36% faster resolutions and a 79% reduction in wait times.
