Hybrid Technology Fuels New Customer Experiences

Because customers use hybrid technologies for remote and seamless operation on multiple platforms, there are performance gaps that need to be addressed to provide a basic need to connect and communicate with end customers in a way that is convenient to them. Nowadays, hybrid work is in full swing, suboptimal situations are revealed, and employees often feel that they do not have the tools needed to succeed in the new environment.

Recent studies have shown that 40% of executives lacks the necessary analytics tools to assess the success of remote teams and 46% of employees do not have the necessary tools to work successfully from home. The problems are cultural as well as technological, and according to the latest survey, 92% of executives were forced to reconsider how they worked because of the pandemic. Many are looking for long-term solutions that will help improve employee engagement, create more flexible working conditions, and facilitate structural change in work processes that better meet employee needs.

With cloud technology continuing to evolve, making remote work even easier, and the benefits of saving office space and reducing time and travel costs, it may be time for growing businesses to reconsider flexible working conditions. However, to achieve this in a way that supports employees and meets the changing demands of customers requires a flexible approach to hybrid work. Customers now expect to call, send messages or write emails, and a hybrid approach to including these contact points is a must.

Channels like WhatsApp and social networks are in increasing demand from customers, and so solutions need to include these channels in addition to traditional communications. Enreach UCaaS technology means you can provide clear communication without losing quality or knowledge for support regardless of employee location. AI chat features allow customers to ask quick questions at any time, receiving an immediate response to their inquiries or alternatively contacting an agent through a channel of their choice.

Chat systems with artificial intelligence have attracted a lot of attention over the last few years, in the same way that messaging platforms have also improved the customer experience. Messaging apps were already hugely popular, but global usage has grown an estimated 2.77 billion users per month. Customers prefer to send company messages through their own website or app, but social messaging programs are also popular. During the pandemic, requests for support through programs such as WhatsApp and Facebook Messenger increased sharply. That’s why Enreach is working on solutions that integrate AI, telephony, chat, email, CRM, call center and social networking. The goal is to eliminate the need for multiple platforms and instead provide a single platform that meets all customer needs, no matter where or when they operate.

Companies need to adapt their tools and processes to ensure that they are not only ready to interact through new channels, but also provide a unified, conversational experience across all channels. SMEs want to improve the customer experience by increasing workforce productivity, but they also don’t want to dramatically increase the costs and resources they use. The individual package from Enreach allows them to easily scale their communication needs by adapting to busy and quiet times, as well as easily adapting to places where they work in the world.

Enreach has invested in next-generation customer service to meet these new needs. Enreach employees receive special training to be aware of products, technologies and solutions for customers and are able to act independently to help customers get faster answers and reduce administrative burdens.

Contact Enreach to learn how to make contact that works wonders www.enreach.com/uk

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