It might seem like a good idea to use email to resolve customer issues or to simply solve customer issues wherever they find you. It’s simple. It’s cost-saving. But you know what else it is? Messy and risky. Messy, because your communications with customers are all over the place. There’s not a single, unified platform to manage your customers. Risky, because you can easily overlook customers’ messages from email. While it may be unintentional, you are more likely to neglect your customer issues and lose them, which isn’t exactly good for business. Enter customer service software.
https://mopinion.com/best-customer-service-software/
More than ever before, customer experience is now defined by digital interactions, with the majority of consumers now relying on email, SMS, web chat and social media to communicate. Research has shown that customers now use three or more channels when reaching out for customer support, meaning that if your organisation fails to offer these services, they risk losing out on vital business. This white paper outlines seven steps to help your organisation create a successful digital customer experience.
http://www.idgconnect.com/view_abstract/48314/delivering-digital-customer-experience-today-mobile-consumer/
For years, many marketers have focused on adding new customers with methods like social media, content and outbound interruption. Interestingly, the cyclical marketing winds of change are bringing a revitalized focus on existing customers. At HGS ― a business process management leader in optimizing customer experiences (CX) and increasing client competitiveness ― we are predicting tighter marketing and customer service alignment in 2018.
https://www.forbes.com/sites/forbescommunicationscouncil/2017/12/20/the-integration-of-marketing-and-customer-experience/#536d96591b8d/
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