Long before the days of smart devices and social media, good customer service meant putting customers first—greeting them by name and keeping up-to-date on their needs and preferences. Like good manners, good, old-fashioned customer engagement never goes out of style. In fact, it may be more valuable than ever.

In today’s hyper-competitive marketplace, there’s little tolerance for businesses that aren’t customer-centric. And, the stakes are high. According to a 2016 Forbes article, poor customer service costs businesses $62 billion a year. Yet, it requires more than just a customer-first mindset to get it right. You need to ensure your agents have the right context, and your customers can talk to you on their terms. It’s no longer enough to just offer a contact center. You must evolve into a customer engagement powerhouse. Having the optimal technology in place can make or break your ability to provide the service that customers expect.

Rising Customer Expectations, Diminishing Capabilities

Despite the obvious need for old-fashioned customer service, many businesses find it increasingly difficult to deliver. The average contact center now manages multiple digital and voice channels. Being able to provide great service means resolving issues quickly and efficiently across every channel. This requires overcoming the limitations of disparate technology.

Aging, unconnected contact center systems often result in context-switching, incongruent historical data, operational inefficiency and a lack of real-time insights. To the customer, all these problems just look like bad service. In other words, your out-of-date contact center technology is hindering your ability to provide the old-fashioned customer service you need to stay competitive.

It’s Time to Modernize Your Customer Experience

By making the switch to an all-in-one omnichannel, cloud-based system capable of seamless routing, blended customer service, and rapid adaptations, you’re establishing the foundation to meet and exceed customer demands now and as their expectations continue to evolve.

You also gain the advantage of real-time dashboards to know exactly what’s happening in your contact center as it happens. This provides you with actionable insights to make strategic routing decisions. Calls can be routed to the best available agents who are equipped with a holistic view of customer history. This combined view of past interactions and present information gives you comprehensive insights to deliver rapid resolutions and create happy customers. It’s truly good old-fashioned customer service powered by advanced technology.

As well, a cloud contact center solution enables continuous deployment and rolling updates. Thus, you can introduce new functionality rapidly so that you can stay one step ahead of your competition and continuously impress customers.

Don’t Fall Behind

If your customers wish you could keep up with their needs, you’re already behind the eight ball. Nothing drives buyers into the arms of your competitors more than poor customer service.

PureCloud is designed to exceed modern customer expectations and is delivered on an industry-leading cloud platform. Features can be enabled without the need to upgrade, migrate or take any other actions. Get started now with a free 30-day PureCloud trial.

Liz Weida

Liz Weida

Liz Weida is a Senior Product Marketing Manager for Genesys. Liz joined Genesys through the Interactive Intelligence acquisition, where she held roles in Product Marketing, Solutions Engineering and Enterprise Sales. A true digital native, she started her career in Marketing...