Customer Experience is key to business growth. With nearly two-thirds of customers stating that their experience when dealing with organizations is a more important factor than price in their purchase decisions, improving customer service is a key factor for developing customer engagement and, therefore, business growth.
Customers expect organizations to be available and ready to help whenever they need it, wherever they might be, and over whatever device and channel is most convenient to them. In order to impress, the customer experience needs to be effortless. Meanwhile, in order to deliver great Customer Engagement and Experience, it is critical to also focus on great agent experience, for which a simple, powerful, and intuitive tool which enables agents to focus on the customer is key.