Real-time analytics makes for happy, loyal customers
For businesses serving the public, employees are the face of the company. Likewise, the manner in which employees interact with customers shapes their perception of the business and its brand. Ultimately, customer loyalty is built through positive interactions and high-quality customer service that meets the individual's specific needs. Conversely, if needs aren't met and the experience is negative, customers are more likely to take their business elsewhere.
So, how can companies ensure that their employees deliver a personalised and relevant customer experience?
Incorporating real-time decisioning software into an existing CRM system can help employees deliver the best possible experience when interacting with customers. Real-time decisioning software sits behind an existing CRM system to provide the most accurate and targeted sales or service offer for each individual customer, at the specific moment of interaction. Driven by advanced analytics, this software also enables employees to avoid approaching customers with irrelevant offers, helping to improve the customer's overall interaction experience.
