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.

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.

How to improve Customer Experience.

Cross-device interacting via a variety of communiation channels has proven it 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 adress 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

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

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.

Download the Report

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.

Read the Blog

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.