As customers embrace multiple channels to reach out to brands, companies must strive to ensure that they get better experiences.
Research shows that customers prefer to do business with brands that offer consistent experiences across channels. They are also more loyal to brands which provide a personalized experience.
During a presentation at the dx100 Awards and Symposium, Vignesh Subramanian, Regional Head, Egypt, and East Africa at Freshworks said businesses should develop a central platform and database to manage their customers. Businesses should meet customers where they are on digital platforms. They should strive to make sure that customer experience is consistent through all digital platforms.
He advised companies to empower their customer service teams with the right tools to enable them to perform their duties in the best way possible.
“Customer view you as a single brand yet have disparate experiences on support channels. Agents toggle between multiple tools and miss full customer history and context. That’s where they miss out on delighting customers,” Subramanian said.