Contact Center Pipeline January 2023 January 2023 - Page 24

CUSTOMER ENGAGEMENT

ILLUSTRATION PROVIDED BY ELENABSL ADOBE STOCK

BUILDING A WIN-WIN CUSTOMER STRATEGY FOUR LESSONS FOR MOVING TOWARD MORE

When it comes to interacting with brands these days , customers are firmly in the driver ’ s seat . They ’ re used to reaching out when and where they want , from traditional call center channels to websites and apps , and to social media accounts . Across them all , brands are under pressure to make sure every experience is a good one .

Unfortunately , it ’ s often the case that these experiences simply don ’ t feel connected . Customer profiles , histories , and inquiries get lost when customers transition from one channel to another . This means that , even if each singular experience stands up well enough on its own , brands are missing a critical opportunity to build long-term rapport .
If a customer has to start from scratch , filling out information or answering
24 CONTACT CENTER PIPELINE

CONNECTED ENGAGEMENTS . BY NIRALI AMIN , LIVEPERSON

questions they ' ve already answered , they will ultimately feel like the brand doesn ' t know or care about them . Not only is that frustrating for the customer it can be costly for the brand , impacting both loyalty and operational efficiency .
That ' s where unified customer engagement comes into play , allowing brands to build seamless relationships with customers across their entire journey .
If your brand wants to make the move from providing siloed experiences to creating more meaningful and holistic long-term customer engagement , here are four tips for getting you there .
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1. FORGET ABOUT ONE-AND- DONE EXPERIENCES .
No matter how they reach out , customers want to know that they can expect consistent , connected engagements .
In fact , 87 % of consumers worldwide prefer brands that connect their interactions across voice and messaging , according to LivePerson ’ s Voice and Messaging 2022 : Consumer Preferences Around Automation and CX survey .
Underscoring the point even further , 88 % of consumers say they are more likely to do business with a company that connects the history of their interactions . Moreover , 82 % say the same for a company whose bots take what the company already knows about them and can apply it to their personal situations .