Customer Interaction online

Today's consumers have high expectation. They want instant gratification, whether by downloading the latest music video or completing a transaction online. Business and personal transaction look increasingly alike; the end user wants to connect to your enterprise wherever, whenever, however he wants, and will take his business elsewhere if he's not satisfied with the self-service system that you expect him to use. As consumers become increasingly mobile, it is imperative to interact with them in the manner of their choosing, at the time of their choosing.

Consumers are increasingly interested in communicating with companies via new and multiple channels: not just voice, but also email, web chat, SMS and so on. A company's ability to respond to customer requests wherever they are, and via whatever device they are using at the time, will have an increasingly significant impact on how effectively an organization connects with their customers. Additionally, enterprises cannot afford to miss the opportunity to capture new customers, however they get in touch. Flawless customer services will not only help to retain existing customers, but will also contribute to new business generation; in these technology-savvy times, word about good and bad service spreads fast.

A great deal of effort has been invested in reducing costs by removing people from critical business processes through automation and system integration. The fact remains that nothing is more frustrating for a customer than to have a problem and not be able to talk in real time with someone who can solve it. There are two elements of this issue. First, customers must have the opportunity to talk to you. They become extremely frustrated if they cannot talk to the tight person when they need to, or if they get passed along a chain, repeating the same information to each new contact. Organizations that take advantage of information and communication technology and reintegrate the ability to execute voice sessions at any given time, for example using click-to-talk technology, can connect customers to the right experts as the situation demands.

Second, if customers are to stay loyal, customer contact operatives must be trained and ready to seize the opportunity to satisfy the customer at the earliest opportunity, using their preferred communications method. This means making subject matter experts available when and where needed, which in turn demands sophisticated voice and data integration systems.

Customer interaction online helps increase customer satisfaction because it is a real time system. Customer can leave messages and open up debates, chats and topics for discussion; leaving a thread of conversation for others to join in on. They feel that they can have their say about things which affect and relate to them. Then the company can takes notice of what the customers say about the product. Besides, the company is connecting with customers

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