Customer contact centers are becoming increasingly important. In fact, companies with advanced customer contact centers are improving client satisfaction and keep on growing.
Here in VCS, you will get the solutions to the issues faced by the current customer contact centers as well as solutions of how the future customer contact center should develop into.
Diversified customer channels
Understanding Customers' suggestions and needs
The present is an era of abundant commodity categories. As a result, consumer demands are also changing. Today, commodity sales are not like what it was in the past, commodity consumption is consumption in which consumers discover the value of owning commodities. On the other hand, we value the experience obtained through purchasing products and services, such as "experiencing, service timeliness, communication interaction and impression of consumption journey", and define the consumption of discovering value as "consumption". Enterprises need to shift from just selling goods to a consumption system that provides the best service experience
Customer experience (CX: Customer eXperience) refers to a series of experiences that customers feel about goods and services before purchase, after purchase, during use, and after use.
In modern society, various scenarios are regarded as customer touch points and become objects of customer experience. By providing a great customer experience, businesses can enhance brand value, increase LTV (Lifetime Value, Customer Lifetime Value), or strengthen customer loyalty. Therefore, it contributes to the growth of sales and profits of the business.
Traditional contact points between corporate and customers were segmented by different customer stages through multiple channels such as sales and marketing, call centers, e-commerce sites, and support maintenance. But today, a single customer is free to use multiple channels such as phone, web, chatting and social media
In order to provide an excellent experience and improve customer satisfaction, it is necessary to redesign the system and establish an omni-channel service system, while providing a touch point of one-stop service
In the past, when it came to the way consumers connected with companies, the phone must have been the top choice. In this background, departments that provide services such as consumer consultation services are called "call centers". A system that has call recording, call history management functions, voice automatic answering, etc. required for call center operations is called a call center system. Many companies have deployed call center systems.
Today, the communication methods have been diversified, and the omni-channel service model has been normalized. In addition to the telephone, more communication methods are used for communication (such as WeChat, APP, etc.), so the traditional call center’s revolution is also destined.
