Customer Experience

Approximately 306 billion emails were sent and received every day worldwide in 2020. And, while most consumers use multiple avenues to interact with companies, email is still the most commonly used digital customer service channel. According to a recent Microsoft Dynamics 365 study, 64% of consumers prefer email as a way to interact with companies. …

Optimizing Email Flows to Deliver Superior CX With Solutif Read More »

The ongoing COVID-19 pandemic has impacted the transition of the contact center – from the old system to a cloud-based omnichannel system. The omnichannel contact center provides convenience for contact center companies where all information related to company services can be accessed by customers through various platforms, such as email, social media, telephone, website, mobile …

The Positive Value of The Omnichannel Contact Center During The Pandemic Read More »

The traditional KPIs are customer satisfaction, the average time a customer spends on hold, and how quickly an agent answers the customer’s question or provides a resolution. However, there’s no direct correlation between customer experience and frontline productivity. Before trying to improve customer experience, you need to carefully analyze agent tasks and issues that arise. …

Increase Customer Experience, Personalization and Innovation With Multicloud by Solutif  Read More »

Customer needs are complex. But aging on-premises call centers systems limit many contact centers. Most customer experience and IT leaders recognize that extending the life of a patchwork of siloed channels and complex integrations offers only a temporary solution that’s expensive and difficult to maintain. The cloud offers a better option. Cloud-based solutions deliver greater …

3 Key Points in Evaluating Omnichannel Cloud Contact Center Solutions Read More »

In a business, you need a contact center to support your business. Contact centers bring you closer to customers wherever the brand is and whenever they need you. In contact center activities, there are two types of calls, namely incoming calls (inbound calls) and outbound calls (outbound calls). In this article, Solutif will share useful …

Increase Customer Reach With Inbound Solution From Solutif Read More »

Masih banyak bisnis yang belum menerapkan workforce management secara efektif. Sekarang ini, banyak bisnis yang sadar betapa pentingnya pengaruh customer experience terhadap merek atau bisnis Anda. Jika Anda memberikan pelayanan yang baik, maka akan berpengaruh pada persepsi pelanggan terhadap merek dan bisnis Anda. Dalam hal ini, pelanggan sebagai penentu keputusan “apakah melakukan repurchase atau tidak” …

Apa itu Workforce Management (WFM)? Read More »