Today, making customer experience means being able to manage the customer’s communication with a single integrated platform.
Under the pressure of digitalisation of relationships, the whole business scenario has changed, in line with the expectations of customers. As a result, companies must rethink their relationship with the customer in the light of real-time efficiency.
For years, there have been various technologies (from chatbots to automation) that allow you to have a direct relationship with the end user, in a wide context of omnichannelity.
A context, however, whose perimeter must be defined correctly, precisely to understand the level of automation really reachable by a company, since it does not arrive at this stage free from technologies and solutions of customer management.
Where infrastructures such as voice call centres or communication flows based on repetitive operational activities exist, there are today inefficiencies in the face of digitalisation of relationships. You want because these flows cannot meet the needs of customers, either because the infrastructure itself does not interact with each other.
This is why for fully integrated customer management, cloud platforms are needed to map the company and all its customer data.
Sharing data means having the customer’s global view at every point of communication. To do this, you need an integrated technological stack that allows you to relate to having all the insights available on your data.
We talk to an expert, Vittorio D’Alessio di Infobip in a webinar, on September 29 at 11 am.
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