Essential to make it as easy as possible

In the on-line business environment, it is essential to minimise any friction in the purchase or interaction process and make it as easy as possible for your customer to do business with you.

The management guru Michael Hammer (Reengineering the Corporation & Agenda) coined the expression ETDBW (easy to do business with) in describing how best of breed organisations meet the challenges of the modern economy.

ETDBW organisations make it easy for customers to obtain their products, information, or services–on the customer’s own terms–just as they make it easy for customers to reach the right area or resolution system when they have a problem or question.

Customer expectation doesn’t change

Customers demand a consistent, positive experience how ever they choose to interact with your organisation. Whether they call or fax your contact centre or choose to engage online via web self service, email or chat, your customers expect the same high levels of service. Increasing the number of channels makes it harder to deliver this consistent experience and increases your cost-to-serve. Add the complexity of transitioning your business from bricks & mortar to a hybrid online model and the volumes of Customer interactions can increase exponentially. The strain on traditional customer interaction channels and processes can have a detrimental impact on the  experience.

How you can optimise the Customer experience

Congex helps you adapt to these new demands to deliver improved quality of service, increased productivity and dramatic cost savings across your Customer interaction channels.

In helping you optimise your Customers’ experience, Congex helps you deliver:

• Improved Customer interaction
• Increased sales conversion
• Reduced cost-to-serve

We have deep experience in driving effective web-based business solutions and are able to leverage a suite of best of breed solutions from world-leading partners such as Eptica, LivePerson & Heiler to optimise the customer experience.