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Presence Customer Interaction History: effective management of the customer journey


Johannesburg, 13 Apr 2018

How many different times have you contacted a company for the same reason and had to explain your problem all over again? And how many times had they put you on hold for long periods of time due to the lack of information?

In such a hyper-connected environment as of today, in which the consumer demands to be able to contact with companies in the most convenient way for him, companies not only face the multi-channel challenge, but also the challenge of managing the customer journey in a uniform, homogeneous and consistent manner regardless of the used communication channel.

With such an extensive range of products and services from various providers available in the market nowadays, the probability for a customer to choose a brand is directly proportional to the investment made and the efficiency perceived the customer journey management as a differentiator to offer the best customer experience, avoid frustrations and create a competitive advantage.

Presence Customer Interaction History

The innovative Presence Suite's Customer Interaction History functionality allows contact centre agents and supervisors to access the full history of multichannel interactions with the customer for a more accurate, faster and effective management.

Presence Customer Interaction History associates a unique identification for each customer. This facilitates the unification of the information and allows agents or supervisors to access all the contents on future inbound our outbound interactions (voice, e-mail, chats, attached files, recordings, etc., from any data source: CRM, automated systems, etc.)

Presence Customer Interaction History Benefits:

* 360o vision of the customer.
* Omnichannel management of all the interactions with the customer.
* Increases first contact resolution and agent productivity.
* Reduces operative costs.
* Optimises back-office tasks.
* Increases service satisfaction levels and customer retention.

Transform your agents into personalised and unified experience experts with a single omnichannel tool.

Contact Presence if you want to know more about how its Customer Interaction History feature can help you optimise your customer journey strategy.

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Editorial contacts

Tiago Saraiva
Enghouse Interactive - Presence
Tiago.Saraiva@enghouse.com