According to Forrester*, 80% of companies have web, telephone and mobile communication channels that are not integrated, resulting in an increase in costs, as well as dissatisfaction and ignorance of the customer journey.
And 75% of consumers change communication channel when they cannot get through to their customer service. The market research company Forrester estimates that the resulting service costs stand at more than €17 million on average each year.
Customers are increasingly demanding and use several channels to get information, buy products, give their opinion or contact the after-sales team.
On the one hand, companies need to use an integrated, turnkey tool to optimise management of multichannel interactions with their customers and add value to the work of their advisers.
But on the other hand, they need to quickly deploy a pay-per-use cloud solution, guaranteeing them the performance and efficiency of business processes.