Around 54% of customers say they would abandon a company after just one bad experience. This means all it takes is one negative interaction, and you could lose one of your most valuable clients. With the rise of social media, customers are becoming increasingly vocal about their negative interactions with brands. This could mean a poor experience damages your reputation and makes it harder to attract new customers.
Unfortunately for business leaders, there is no shortage of potential issues which can cause your customer to rate your service experience as “poor.” Anything from too many transfers to a lack of personalization can be enough to turn an interaction sour.
So, how do you ensure you consistently provide your agents with the tools they need to deliver excellent interactions every time? Simply put – give them more information.
Contact centers are a fantastic tool for managing customer interactions. They facilitate the flow of countless pieces of valuable data points every day about your client’s needs, preferences, and expectations. Unfortunately, these insights often don’t stay in the contact center database for agents to access whenever they need them. Instead, they’re sent to a separate CRM (Customer Relationship Management) platform or worst case, not captured at all.
For years, CRM and contact center systems have been two core components of an excellent customer experience strategy, but they’re frequently disconnected, leading to many problems for agents. Unifying your CRM and your contact center is one of the easiest ways to help your agents deliver personalized experiences without needing them to open multiple apps or tabs.
Benefits of unifying your CRM and contact center:
Your contact center and CRM environment shouldn't be separate.
Your CRM is one of the most critical tools in your CX strategy, providing you with all the behind-the-scenes insights into your target audience and their journey. Bringing this intelligent solution into your contact center empowers your team and paves the way for better employee experience and greater customer satisfaction.
Today, integrating your CRM and contact center couldn't be easier. Desktop Connect from Geomant provides businesses with a convenient out-of-the-box solution for unifying leading contact center and CRM solutions into an all-in-one agent interface.
Note, if you have not yet invested in a CRM system for your organization or department, you may benefit from a bundled Customer Activity Tracker.
Contact Geomant today to find out how you can leverage the benefits of connecting your CRM to your contact center.