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Customers come in different shapes and sizes, and have their own preferences. You don't know what would catch their fancy, and at what time. Will it be the internet; through the ubiquitous international store front, open 24 hours a day? Or will it be the click on Google ads? Maybe it will be the streaming video web ad, or the TV spot on one of the more popular channel, 30 seconds where you tell your story. It may also be from a viral video, or blog. But you have to be there, making sure that you are ready to seize the "moment of truth", when the customer decides to click the order button, or pick up the phone to call your store or call center.
Amdocs ordering supports multiple channels, including external sources such as web (self service), retail outlet, dealer networks or other license operators as well as internal channels such as call center, self service, TV, sales automation systems, and third party CRM applications.
As the choices are numerous and the purchasing process is long and fairly complex, customers prefer to start the interaction on one channel, and complete it on another channel. According to a recent report by Forrester (Customer Service Best Practices Adoption, January 2008), consumers are increasingly expecting their customer service experience to be seamless and transition from self service to live service in a single session with no loss of context or information.
The multi channel persistence capability from Amdocs ordering allows a customer to start the interaction on any channel, say self service at work, then call the call center agent or walk in a store to get questions answered, and complete the interaction on yet another channel when they get home.
The information is persistent across all the channels, and the same information is presented to the customer, call center agent, or sales person on a channel of their choice, even when the order is in transit. This capability offers several benefits to your customers; they can choose a channel of convenience to start an interaction, save and resume the interaction at a convenient time, and complete the transaction once they are fully satisfied with all the information.
The multi channel capability is crucial to your business as it:
- Enhances your revenue potential, as your customer can use a channel of convenience to place an order, from anywhere and at any time
- Improves customer satisfaction, as multi channel persistence supports orders in transit without any loss of information
- Allows you to cross sell and up sell your products based on the channel convenient to your customer
Contact Amdocs today to learn more.
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