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Customer demands have increased exponentially because customers interact more frequently with businesses. They want their interactions to be convenient, timely, efficient, and, above all, tailored to their needs.
From customer service…
In the not-so-distant past, clients didn’t tweet, they didn’t share posts, or send instant messages. Their interaction with your business was minimal, and your knowledge of them was fragmented. The best companies provided excellent customer service and that was enough. It’s not any more.
Customer demands have increased exponentially because customers interact more frequently with businesses. They want their interactions to be convenient, timely, efficient, and, above all, tailored to their needs. They also expect to be able to talk to businesses through the same channels they talk to everyone else: voice, mail, chat, text message, social, and video. Organizations that can keep up and provide a seamless multi-channel customer experience reap the benefits. According to Gartner Group, businesses that prioritize customer experience generate 60% higher profits than their competitors.
…to customer experience
How can you keep up with your customers’ ever-changing demands? How can you provide the experience that customers are looking for? Technology is on your side.
Customer interaction might be at an all-time high but with the proper tools your business will be ready to handle any query at any time. The same technology that makes it easier and faster for customers to connect can also be leveraged by businesses to help them connect the dots. Powerful, holistic tools like Odigo for Salesforce, optimize engagement and productivity by sorting, prioritizing, and routing queries to the best suited agents. AI and advanced analytics provide more automation and shared intelligence, and this translates to real business value.
Happy agents, happy customers.
The equation for a successful contact solution is simple: happy, fulfilled agents equal happy, satisfied customers. At Odigo, we understand the value of great customer experience and we know how to empower your agents to give personalized answers that make your customers feel satisfied and valued.
The Odigo cloud platform provides you with the flexibility and scalability to grow your business and benefit from the latest innovations in customer experience. It includes a user friendly Odigo agent desktop that fully empowers the agent to handle conversations quickly and effectively, no matter the volume. An omnichannel agent console puts queries in context, matching the right agent with the right question. Agents get a 360-degree view of customer interactions from all channels in one place, so they can get straight to the heart of the matter. Self-service bots are also on-hand to help agents with repetitive, tedious tasks, freeing agents to focus on complex queries. But Odigo doesn’t only deliver software, our team of experts will help you optimize your customer service operations.
WhatsApp Business has emerged as a method of communication that not only has a high open rate compared to email, but it also works more rapidly, and can target multiple points of the customer journey. It delivers interactive options for customers that add value and targets them on a familiar channel, which is why WhatsApp messages are an indispensable addition to contact centre strategies.
Outbound calls can be a great way for organisations to connect with existing and potential new customers. However, some outdated practices have created a negative perception for customers. As a result, outbound call regulations have been developed both for the purpose of customer protection and to steer contact centre best practices. What do organisations need to consider when using outbound calls, and how does geographical location affect that?
It happens all the time, not just in the customer service sphere, disappointment, frustration or delight when experiences either fail to meet or exceed our expectations. When it comes to customer service however, being clued into customer opinions can help optimise services in line with expectations to avoid potential failures and plan outstanding moments of satisfaction.