Different Industries. Different Customer Needs.All industries are different and have different customer needs and customer service requirements. Nevertheless, all of them have one idea in common: there is no business without customers.
Customer needs for specific types of service vary by industry, so for example the financial sector will require customer care, debt collection, and telemarketing services while the government will offer its citizens only customer care. Another important difference are the business specific needs and the corresponding technical requirements. Some companies will care more about higher call volumes and more closed sales, while others will seek to meet all customer needs, by providing personalized service and excellent customer care experience.
Altitude has field experience in contact center solutions for many different industries and has learned to understand the differences and specifications. Take a look at the list below and see how we effectively met our reference customer needs.
Over the last couple of years, the outsourcing industry has experienced significant growth as many organizations choose to outsource non-core functions in order to achieve cost savings and gain access to specialized expertise.Back to top
Outsourcers are one of the most demanding users of contact center technologies. They need to provide customer care, telemarketing, debt collection or any other business application to companies from all industries, whether it is media, retail or banking.
Outsourcers need a flexible, scalable and cost-effective platform to accommodate industryÂ´s different requirements and still be competitive, without losing the innovative edge. In short, outsourcers need a solution which can meet all customer needs at the lowest costs possible.
The importance of customer service in the financial sector has hugely increased over the last couple of years. Customers seek informative financial advice from customer care; the telemarketing department has new products and offerings to promote almost on a daily basis; and due to the shaky worldwide economical and financial situation the debt collection department is loaded with work.Back to top
Additionally, modern customers expect to be able to interact safely and express their customer needs with their financial provider through several channels, reaching from voice and email to web collaboration or mobile apps and all that 24x7.
The customer needs and expectations increase of the modern society has not only affected the private sector. The demand for better, more efficient and flexible customer care also needs to be taken into consideration by city councils, especially as half of the world population lives in cities.Back to top
To comply with this new trend the concept of citizen attention has emerged. Cities have started to invest in social and human capital, infrastructure and technology, enabling sustainable development and promoting quality of life.
Contact center solutions are an integral part of the citizen attention initiative. Cities set up contact centers as an organizational unit to serve citizens across a range of channels, such as phone, paper, email and web. Citizen attention contact centers are becoming the main point of contact for citizens in all matters.
The times are changing and people expect high quality service from all institutions, whether it is private or public. To serve better and adapt to the needs of the modern citizen, governments, both local and central, are increasingly relying on contact centers to interact with their residents.Back to top
The type of the offered customer care services varies from helping people with administrative requests to creating interaction channels for specific situations. For example for a natural catastrophe scenario where, through self-service channels such as IVR or SMS, people can call or be automatically notified of what to do.
Public organizations are usually represented in many regions, therefore support to decentralized operations is crucial and needs to be addressed by contact center solutions.
Helping those in need and being able to provide the best care in critical times requires reliable and complete contact center solutions. Either to follow up on the patients treatment progress or just to be available to schedule medical appointments, healthcare organizations must be equipped with the right tools to meet patient or customer needs.Back to top
Agents need be able to quickly and accurately access the complete information about a patient, such as scheduled appointments and last doctors seen to be able provide the best possible care and information. Agent desktops must provide a holistic patient view and, at the same time, allow agents to interact with them using the most appropriate interaction channel mix.
As businesses become global, the associated logistics and customer service requirements get more complex and new challenges arise. The ability to receive customer orders, quickly locate a package or container or notify customers of the status of their deliverables is critical for the success of logistic organizations. As a result, advanced workflow functionality linking the contact center with the delivery services and a unified contact history are the corner stones of every such company.Back to top
Also, to get the latest updates on the delivery status customers expect to be able to interact with companies over a variety of channels. To get a simple update the most preferred are self-service channels like web services, IVR and mobile apps. Nevertheless, in urgent matters traditional means of contact like calls and emails will be chosen.
During the last years retail companies have been diversifying their strategies on how to provide their products and services to ensure all customer needs are met with satisfaction. Today, distribution channels vary from retail stores and catalogues to online stores, social media and mobile apps. To be able to support such a broad strategy, retail companies need to be able to communicate with their customers throughout different communication channels.Back to top
Contact centers are playing an increasingly important role helping companies to meet customer needs and improve their customer life time value. They do not only hold responsibility for providing excellent customer service but also are a great tool to help increase cross and up-sell opportunities and create a bidirectional communication flow.
New government regulations, the emergence of new operators, high customer churn, and most of all, the much broader service offering, including landline phones, mobile networks, internet and TV have forced telcos to change their strategy to adopt to the new customer service requirements.Back to top
In the telecommunication industry product differentiation is hard to achieve and quickly copied by competitors, leaving customer care as the one place where a sustainable advantage can be achieved. Excellent customer care requires, among other things, powerful and feature rich omnichannel contact center solutions and knowledgeable agents who work to ensure customer needs are met.
Another challenge telecom operators face today is the increasingly strict regulatory environment aimed at controlling the implementation of campaigns and the use of customer information. Contact centers need to be able to accommodate these customer service requirements and still deliver an outstanding service, meeting customer needs.
It is unquestionable that utilities play an important role in our daily life. When you turn the switch on, you expect to get light or when you open the faucet, you expect to get water. When you don't, you want to reach your provider as soon as possible.Back to top
That is why so many utilities have upgraded their contact center solutions to provide the best possible service and meet customer needs. Many are also adopting a proactive customer service approach to facilitate the communication at unexpected situations, such as a natural disasters or the need to quickly contact thousands of customers in a very short time frame. For example, if power is down and you know that your customers will be calling the contact center, you can proactively set up an IVR with an automatic message or implement an automatic outbound campaign, using IVR or an SMS, to inform customers about the situation.
Media companies rely heavily on customer feedback to keep up with trends that may affect their editorial line and the overall direction of the business. Interaction channels allow these companies to maintain a close link with the public and develop a strong and loyal relationship, ensuring customer needs are met.Back to top
Also, traditional media are suffering from advertising budgets erosion due to the appearance of new online media and the increased usage of internet and mobile devices. These well established companies need to adapt to the new market trends to be able to keep their audience and stay profitable.
Contact centers are proving to be an excellent tool to support media companies in their customer care strategies, not only by providing a wide range of interaction channels but also a way to contact a new and broader audience.
Manufacturing organizations have grown in the value chain by investing in strategies that bring them closer to the final customer either by assisting in the procurement process, order tracking or proactively promoting new services and products. The proximity to their customers allows manufacturers to learn from their product users and in consequence improve their product offerings and gain a competitive edge.Back to top
To support these processes, contact centers have played an important role by providing a bridge to close the gap with customers and offering a variety of customer care channels to open up companies to the market.