Companies today understand the importance of differentiating their businesses from the competition’s by offering customer service that is second-to-none. This imperative is supported by recent research, which indicates that more than half of customers will take their business elsewhere in the aftermath of a negative experience with a brand.
When companies decide to enhance customer service delivery, their decision makers often first look at contact centers. Since contact centers serve as the human extension of brands, they are the primary interface with key targets and, therefore, of paramount importance in retaining customers or improving relationships with them.
As a result, many businesses choose to deploy industry-leading contact center solutions, many of them cloud-based, to bolster their customer service offerings. And this means that business is good for contact center providers.
Service providers catering to these businesses need to stay on top of industry trends and add to their portfolios those solutions that ensure their customers get all the functionality they want. Cloud communications platforms are a common solution for several customer service key trends.