The ultimate goal of any business has always been creating a long-lasting relationship with their customers and not to lose them for a competitor. But in order to do so, every brand has to analyse and coordinate all the information, about them and from them, that technologies can gather!
Talking to the customer service of a brand should feel like talking to a friend. Too often brands do not feel like human entities capable of building two-way communication. Communicating with them feels like being lectured by someone. Companies are made of people and customers who want to communicate with them in a human way.
Consumers’ behaviours are changing, what they envision is every channel connected, forecast made, recommendations shared and customer service contacted whenever they want.
They not only interact more frequently, than ever before, with brands but also have a single interaction on multiple touchpoints.