Smart customer interaction: communication with customers is changing

Digital companies no longer think in terms of traditional contact centres, but instead involve all employees in customer communications. This smart customer interaction provides all the resources the employees need to help customers from wherever they are. And it gives customers an app so they always have your contact centre in their pocket. It couldn't be more mobile. Smart customer interaction is also fully in line with the trend of multi-channel communication, so it makes little difference if customers contact you by email, phone or chat. Or via social media, or WhatsApp. Every question is directed to an employee with the right expertise, sometimes even to a partner outside the organisation. And you can use analytics to discover patterns in customer communications. In this session we explain more about how to use smart customer interaction to communicate with employees, customers and partners more easily and more intelligently.

Speakers: Kristof Maes, Senior Presales Consultant, Inia / Steven Verbeke, Presales Consultant, Inia