Happy Throwback Thursday!
This Thursday I wanted to take some time to write about a webinar from 2011. This webinar comes from a leading analyst firm and is presented by well known analysts. "Build Your 2012 Customer Experience Action Plan Now" talks about exactly that... creating an effective action plan to increase positive customer experience. I can not emphasize enough the importance of happy customers. And it is not just the sales and customer service departments that make consumers happy, the whole company contributes to Customer Experience Management (CEM), from product design to IT and Call Centers. Even though this webinar is from a few years ago, I believe it still provides relevant/useful information to improve CEM.
Towards the middle of the presentation they start to explain how expensive live support is and suggest innovative alternatives to this costly option. One of these alternatives is a noHold solution, more specifically the Virtual Agents from a fortune 500 Telco and a leader in networking devices. Companies that utilize these self-service solutions decrease their expenses because customers will not have to connect with a live person; and also increase positive customer experience because they don't have to wait and speak with multiple representitives (which typically takes forever) that might not know the solution you are in need of.
In the end, happy consumers = happy company. To check out the full webinar click here. If you do not have an account, you can register for one for free to watch on demand webinars.
Have a great week!