How CEM software helps you deliver intelligent customer service
Online customer reviews have far-reaching consequences. According to a study by BrightLocal, 88% of customers read online reviews before buying a product. And customers are as likely to listen to negative feedback from a stranger online as they are from a close friend. That's why a negative interaction with your customer service team can have such a negative impact on your conversions.
Customer Experience Management software (CEM) might be your customer experience savior. CEM provides you with the powerhouse collaboration and analytics capabilities of a cloud-based solution to make your customer service responsive, personalized, and integrated into your overall brand goals. CEM solutions like Zendesk's support software provide a much-needed, big picture overview of customer interactions.
- Easy ways to capture the voice of your customer across all channels with short transaction surveys
- Analysis and reporting on customer feedback at micro and macro levels of your company
- Performance management suggestions to help your agents make the most of customer feedback
- Opportunities on the platform to interact with customers and to flag negative comments so you can follow-up
If you want agile interactions with customers and deep, up-to-the-minute insight into your customer service performance, consider a CEM designed to put your customer first.體驗即是一切。
There’s a lot more where this came from. Keep exploring the world of customer service and CEM software.