We’ve all experienced the bane of customer support, seeking a fast resolution to a specific issue that rapidly becomes an experience akin to a dog chasing its tail.
However, despite this and the rapid advances in digital communication, a 2017 Accenture Study found that 83 percent of customers still prefer real, live, human interactions.
For any business that is focused on relationship marketing, live interactions are core to customer satisfaction. Today’s customers expect employees to have access to any channel of their data, known context and history during calls and expect to have their issue resolved in a short amount of time.
8x8 says enterprise communication has evolved steadily over the years since its real inception, and these transitions can be broken down into three phases.
Starting with on-premise communications infrastructure that arose in the 90’s, followed by the migration to cloud-based communications, and finally, the move from dispersed solutions for voice, messaging, collaboration and contact centre to a single cloud-based system of engagement that combines all of them into one integrated platform.
Given the unrelenting pace of digital transformation and growing customer expectations, the final phase is where all enterprises that want to succeed should be, but unfortunately, author and expert advisor Geoffrey Moore says there are still many floundering in the second phase, with some even in the first.
According to Moore, an effective communications system is absolutely crucial in today’s modern environment.
“It influences whether you will thrive or fail in delivering exceptional customer experience.”
This year on Thursday, 15 November, 8x8 is hosting an event to share exclusive insights on the evolution of enterprise communications and how to re-engineer your systems with voice, messaging, collaboration and contact centre on a single cloud-based platform that delivers a system of engagement resulting in a lower TCO and a transformed customer experience.