contact centre

NowContact - Transform Customer Interactions:

In many markets, your customer’s loyalty is only as good as the experience they had during their last interaction, and customer expectations are higher than ever. When poor service is experienced, not only do you hear about it but so do all your customer’s friends and contacts across various social media platforms. This negatively impacts your brand and service in a much more public setting than just a few years ago. There is the added challenge that looking after your customer has become increasingly more complex as yesterday’s call centres now need to be today’s multi-channel, fully integrated contact centres where customer information and preferences are combined across social channels, voice, email, web chat and, increasingly, video interaction.

NowContact!

Nowcomm’s scalable customer collaboration services enable organisations to retain their customers, increase their loyalty and attract new business in unique ways. Our NowContact solutions are modular; providing a service platform that can address quick wins and offer agility based on an open architecture that can incorporate new services quickly.

Nowcomm Contact Centre

In Detail

NowContact also supports the transition of existing services over time, reducing risk and the dependency on a big bang approach. The customer is king, and customer service is the crown you need to be associated with. Are you happy with the net promoter score you have with your customers?.
Do you deliver a premium experience to your customers? Are you struggling to build a strategy that takes you from your current position to the multi-channel, fully engaged service that is needed to build competitive advantage rather than be left behind by your competitors? Could an innovative smartphone app that connects your customer to an appropriate agent be a better route to your services? Could video allow your customer support team to provide a more accurate first-time response to the customer?
You may offer multi-channel contact options, but is the service joined up, enabling your business to track the experience of the customer when they have engaged via multiple contact channels? How are you building out real-time video communications services? Research shows that in a short time, 91% of UK contact centres will be socially engaged and 45 % will be video-enabled.

Fostering Collaboration

68% of execs say fostering collaboration with customers has increased in importance.

Customer Experience

89% of business leaders consider customer experience the “new battlefield” for competition.

Improving Customer Experience

34% of execs list improving the customer experience as their top business imperative.

Contact Centres

Gone are the days of “one-size-fits-all” contact centres. Customers expect faster responses, personalized service, and increased availability. They want service when and how they need it. Personalised care is now the rule, not the exception.