The architects and builders of this new market have also forever changed the concept of customer service. Many companies are realizing that this new paradigm requires quick action to transform the way they interact with their customers. Discover ways to capture the keys to building a trusted, solid relationship with your customers through a new method of obtaining the voice of the customer information to improve on the key indicators of customer loyalty. Selected case studies will illustrate the benefits of moving to web-based customer loyalty surveys, lessons learned , potential pitfalls and deployment of results. Advances in IVR Customer service leaders are moving to speech recognition as a way to complement their CRM strategy while reducing operating costs.
Customers expect access to information and service outside of traditional business hours.
CRM technology coupled with speech recognition helps meet these customer expectations. A selected case study will illustrate the benefits of speech recognition. The new system creates a virtual pharmacy for consumers allowing them to order prescriptions online. Technology and staffing challenges will be discussed as well. A Streaming Solution to the CRM Challenge Learn how to use emerging technologies of streaming video and dynamic web design to deliver video messages directly to the customers e-mail inbox, enhancing information delivery and consumer convenience at significant cost savings.