Download pdf - Engage with your customers in the way they want

AVAYA CONTACT CENTER FOR MIDMARKET

Interact the Way Your Customers Choose

2015 Avaya Inc. All rights reserved.

Phone

CAN YOUR CUSTOMERS REACH YOU IN THE WAY THEY CHOOSE?


Email

Phone



Chat

Email

Phone



SMS

Chat

Email

Phone



Video

Social

Mobile

SMS

Chat

Email

Phone



SALES

ARE YOUR CUSTOMER INTERACTIONS DRIVING YOUR BUSINESS?


CUSTOMER SATISFACTION

SALES



LOYALTY


SALES



ADVOCACY

LOYALTY


SALES



OR ARE YOUR CUSTOMER INTERACTIONS HURTING YOUR BUSINESS?

75% of customers move to another channel when

online customer service fails




25% drop in loyalty among

customers who experience a problem





25% drop in loyalty among

customers who experience a problem

2X customers typically tell twice as many people

about a bad experience with customer service than they do about a

good one



THE ANNUAL COST OF POOR CUSTOMER SERVICE FOR U.S. BUSINESSES IS

$83 BILLION


CUSTOMERS WANT EXPECT FIRST CLASS CUSTOMER SERVICE


77% of customers expect

customer service to be faster

CUSTOMERS EXPECT FASTER CUSTOMER SERVICE




75% of customers expect service to be easier

to obtain

CUSTOMERS EXPECT SIMPLER CUSTOMER SERVICE




75% of customers expect service to be easier

to obtain


more options for obtaining support

CUSTOMERS EXPECT ACCESSIBLE CUSTOMER SERVICE


65% They have to contact a business multiple times

for the same reason

CUSTOMERS GET FRUSTRATED WHEN


62% They wait on hold for a

long period of time



for the same reason


58% A brand delivers

something different than they

promise upfront


long period of time



for the same reason


55% They have to repeat the

same information to multiple CSR’s or across

multiple channels



promise upfront


long period of time



for the same reason


52% Customer service reps,

employees or self-service sites cannot

answer their questions

55% They have to repeat the

same information to multiple CSR’s or across

multiple channels



promise upfront


long period of time



for the same reason


CUSTOMER SERVICE DOESN’T HAVE TO BE HARD


CAN HELP IMPROVE CUSTOMER INTERACTIONS AND MINIMIZE

FRUSTRATIONS

AVAYA CONTACT CENTER SOLUTIONS FOR IP OFFICE


ALLOWS FOR SWIFT, EFFICIENT AND ACCURATE RESPONSES

TO CUSTOMERS



ALLOWS FOR SWIFT, EFFICIENT AND ACCURATE RESPONSES

TO CUSTOMERS


Optimal accessibility - no matter what

channel of interaction customers choose

Skills-based routing to put your customer in touch

with the right agent the first time

Voice and self-service solutions that allow customers to serve

themselves, leading to more satisfied

customers

Complete end-to-end customer service

strategies

Customer prioritization

opportunities that target the right

customers


CREATE EXCEPTIONAL CUSTOMER EXPERIENCES AND

IMPROVE BUSINESS GROWTH WITH



For more information, visit:

http://www.avaya.com/usa/solution/contact-center-for-midmarket/
