The importance of customer data
From a general perspective on raising customer engagement levels and understanding customers and their needs, the questions that companies must ask themselves are:
- What, How and Why going for Intelligent Campaigns?
- Do we know what our customers really want and need?
- Do we understand the common needs that all of our customers have, as well as the unique needs of each of them?
- Is our customer data integrated and easily accessible across the company (or is it stuck in siloes)?
- Do the right employees have access to the right information about your customers?
Contact centers must be able to answers all these questions with a solid “yes” to be able to deliver the highest levels of customer engagement and offer an excellent customer experience. A unified customer view and advanced analytics enable contact centers to interpret the big data information about each customer. So for example at Altitude, we support multiple customer engagement channels and have our unified solution integrating and unifying all obtained customer information. Agents are offered an omnichannel view of the customer, that is, they are aware of the full customer journey, throughout different channels and department and can gain a clear insight into the customer needs.
Asking your customers what they want
Understanding customers is not easy, but you can start exploring their needs and expectations by simply asking them what they think. Customer engagement surveys give you valuable insights and make your customers feel valued and appreciated. Altitude allows companies to quickly set up IVR campaigns to for example, conduct a customer satisfaction survey to find out about the success of a specific product. IVR campaigns run at almost no extra cost and enable companies to find out first hand relevant commercial information.
Listening and understanding
Listening to and understanding customers while continuously improving the customer experience is a key requisite for the success of your business. Customers are your best asset and word-of-mouth still the best referral you can get. Moreover, it comes completely for free.