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dIGITal ENTErPrISE | STRATEGY

offers an excellent end-to-end customer experience and customer experience. However before incorporating the
real-time customer support. robotic technology, it’s imperative for businesses to do
Here are the 10 best strategies to modernize customer thoughtful due diligence and identify the opportunities,
support operations and transform it into a growth en- risks and needs for effective delivery.
gine.
OMNI-ChaNNEl SUPPOrT
dIGITal - aNalyTICS TO PrEdICT BEhavIOr aNd
JOUrNEy MaPPING

Channel choices have empowered customers of today.
Conversational commerce has revolutionized the way
To deliver a superior-quality customer experience contin- brands interact with customers. Mobile experiences are
uously, businesses must embrace Journey Analytics that more optimized than ever. Omni-channel customer sup-
combines big data, advanced analytics and functional port is a fundamental component of customer experience
expertise. This helps them leverage multiple data points today. It’s critical to delivering personalized customer
across customers, channels and touch points, and em- experience. We live in an always-on world. A Forrester
powers CX experts to predict their future behavior. Us- Research report states that only 36% of contact centers
ing the journey map, CX professionals can formulate the have implemented multichannel integration to provide
roadmap to engage customers via their preferred chan- consistent experiences; 70% do not train agents to sup-
nels and offer personalized customer experience. port multiple channels. Being an omni-channel brand
makes it accessible to customers 24/7 in today’s highly
rOBOTIC PrOCESS aUTOMaTION connected modern world.

MOBIlE BaSEd CUSTOMEr SUPPOrT
Frantic use of mobile devices for everything has urged
organizations to rethink their customer support strategy.
Customers prefer to contact brands on their mobile de-

Robotic Process Automation (RPA) is one of the most re-
cent frontiers in customer support. Regulated industries
with high volume and transactional business processes
can employ RPA to build more cost-effective, compli-
ant and optimized business processes, while driving

| A CyberMedia Publication www.dqindia.com January, 2018 | 53