Why Customer Experience matters.

Customer experience is the most exciting opportunity for your business and the reason is simple: companies that get it right reduce churn and increase revenue. Overtaking price and product quality as the key brand differentiator, customer experience is now widely seen as offering a significant competitive advantage, and with this the key to increased profitability.

Why Customer Experience Matters

What Customer Experience is. And what it is not.

Customer Experience is the result of every interaction a customer has with your brand, from navigating the website to talking to customer service and receiving the product or service they bought from you. For many, customer service and customer experience are one and the same thing. Yet, they are wrong. Customer service is just one touch-point with a brand, while the latter impacts feelings and emotion, and encompasses the entire customer journey.

Customer experience impacts all areas of your business and you are doing right to make it a top priority. Companies simply cannot ignore the power of customer experience, because the harsh truth is, if you cannot keep up with your customers’ expectations and increasing demands, they will leave you.

Enghouse What Customer Experience Is

How to improve Customer Experience.

Cross-device interaction via a variety of communication channels has proven difficult for companies to maintain consistency. Processes and technologies need to adapted in order to provide a consistent experience across all platforms. Many contact centre operators investing in customer experience improvements allocate the largest proportion of their funds to new technology, with business process changes and employee training taking up smaller amounts of money.

Some of the key areas new technologies can address are:

  • Enable a true omnichannel experience
  • Introduce new communication channels such as webchat or self service
  • Provide a single view of the customer’s journey across channels
  • Better first contact resolution
  • Boost agent performance
  • Gain business insights
  • Improve operational performance and reduce costs
How to improve Customer Experience

Why Enghouse can make a difference.

As a leading global provider of customer experience technology, Enghouse Interactive offers the most cost effective solution for customer communication, making every single contact a positive experience. We deliver robust software and reliable services for effortless customer contact – today and tomorrow.

Our integrated suite of solutions comprises omnichannel contact centre, self-service, quality management including real-time speech analytics, reception & call handing, outbound communications and integration tools.

Learn how we have helped over 10,000 mid-market and enterprise customers optimise their business agility in the cloud and on premise, whilst reducing operational cost and simultaneously improving their customers’ satisfaction & retention.

Contact us today! Fill in the form to request a demo or further information on how Enghouse can help YOU accelerate the customer experience of YOUR business. 

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Read the Case Study

Firms like ourselves need to react quickly to customer demands and new market trends if we want to achieve business advantage.” Marta Trindade, Call Centre Manager, CARGIANT
Find out how CARGIANT manages to deal with calls more quickly, resolve queries much faster in order to achieve higher levels of customer satisfaction.

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Download the Report

Leading analyst ContactBabel asked more than 200 senior CX and customer contact professionals about their CX strategy, the priorities and performance of their CX programmes, their technology use and investment plans. What did they find? Download the free report now to access the aggregated results and learn how your CX programme compares.

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Read the Blog

Business need to concentrate on the whole customer journey, encompassing all interactions across all channels, devices and touchpoints throughout every stage of the lifecycle – from awareness to loyalty. In this way, organisations can achieve enhanced customer retention and also drive competitive advantage. Here, we outline some top tips to make this happen.

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