Why is a customer communication platform important?
In today’s digital age, customers expect to be able to communicate with brands, whenever the need arises, and on a channel of their choosing. Right from the first touchpoint until post-purchase customer service, the way brands interact with customers largely influences customer satisfaction and loyalty.
However, there are a few challenges to delivering a consistent and frictionless customer experience:
- As a brand, it’s important for you to be available on the various channels of communication that your customers use. However, using different tools for different channels and juggling between team can eat into your team’s time and get in the way of them having meaningful conversations. This is why you need access to customer conversations from all channels in one place.
- Customers hate repeating details, so you need access to the complete history of their previous interactions, as well as all the details they have already provided. Also, some customer issues might require the help of one or more teams in your business to come together and brainstorm on the solution. With different teams operating in siloes, you might not be able to keep your customers informed about updates.
- While most customer conversations are reactive, delivering truly delightful experiences requires you to be proactive. For instance, shipping delays, rescheduled flights or website downtimes are frustrating and can lead to a bad customer experience. However, this can be avoided when the issue is identified in advance and a solution or update is communicated.
By using a customer communication management platform, you can solve these problems and hold seamless conversations with your customers.