Improving Customer Satisfaction through More Effective ICT Strategies
The recent drive towards self-service and automated customer care has allowed organizations to reduce costs while handling an ever-increasing number of consumer transactions efficiently. However, the changing profile of end customers, who are becoming increasingly mobile and no longer reliant on a single communications device, means that this reactive customer service model is starting to look increasingly outdated and unresponsive to the modern consumer's needs. Companies that want to maintain a competitive edge, both now and in the future, are realizing that reactive customer interaction services must be replaced by a more proactive approach that recognizes the growing user-centricity of consumer communications networks. The paradigm is shifting, and those companies that can move quickly to respond to this change can gain market share, as well as reduce customer churn, by enhancing the experience of customers who now expect anytime, anywhere access to services.