Article was written by Amas Tenumah, Director Customer Service Applications
Technology and market forces in the electronics industry are rapidly driving change in business models, customer journeys, and product lines. Product life cycles are shorter than ever before and simultaneously customers are demanding innovation in products and services. Leaders in the industry recognize that to deliver innovative products and services, they must better understand customers’ needs and expectations.
Businesses that take a holistic approach to delivering customer expectations will unlock new value and reach unprecedented levels of business performance. To have a holistic understanding of customer needs, motivations, and behaviors require mapping out a customer journey across marketing, sales, and service. As part of this transformation, many companies today are looking beyond solving immediate problems, and are investing in building a smarter contact center that anticipates and responds to customer needs and delivers seamless, personalized customer experience.
A key part of delivering on this experience is customer service and support–especially in a marketplace where competing on product alone is a losing proposition. Customers expect customer service to not only be easier and faster but also smarter–offering personalized service across every channel. Agents are increasingly tasked with building relationships and driving revenue; it only takes one negative experience to lose a customer to a competitor. Competing on service and support will require more than digitizing, it will involve re-thinking the contact center and the contact center agent. To do that, businesses need to focus on three priorities:
While these priorities are applicable to every industry, the electronics industry has the daunting task of finding a balance between executing on these priorities and keeping up with the rapid pace of innovation.
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