Benefits: Finance
Deliver a positive business case with increased revenue & lower cost-to-serve.
The business case for customer experience management is solidly positive and delivers strong customer satisfaction.
Costs to support a multi-channel strategy can increase significantly when the extra volumes created online translate into inbound customer queries. While spend in eCommerce has focused on attracting customers and seeking orders, there has not been a matching investment in the platforms to support a superior customer experience across these new channels. The growth of eCommerce and other online customer channels is well documented & the online business models offer tremendous opportunities to grow the customer base, increase revenue and reduce unit costs but what is less well known but increasingly on the agenda of executive teams is the impact of this exponential growth on the customer interaction channels…..BOTH online AND traditional.
| Benefits of Customer Experience Management for Finance 1. Increased revenue through greater conversion of traffic-to-sales. 2. Improved revenue via increased cross/up selling. 3. Reduced contact centre costs through greater agent productivity & reduced inbound volumes. |
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Customer contact centres are now experiencing rapid growth in inbound contacts from an ever expanding customer base including calls and emails. These are expensive to address and still maintain the objective of the highest standard of customer service. Worse still, the volumes of these inbound customer interactions can peak incredibly due to seasonal demands or one-off crises such as the Icelandic volcano & its impact on travellers worldwide. Customer expect that their queries will be addressed no matter the circumstances. Those businesses that succeed in satisfying this expectation will gain market share at the expense of those who can’t.
As the business world has embraced new web-based platforms, so too does IT leadership need to harness the power of web-based customer interaction solutions providing advanced functionality to customer-facing operations to manage the customer experience across multi-channel customer contact points.
The challenge is to make available and communicate the valuable knowledge that customers need to address their requirements quickly and at anytime 24/7 and be able to manage the demands of seasonal or unusual peaks in volume.
CONGEX delivers a class-leading platform combining:
Get started today and contact CONGEX to learn how to scale your customer experience platform.
