A Central Support Hub improves CX

New Ideas in MarketingEssential news for marketers, summarised by YouGov
February 12, 2021, 3:45 PM UTC

According to Deloitte’s 2019 Global Call Center Survey, an overwhelming majority of respondents are convinced about the importance of customer experience.

The pandemic has made the need to improve Customer Experience clearer than ever before. Providing a single point of contact for clients can help in a consistent,friction-free CX and streamlining the company’s internal operations. It helps improving productivity by letting the sales and creative teams focus on generating more business.

Leveraging instant messengers like WhatsApp, Facebook, and WeChat can further customer convenience through an immediate and inexpensive method.  Further letting consumer communicate through social media posts, even if the posts are critical, can strengthen consumer trust in the brand.

Incorporating video chat into customer support mix is also good, as the pandemic has made customers warmer to the idea. An IPSOS survey found that 38% of respondents had never used video-chat before the outbreak, but 85% are more inclined to now.

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