Embed Size (px)
Citation preview
Trends ImpactingCustomer Engagement & SupportDeliver better outcomes for your customers and your business
5
Index
So What’s Getting In the Way?
1 5 Trends Impacting Customer Engagement & Support
6
7
8
9
10
Great Support and Engagement Drive Value
Bold360 Makes it Simply Possible
It’s Time to Elevate the Conversation
Contact Us: It’s Time to Talk to Bold360
In today’s digital economy, proactive customer engagement and support are critical. Every moment is an opportunity to create a truly memorable experience.
This eBook explores the five key trends driving customer engagement strategies across large enterprise organizations today, and reveals how you can achieve your business goals by winning the hearts and minds of today’s connected customers.
Millenials spend $200 billion annually
Millenials will spend $10 trillion in their lifetime
$ $ $ $ $
Millennials Are Changing The Buyer’s Journey
1
These digital natives are the most informed
generation ever: less trusting, slower to
commit, and more demanding. Empowered by
smartphones, they’ve set a high bar for fast,
efficient, and frictionless service—and they’re
an economic force to be reckoned with.
TRENDS IMPACTING CUSTOMER ENGAGEMENT & SUPPORT | 1
Of customers use 4+ channels for support
Of customers believe it has gotten more difficult to reach the right representative
86%
45%
Many businesses offer multiple channels
to support and engage with today’s
always-connected customer. But this
hasn’t necessarily simplified the customer
experience
2 Customers Don’t Feel Connected
TRENDS IMPACTING CUSTOMER ENGAGEMENT & SUPPORT | 2
3 Meeting Customer Expectations is Critical
Your customers remember the last
experience they had with your business
and whether it met their expectations—
expectations that have been shaped by
customer experience fanatics like Apple,
The Marriott, Starbucks, and Amazon.
of consumers stop doing business with brands that fail to meet their expectations
82%
TRENDS IMPACTING CUSTOMER ENGAGEMENT & SUPPORT | 3
4 Tailored Experiences Stand Out
of consumers say that personalized promotions encourage them to make repeat purchases
say the same is true for relevant products and services they have never purchased before
78%
74%
Personalization and relevance work wonders
to increase engagement and drive purchasing
behavior. These tactics should be top-priority
initiatives for marketers looking to acquire new
customers, increase satisfaction, and build a
loyal and profitable customer base.
TRENDS IMPACTING CUSTOMER ENGAGEMENT & SUPPORT | 4
Unprecedented data generation
More complex information management
New opportunity to improve customer insights
Billions of Connected Devices Bring New Challenges
5
25 billion devices will be connected to the Internet over the next 5 years, creating new demands for continuous customer engagement and support. With a wealth of customer data at their fingertips, businesses will face new challenges and opportunities.
TRENDS IMPACTING CUSTOMER ENGAGEMENT & SUPPORT | 5
Great support and engagement drive value!
You’re always one click away from losing a customer
to the competition. The most powerful way to set your
business apart is by providing customer support and
engagement your competitors can’t match. A great
customer experience not only differentiates—it drives
repeat purchases and revenue growth.
The ValueGreat support and engagement drive value!
TRENDS IMPACTING CUSTOMER ENGAGEMENT & SUPPORT | 6
Customer experience
leaders outperformed
laggards by 80
percentage points.
The net effect is low customer satisfaction, leading to higher churn
rates and a higher cost to serve. In spite of widespread understanding
of how important customer engagement is, businesses still struggle to
meet customer expectations.
When your agents don’t have total visibility, it’s impossible to deliver the personalized experiences customers want.
The Struggle
TRENDS IMPACTING CUSTOMER ENGAGEMENT & SUPPORT | 7
Pressure to reduce costs may undercut efforts to boost customer satisfaction
Customer information spans multiple, disconnected systems
Companies can’t carry the context of a conversation from one channel to the next
Bold360 empowers your business to
seamlessly engage with customers
across multiple digital channels and
devices throughout every step of
their journey.
Designed for an omni-channel
world, Bold360 gives agents a
unified view across channels and
presents contextually relevant
data simply and concisely.
Bold360 also allows you to
seamlessly escalate to remote
technical support when
customers need a little extra
help or handholding.
Offer the right channel for the level of support needed
Never lose the context of the conversation across channels
Empower agents with the information they need to address issues quickly
+ + + + + + + + ++ + + + + + + + ++ + + + + + + + ++ + + + + + + + ++ + + + + + + + ++ + + + + + + + +
Bold360 Makes It Simply Possible
TRENDS IMPACTING CUSTOMER ENGAGEMENT & SUPPORT | 8
Your business is working in a marketplace that’s more demanding than ever.
You’re up against a growing number of competitors. Meanwhile, your own
customers want their needs met in an instant.
It’s time to elevate the conversation. With a solution that empowers you
to differentiate your business and engage with your customers on any
device, through any channel, at exactly the right moment. One with the
flexibility to make the experience your own, and that can grow as your
business grows.
It’s Time to Elevate the Conversation
TRENDS IMPACTING CUSTOMER ENGAGEMENT & SUPPORT | 9
It’s Time to Talk to Bold360
Contact Us to Learn More
TRENDS IMPACTING CUSTOMER ENGAGEMENT & SUPPORT | 10
