Driving Customer Engagementwith Robust Communications

Constellation Research finds that to open the hearts and walletsof today’s digitally empowered customers, businesses must

provide consistent multichannel experiences.

3 CHARACTERISTICS OF THEDIGITALLY EMPOWERED CUSTOMER

Customers evaluate the overall experience with abrand and expect consistency in responses

Customers demand faster response times and arequick to share both positive and negative experiencesthrough social media and review websites

Customers will openly share personal informationbut they expect organizations to use it to better

personalize experiences and anticipate their needs

ORGANIZATIONS MUST ENGAGEDIGITAL CUSTOMERS ON THEIR TERMSOf the top concerns organizations have about meeting customer expectations,37% are most concerned with delivering a consistent multichannel experience

BRANDS MUST BRIDGE THE CHANNELGAP TO REACH CUSTOMERS ON THEIR

PREFERRED METHOD OF CONTACTPHONE CALLS ARE STILL THE #1 WAY TO MAKE CONTACT

BUT USUALLY IT’S BECAUSE ACUSTOMER’S PREFERRED CHANNEL IS NOT OFFERED

#1ARE

USINGIT

TODAY

OFCUSTOMERS

PREFERLIVE CHAT

BUTONLY

BENEFITS OF A MORE ENGAGINGCOMMUNICATIONS PLATFORM

GET A 360-DEGREEVIEW OF

THE CUSTOMER

INCREASE CUSTOMERENGAGEMENT IN

MULTIPLE CHANNELS

PROTECTCUSTOMERSECURITY

IMPROVE NETPROMOTER SCORES

AND LOYALTY

EMPOWER THEMOBILE

WORKFORCE

USE DATAANALYTICS ANDGAIN INSIGHTS

HOW DOES YOUR BUSINESSSTACK UP IN THE MULTI-VERSE?

LEARN MORE ABOUT HOW TOBOOST ENGAGEMENT WITH AMULTICHANNEL APPROACH DOWNLOAD THE CONSTELLATIONRESEARCH WHITE PAPER:

HOW COMMUNICATIONS PLATFORMSDRIVE CUSTOMER ENGAGEMENT

https://www.8x8.com/resources/white-papers/how-communications-platforms-drive-customer-engagement

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