Companies, especially larger ones, have “taken it on the chin” in recent years due to the tremendous consolidation and streamlining of call-centers where once personal relationships with customers were defined by the locales in establishing relationships, and were kindled to perfection. Today, that coziness has been severed, and along with it any sense of personalization that brands stood for back in the day. Can broadband be the savior in re-kindling those connections and redefining Customer Relationship management?
As broadband becomes more accessible to a majority of consumers wishing to establish a connection to quality customer service, companies need to reanalysed and revitalize their CRM strategy from an online perspective. Let’s face it, consumers used to conduct all of their business via land-line phone, but today they spend more time connected through personal devices, Smartphone’s, I Pad’s, Laptops, and PC’s. This is an opportunity for organizations to reinvent their CRM processes and engage consumers in a different way, possibly rekindling that long-lost personal consumer relationship. See (Top 5 CRM Trends for 2011
Using Chat Sessions in CRM
For reasons of time, effort, and frustration consumers need a new realm of company connectedness, lost forever in that tunnel of automated phone routing. However, CRM used through broadband chat sessions to enhance the customer experience can bring that satisfaction level back along with the promise of increased sales. Yes, switching from call-center connections to real-time online chat sessions could eliminate that (lost in a tunnel) feeling consumers often experience. Most either give up, or resort to other means of getting their message out, including social networks, blogging, online chat, or just friend connects. This leaves companies in a (word-of-mouth) storm permeating throughout global instant communication. See (The Customer Revolution)
Increasingly, companies are beginning to realize the benefits of using online chat to enhance the customer experience quickly, efficiently, and with positive results. Consumers are building their experiences with online chat through social networks and are familiar with using the medium, while companies realize that CSR’s can handle more than one customer at a time. The key is in building a chat platform that is easy to use and connects with customers quickly and easily. See (CRM with Internet Chat)
Not only do companies need online chat to create lasting relationships but they need an online social monitoring process where employees can engage with disgruntled consumers and work to repair those engagements. It’s not “Rocket Science”, but it does make sense in today’s fast moving and communicative society.