Bhaskar Roy, VP of Growth at Lightspeed PR client Workato, discussed the evolving world of enterprise communications in his Business 2 Community column.
Roy writes that, “Talking on the phone has long been an important part of doing business, but today enterprise communications no longer means dialing a number and chatting with a customer service representative sitting in a call center.”
He explains that, not only have the methods that customers use to communicate with a company increased, but how customer services teams are run has also changed. Customer service reps may be working remotely from home or in an office operating in a different country from the company headquarters. Despite these changes and challenges, customers still expect a unified, multi-channel experience.
Roy brings up a couple of important statistics to drive this point home. According to a study by Walker, customer experience will overtake price and product as the key brand differentiator by the year 2020. And, companies with the strongest omni-channel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak omni-channel strategies according to a study by Aberdeen Group Inc.
To read more about Roy’s viewpoint and predictions for the future, check out the full article in Business 2 Community.
