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There is no better time to amplify the power of your Sales Cloud investment and transform how you do business to maximize your revenue return. To improve your business successfully, you have to track and leverage everything you know about your prospects.
Buyers today (both B2B and B2C) are shopping online in record numbers, they do research on their own, and when they are ready to engage with a company, they expect a fast response from a rep who is responsive to their needs.
Analytics unleashes the true voice of the customer by making data accessible, allowing for personalization, ensuring tools are intuitive and easy to use, and that enable users to discover trends visually. Analytics also validate internal policy and regulatory compliance to protect your business.
In the evolution of the contact center, it took almost a decade for non-voice channels to take their rightful place next to phone calls. But the wait was worthwhile, and the transformation in customer service has been radical. In this era of "multichannel," technology has supplemented email with web chat, SMS, social media, mobile, and video, all within immediate reach on a single device. And technology still isn't done.
The mobile experience is increasingly critical to customer loyalty and profitability. Unfortunately in most companies, mobile is siloed, under-optimized and disconnected from the overall customer care infrastructure.
A cloud contact center integrates channels while analytics can identify opportunities to improve support.
Companies focused on customer experience grew approximately 77% over the previous seven years compared to 55% for those companies who didn't.
In essence, Smart Customer Service means taking everything you know about a specific customer — previous contacts, order history, problems, preferred channel of contact — to provide proactive and personalized service to your customer.
Delivering an exceptional customer experience in a multi-channel world takes thoughtful planning, a good understanding of your customers and a commitment to continually assess your performance.
SAP offers a blue print for smart and profitable customer service.
5 key benefits of a multichannel CRM engagement platform.
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