Technology has changed the way we communicate. Mobile devices and social media help us stay in touch whenever and wherever we want. For businesses, this revolution has presented a particular challenge.
Now, customers choose how they want to interact with brands and companies. They can select not only the form of communication, but the time and place. This reality has altered the traditional customer experience, making it nonlinear. More companies are looking toward an omnichannel solution to meet this challenge.
An omnichannel strategy is a coordinated operating model where all of a given company’s channels are aligned, offering customers a consistent way of doing business.
The relationship between consumers and businesses must be based on an omnichannel customer experience strategy to increase satisfaction and loyalty. The right strategy requires a partner with the experience, qualified people, methodologies, security and technological savvy to help implement an exceptional omnichannel experience for your customers.
Customer service matters. According to our research, people who have a positive customer service experience are 14% more likely to remain loyal than customers who did not contact customer service.
Conversely, people who have a negative customer service experience are 26% less likely to remain loyal than customers who did not contact customer service.
Having an outstanding customer experience is key to improving your business results. When customers have access to your company through different channels, it is critical not only to deliver the best customer experience possible, but also to provide the same excellence across all channels in a seamless way.
At Teleperformance, we have the experience to increase your productivity and reduce your operating costs by using our products, methodologies, and tools. Due to our large footprint, we have the capability to deliver omnichannel programs across many different locations: domestic, nearshore, offshore, and through our multilingual hubs.
To learn more, read our new White paper.