Delivering Seamless Customer Interaction Efficiency (CIE)
In many organizations today, customer service and marketing departments operate in separate channels. These are often isolated from each other using different technology platforms and tools. This may mean that your customer service teams have a different view of your customer than marketing, and sales may have yet another different view.
Today’s customers expect to communicate and engage with your brand on a personal level across multiple channels in one seamless interaction. They may begin on one channel and continue to another. If they start an order or complaint on the web and want more information, they want to feel as if they are continuing the same conversation – and they don’t want to start all over again from scratch.
Aligning your people with your customers for down to-the-second personalized service and engagement Capgemini can align your business functions so that your sales, marketing and customer service teams benefit from a single, unified and contextual view of your customers and your organization as a whole. Putting the right automation tools in the hands of your agents means you’ll be able to serve your customers better, providing a satisfying personalized customer experience – whatever the channel.