Digitally transform your business with a new-age CCM {Slide-1}

A company’s success or failure is often determined by the strength of its customer relationships. In today’s digital age, there are multiple ways to build loyal and long-lasting customers. You can now engage with your customers on multiple platforms, including on a personal level in-store and on-site, or mobile through phone calls, chatbots, customer support centers, email, marketing campaigns, or through paper and print media Interact on devices and computers. No matter what medium you use to reach customers, customer communication management will continue to play an important role. With that in mind, here are some trends that are changing the way powerful CCM solutions shape these conversations.

New technologies are changing CCM

The increasing adoption of new technologies is enabling companies to communicate with customers more effectively. Chatbots and voice assistants will soon become the new standard for customer communication. They will help companies reduce costs and provide new levels of automation and ease of use to inform, communicate and delight customers.

The use of chatbots will help companies save more than $8 billion a year by 2022, up from $20 million in 2017, according to Juniper Research.

The role of Machine learning, Artificial intelligence & Big Data

Organizations today greatly benefit from machine learning and artificial intelligence to enhance their ability to better tailor customer communications. With the advent of Big Data, customer data profiles have become so rich and in unmanageable quantities that they can only be handled by humans alone. With advanced analytics and modern developments in AI, brands can now analyze multi-channel customer interactions by segmenting data to create new levels of customization based on preferences, behaviors, and actions. With data-based customer profiles, organizations can centralize multi-party communications based on customer expectations.

Need Of Customer Communication Management

Leverage these technologies along with ubiquitous communication channels such as social media, mobile, and email to create new and amazing experiences for your customers. But relying on each of these channels, without a unified central platform like a CCM to manage and control communications, messages can be confusing. A central CCM solution can help you provide customers with a seamless product or service journey at breakneck speed — ultimately delighting your customers.

Final decision

Remember, your customers have adopted digital and prefer online digital services. If you still think that sending a PDF copy of your invoice or account means you’ve gone digital, then you’re missing the potential of digital customer communication. This is the first step in a long journey to digitize documents. The right CCM solution truly captures this potential and not only digitizes communications but also personalizes and hyper-personalizes relevant, contextual, and specific communications.

How can you participate in this CCM revolution led by digital transformation? Are your customers happy and loyal? If not, how can you turn the tide and pivot to your brand?

In a dialogue with Bentech, you get suggestions for solutions designed according to your specific goals using industry-leading tools. If you would like more information, we are always available for a chat about your challenge. Contact us at info@thebentech.com or +91 9502026622.

Bentech is changing the game in customer experience for our clients as we are helping our clients digitally transform and provide personalized solutions for delightful customer experiences. We’d love to hear from you and provide any assistance.