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Communicate your way to a great experience

This article was published on May 13, 2020

CX Cloud Express, at Enterprise Connect today! Designed as an expansion of Vonage’s flagship cloud-native platform, Vonage Business Cloud (VBC), our latest offering is a CRM-integrated contact center solution specifically architected to enable businesses to deliver great customer, agent and employee experiences.

We are now operating in the ‘Experience Economy.’ It’s no longer about just purchasing a product or service, in today’s socially-connected and digitally-driven world, we’re all looking for a great experience and will choose to work with businesses that deliver it. By the year 2020, customer experience (CX) will overtake price and product as the key brand differentiator, and companies that excel at CX have 1.5 times more engaged employees than companies with poor CX. Customer and employee experiences are directly linked and need to be considered together.

Is your company performing on experience and standing out in a crowded marketplace? Ask yourself these three questions:

1. Are you using positive emotions to create customer experience differentiation?

A study in the Harvard Business Review revealed that emotionally-connected customers are twice as valuable to businesses. The reason? They’re more likely to repurchase goods and services, tell others of their positive experiences and feel a sense of ‘belonging’ to a brand.

Whether we like it or not, every decision we make is influenced by a fusion of both conscious and unconscious feelings. In the buying decision process, positive emotions build customer trust while also increasing mental comprehension and openness to new ideas. In contrast, customers who experience frustration, anger and anxiety are the ones most likely to switch to a competitor.

Either way you look at it, customer experience is emotionally charged. As a result, making sure your company cares will help you gain a competitive advantage against businesses delivering an experience that sits at the wrong end of the positive-negative spectrum.

2. Do you understand your customers’ omni-channel experience?

Today’s customers will change their contact channel depending on where they are and what they’re doing. This means one day a customer might ask a question via Facebook and the next, call your contact center with a complaint. In an era of empowered and ultra-connected consumers who expect a rich and consistent experience irrespective of interaction channel, businesses that excel in engaging customers across channels can retain nearly significantly more business as those without an omni-channel strategy.

3. Are you able to deliver a personalized customer service experience?

Competing in a data-driven world means personalizing experiences. Personalized conversations improve loyalty and satisfaction – the better the exchange, the better the experience. For this reason, engaging customers at the right time, through the right channel, and with the right data should be one of your organization’s top goals.

Vonage CX Cloud Express enables businesses to put customer-centric data in front of agents in real-time. If a customer calls your company, the agent handling the call will be able to see details of all prior interactions. Combined with the solution’s intelligent routing capabilities, this reduces the effort needed to personalize the service journey and cater for individual needs.

Final thoughts

A strong foundation of communications is mandatory to delivering a great experience, and the contact center is at the forefront of building deeper relationships with customers and prospects. CRM-integrated cloud contact center software can provide the missing link that enables more emotionally satisfying customer conversations and helps your business stand out in a crowded marketplace.

We know that every customer interaction is important – from the moment you close a deal, to resolving a query. CX Cloud Express connects everything you know about your customers to every interaction you have with them for much more successful conversations.

Find out more about Vonage CX Cloud Express in today’s announcement.

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