Many companies claim to have a clear focus on customer response in relation to corporate communications. The study by the Forrester Analyst Group, however, shows that only a few companies are actually active in this area. According to Forrester*, only 30% of companies invest in customer experience management programmes.

Customer experience is of fundamental importance for the relationship that customers have with providers of goods and services. If they have a bad experience, they will choose another provider in the future. Good experiences will not only make them happy, long-term customers, but they will even become a voice for your company. Quite apart from these positive effects, this process has a real impact on costs.

Forrester estimates that of the 30% of customers who have a bad experience with a company – only 2% actually complain. This means that any organisation risks losing a significant proportion of its paying customers without knowing that they were unhappy with the service they received. This is a big risk – and as there are more and more communication channels, it has become increasingly difficult to manage customer experience across all channels equally.

Paying attention to customer satisfaction makes sense – in fact, it should be fundamental to any business! And, as the call centre has become an increasingly important customer service channel, it is also becoming central to the overall customer experience with the company in question.

In recognition of these factors, Forrester has created a four-step process to improve customer service in call centres. It requires planning and integration of the various workflows and processes. This is one of the reasons why we at JTEL have developed the ‘Call Centre in a Box’ product. ACD and IVR solutions can be integrated into business processes via simple APIs and create a seamless flow of information across different systems.

And because innovation is unstoppable, we enable our customers to continuously improve and optimise their service offering based on customer feedback. JTEL’s advanced user interface/GUI and service tools ensure that the contact centre can adapt to changing requirements and market conditions and learn from customer experience.

Isn’t it ideal to give your customers a good feeling when interacting with your company? It’s an absolutely essential business challenge and task, but one that can unfortunately be overlooked in the quest for cost savings. Our solutions can help you improve your customer experience and give you a strategic advantage – why not talk to us and find out how we can help?

* ‘Transform the contact centre for customer service excellence’