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カスタマーエクスペリエンス
すべてのチャネルで期待を超える成果
より多くのチャネルとより多くのオポチュニティ
ソーシャルメディア、チャット、またはモバイルアプリでも、お客様にとってはそれぞれがブランドと関わる新たなオポチュニティです。すべてのチャネルを通じてお客様の全体像を見ることで、ニーズを予測してサービスを次のレベルに押し上げ、カスタマーロイヤリティを構築することができます。
常に、適切なエクスペリエンス
コンタクトセンターに注力している場合も、マルチチャネルを運営、またはオムニチャネルを管理している場合も、アバイアがサポートします。
柔軟な導入オプション
クラウドでもオンプレミスでも、ハイブリッドモデルまたはサービスとしても、ビジネスニーズを満たすようにモデルを組み合わせることができます。
カスタムジャーニー
可視性に優れた、インテリジェントな通話ルーティングと知識の豊富なエージェントにより、常にシームレスなカスタマーエクスペリエンスを構築します。
93%
アバイアの統計では 93% の経営陣が 2018 年にカスタマーエクスペリエンスの向上に取り組む計画を立てている
91%
91% の企業が 2 年以内にオムニチャネル分析への投資を予定
80%
80% を超える企業がカスタマーエクスペリエンスを競争の差別化要因とみなしている
カスタマーエクスペリエンスの向上
一夜にして実現することはできませんが、適切な体系的アプローチを取ることでカスタマーエクスペリエンスを高めることができます。アバイアと提携して、戦略、ゴール設定、計画書作成を含む 5 つのプロセス手順でジャーニーを構築する方法をご覧ください。
AI の導入
モバイルメッセージングが急増するにつれて、メッセージングアプリとコンタクトセンターとの統合に関するユーザーの期待も高まっています。AI を利用して、所在地や使用しているコミュニケーションプラットフォームを問わず、お客様とのエンゲージメントを高める方法をご覧ください。
ブランドとの人間味のあるつながりを構築する
カスタマーエクスペリエンスは、ブランドを築くこともあれば崩すこともあります。こちらの CMO Club のソリューションガイドでは、お客様対応の最前線として、デジタルカスタマーエクスペリエンスがいかに差し迫った問題であるかを調査してします。デジタルエクスペリエンスジャーニー構築のオポチュニティと課題を理解して、パーソナライズされたエンゲージメントがいかにブランドとお客様とのつながりを強化し、ロイヤリティの向上と収益の改善につながるかをご覧ください。
リソース
ホワイトペーパー
Cコマース：デジタルカスタマージャーニーの未来
Cコマースでは、各ブランドと消費者がメッセージング、音声アシスタント、その他の自然言語インターフェイスを通じて対話できます。
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