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Telecom Reseller
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BEZÓN
Higher Education + Technology = ACUTA
continued from page 13
e emergence of all these new channels
channels are, how they want to access them,
ing
– also known as digital channels - add some what time, how o en and for what kind of c
As a CIO, it is important for
• Professional networking at its best happens at the face-to-face complexity to the brand, as it is obliged to transactions.
yee me to be a part of a group of events and via the listserv/community. We provide opportunities to connect incorporate them to the customer journey and Most likely you will chance upon a clear o
and people who strive to con nually evolve as knowledgeable with people who can help you succeed.
hence more touch points. ese can be classi ed trend of customer service, which you are
the technology professionals.
• High-quality education features presenters at seminars and in two types: assisted (needs human interaction) probably not addressing properly: most
ken
I know of no be er organiza on conferences who are experts in the eld.
and non-assisted or self-service.
customers prefer self-service - e ortless a
to be a part of than ACUTA.
Keith Fowlkes • Valuable publications bring critical information to you in a timely, One of the rst questions that companies interactions - especially by the youth. But it is
ees Director of Informaon Technology pro-active way.
need to ask is: What are the channels/touch also true that every day more people do not y
y to Services and CIO • Online resources give you access to solutions that will help you meet points that I need to have to engage with my want to make any kind of transaction in person.
red
Centre College
the needs of your campus faculty, staff, and students.
customers? e answer is very simple: attend
Customers want to control their time, they do e
• Professional development opportunities abound at ACUTA, to your customers in their preferred channel.
not want to queue and wait for something that
pri- giving you experiences that will help you grow professionally and advance your career.
A survey conducted by IDC on Customer Care they can do easily online. And, interaction with
d?
BPO found that the majority of consumers were advanced brands has taught customers what
any www.acuta.org unable to get a response from customer support is possible online and hence they compare p
ee? Questions: Call Amy at (859) 278-3338.
using their channel of preference. Businesses brand’s service levels regularly. Self-service is y
icle Join Today!
need to know their customers, segment them about automation, where customers are allowed
t
sen-
Connecting Campus IT Professionals with Ideas and Solutions
properly and understand what their preferred
%
Having the multi-channel and
self-service capabilities is a big
Inc.
Connect and Communicate
step, but it is not enough to
ensure a great customer
R
ONICS DOES IT ALL!
experience. Today, most
T
consumers use more than one
channel in each individual
transaction.
to make all the normal transactions through
WE BUY online channels, either via a website or a mobile G
app, without human intervention. is requires
YOUR EXCESS
REPAIRS
technological e ort and investment, but that
can be amortized very quickly as per call costs
reduction and improvement of customer
experience.
Having the multi-channel and self-service
capabilities is a big step, but it is not enough to
ensure a great customer experience. Today, most
consumers use more than one channel in each
individual transaction. is means that you
cannot a ord to have a “channel siloed” vision
of the customer transaction. You need to have a
single view of customers and their transactions
and provide a seamless experience through
all the touch points. is is known as omni-
channel experience, and it is the next step to
ensure your customer service is excellent.
Finally, the next step is about personalization
and proactive engagement. How can a business
TRAINING
INSTALLATION
anticipate a customer’s needs, even before he
can contact the business or tell the business
what it wants?
is is where big data or analytics come
into play. Having all the information about the
customer, preferences, real and historic use
and purchases, customer service and historic
interactions through all the channels is needed
to o er the right product at the right time in the
right context.
For example, a mobile operator automatically
analyses the internet usage of a user with 1
GB data bundle, and detects that he has been
consuming the bundle for the last 3 months,
tallation services to excess purchasing, A1 Teletronics does it all.
om ins and paying additional cost for the extra-bundle
usage. e mobile operator o ers the user
nt distribution within the telecommunications and networking channel ende the opportunity to subscribe to the 3 GB data p
to quality and service. We’ll help you connect and communicate.
ation
bundle allowing him to use more bandwidth c
while saving money.
In the age of erce competitiveness,
companies that deliver a great end-to-end
800.797.2983 experience that makes them stand out from the
clutter will attract and retain customers. is
www.a1teletronics.com
is a universal truth no matter which industry
a business is in and businesses who choose to
make superior customer experience its core
is not affiliated with the manufacturers of the products it sells except as expressly noted otherwise.
nics, Inc.
business strategy will continue to thrive. ■
ith the manufacturers’ names and products are owned by the respective manufacturers.
w
