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August 8, 2017 | By

Supercharge Your Customer IQ

It’s no secret that today’s customer expects a highly-personalized experience when interacting with brands. They expect you to know who they are, what product(s) and services they have, and in some cases, what their issue or question is before they tell you. If achieving that feels like an uphill battle, you are not alone. Fortunately, you don’t need a mind reader on staff to truly know your customer — you just need access to the right information.

Today, 90% of businesses use customer data to fuel their customer experience strategy.1 But simply collecting this data isn’t enough to deliver the authentic interactions that will resonate with customers. You also need to think about:

  • The type of data you are collecting — is it useful?
  • The method in which it’s collected — is it based on the customer’s full journey or a single moment in time?
  • How it’s disseminated — is your support team able to quickly access and utilize it?

If you ask many organizations what they know about their customer, they will likely tell you mostly basic information like name, phone number, address, the last time they contacted the customer support team, etc. And most of that information is being collected through a CRM system. For years, CRMs have served as the single source of truth for customer data. The problem is that as expectations around the customer experience have increased, CRMs largely have not grown with them. These systems were built to record a moment in time, not to deliver real-time, contextual, and actionable insights that help agents really deliver that personal connection with the customer. What’s more, customer data is often siloed in different departments and systems, so getting a single view of the customer is nearly impossible. In fact, 61% of businesses find it difficult to access data from different departments, and 39% found it difficult to analyze different data types.2

Because CRMs are unable to give the in-depth customer insights that businesses need, these systems are being augmented or displaced by a new type of system – one that is end-user centric and more conducive to the changing expectations of today’s customer.

Welcome to the new world of customer engagement where intelligent digital engagement systems are designed to do what CRMs can’t — automatically capture each and every customer interaction, in real-time, to provide agents with the information necessary to deliver a highly personalized customer experience.

Imagine a world where a customer initiates a live chat and the agent can immediately know their name, the product or service they have, their interaction history (that could be a social post, an interaction with a chatbot, a web query, etc.), helping the agent skip over the qualifying questions and instantly dive into the customer’s inquiry. Additionally, this information can be used to create new revenue opportunities through extremely targeted upsell suggestions based on their customer profile.

That’s where Bold360 fits in. It’s designed to push the legacy CRM into the future by taking that static information and adding in real-time customer interactions to provide a complete 360-degree view of each customer. By arming your agents with real-time, contextual information — all in one place — agents are not only more efficient (no more toggling between screens and systems), but interactions are more effective and delightful for customers.

Creating brand loyalty is never easy, but really knowing your customer and going above and beyond to help them, is the best first step. Watch our video to see how Bold360 can help your organization supercharge your customer IQ and deliver differentiated customer experiences.

 

1Global Data Quality Research, Experian Data Quality
2Data Diversity and Cutting-Edge Insight for Sales and Marketing, Aberdeen Research

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