Multi Channel Customer Interaction
Managing Customer Interactions across Multiple Channels
With advancing internet technology and increasing Customer use of web channels, the online business models are finalling taking off in Australia.
Online growth challenges the Customer experience
As online traffic grows, so does the volume of Customer interactions across ALL channels, traditional/bricks & mortar AND online.
Without the right platforms in place your Customers can experience:
- Confusion and frustration over inconsistent information from multiple touch points in your organisation
- Extended periods of time in queues or waiting for responses to emails
- Multiple interactions as First Time/Call Resolution (FTR/FCR) rates decline
Inevitably this can lead to lower sales conversion rates and/or average order size typified by abandoned online shopping carts and sales calls and redcued up & cross sell conversions.
The integrated Customer Interaction Management solution
CONGEX has over 10 years of organisational experience in eCommerce and Customer Relationship Management and have worked with our Customers to develop best of breed solutions that forsee and address the challenges of Customer experience.
In anticipation of the need for multi-channel Customer interaction management CONGEX has developed a solution that will enable your organisation to deliver a consistent, high quality Customer experience across conventional and online channels.
Through our partnership with Eptica, Congex will work with you to address:
- High volumes of inbound Customer emails
- Increased demand from Customers to serve themselves and find the information they want, when they want it
- The need for timely, critical agent intervention to convert valuable sales opportunties.
CONGEX’s multi channel customer interaction solution will equip your enterprise with the tools it needs to manage every customer enquiry more effectively.
With CONGEX, your eCommerce and customer service channels can work together to improve quality of service, resolve enquiries faster, lower costs and maximise every sales opportunity.
