BETTER CUSTOMER EXPERIENCE THAN YOU EVER IMAGINED

Delivering personalized, contextual interactions across the customer journey is a strategic imperative. But it’s easier said than done. You need leaders who can see the benefits of a customer-centered vision, colleagues who buy-in to the vision and execute, software that unifies, drives and rewards this execution across all channels, and a partner who has been there before who can guide you through it.

At EC, we help organisations differentiate their brand through the implementation of intelligent customer service, sales, marketing and social engagement software, based on the Microsoft Dynamics Customer Engagement Platform, and we work with you collaboratively to help make your business, and your customers’ experience of your business, better than you ever imagined.

ENGAGE THROUGH YOUR CUSTOMER’S CHOICE OF CHANNEL

In this Digitally empowered, connected and engaged world, your customers can choose from a myriad of channels to interact with your brand. When they do, they don’t have time to mess around. They want answers, information, service, fast. If they don’t get it, they simply browse on over to your competition and satisfy their instant gratification needs there.
Your business needs software that provides full visibility into the products or services that I’ve purchased, past service or product issues I have experienced, and any previous interactions we may have had across other channels.
Without it, you may as well click the next tab for me.

PROVIDE FAST, PERSONALISED AND EFFECTIVE SERVICE

Once customers have connected with your brand, don’t disappoint them. Engage them meaningfully and personally. That means you need software that provides specific insight about that individual customer, and how they have engaged you before, but it also means that you need software that empowers your customer-facing employees to actually solve the problems.

Watch this video to see how Microsoft Dynamics 365 for Customer Service Empowers Employees:

PROVIDE CONSISTENT SERVICE ACROSS ALL TOUCHPOINTS

It’s no good that you deliver great service only once, and through only one channel, you need to provide consistent service to me over all channels and touchpoints, at all times. Fail to do that and risk being seen by me as inauthentic and inconsistent.
But do you even know which channels your customers are engaging you through, and when?
EC have teamed up with Thunderhead – Forrester Wave leaders in Customer Journey Analytics Platforms – to bring you the technology that helps you identify and implement the Customer Managed Journey.

INTRODUCING: THE CUSTOMER MANAGED JOURNEY

Understanding the Customer Managed Journey means moving from the idea that customers can be represented and understood via a controllable set of interactions, to understanding that your relationship is an ongoing one where the customer is ultimately in charge.
Embracing the customer journey means viewing your organisation, its operations and its customer touchpoints from the customer perspective. It means changing processes to streamline interactions, ensuring they deliver value both to the customer and the business. It means having the insight to create conversations and solutions that address customer needs in context and in real time, and thus build true engagement based on the requirements and behaviours of the individual.
Thunderhead’s ONE Engagement Hub provides you with real-time analytics on exactly how your customers are engaging your brand, across all channels and touchpoints. It helps you give your customers what they want, rather than bombarding them with clumsy and irrelevant messages they don’t. Why be yet another brand that fills the world with hot air?

CUSTOMERS WHO ARE FULLY ENGAGED REPRESENT A 23% PREMIUM IN TERMS OF SHARE OF WALLET, PROFITABILITY, REVENUE, AND RELATIONSHIP GROWTH OVER THE AVERAGE CUSTOMER. SOURCE: GALLUP.

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