IS CHANGING CUSTOMERS WANT CHOICE The choice to contact your - - PowerPoint PPT Presentation

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Nov 26, 2023 274 likes •606 views

COMMUNICATION IS CHANGING CUSTOMERS WANT CHOICE The choice to contact your business on the channel they prefer to use CUSTOMER SERVICE IS CRUCIAL 97% of customers tell others about very good or excellent customer service experiences.

SLIDE 1

COMMUNICATION

IS CHANGING

SLIDE 2

CUSTOMERS

WANT CHOICE

The choice to contact your business on the channel they prefer to use

SLIDE 3

CUSTOMER SERVICE

IS CRUCIAL

97% of customers tell others about very good or excellent customer service experiences.

SOURCE: SURVEY MONKEY

SLIDE 4

SEAMLESS COMMUNICATION

IMPROVES YOUR

CUSTOMER SERVICE

Continuous communication

n ONE PLATFORM

SLIDE 5

SEAMLESS COMMUNICATION

MAKES YOUR PEOPLE

MORE EFFICIENT

More customer interactions

n ONE PLATFORM

SLIDE 6

POWERFUL REPORTS

IN JUST A FEW CLICKS

Access and combine all your data

n ONE PLATFORM

SLIDE 7

Businesses with an Omni Channel strategy INCREASE CUSTOMER

RETENTION, year on year, by

91% compared to those without

SOURCE: EMARYS

SLIDE 8

MULTI-CHANNEL

VS OMNICHANNEL

What’s the difference?

SLIDE 9

Using lots of different channels to communicate – but they

ARE NOT CONNECTED

WHAT IS MULTI CHANNEL?

SLIDE 10

Using lots of different channels to communicate – and they

ARE ALL CONNECTED

WHAT IS OMNI CHANNEL?

SLIDE 11

ONE PLATFORM INFINITE POSSIBILITIES

CLOUD BASED CUSTOMER COMMUNICATION

Voice, email, web chat, SMS and FB Messenger,

ur cloud-based communication solutions ensure you

always provide a consistent level of personalised service to your customers whatever their preferred channel.

SLIDE 12

81% of customer

interactions in travel are still via TELEPHONE with a LIVE AGENT

SOURCE: CONTACT BABEL

SLIDE 13

INTELLIGENT VOICE

Handle sales & support calls more effectively with IVRs, Voice Recognition & Call Routing

SLIDE 14

64% of customers want

to communicate with businesses VIA EMAIL for customer service – making it the MOST WIDELY USED digital channel

SOURCE: HUBSPOT

SLIDE 15

EFFECTIVE EMAIL

Customers expect a response within the hour. Improve your response rate in the most commonly used digital channel

SOURCE: TOISTER

SLIDE 16

AI CHATBOTS

Improve customer service with website ChatBots that help customers with FAQs

SLIDE 17

70% of customers would

SPEND MORE MONEY

with a company that has excellent customer service.

SOURCE: AMERICAN EXPRESS

SLIDE 18

SMS CHAT

Web based SMS allows two-way texting between agents and customers, all linked to your CRM

SLIDE 19

WEB CHAT

Easily add chat features to your website, all linked to your CRM

SLIDE 20

VIDEO CHAT

Personalise your customer experience by offering video chat from any channel

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CO-BROWSING

Allow customers to share their screens and guide them through any process

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INTEGRATIONS

In just a few clicks you can easily integrate your favourite tools with Daktela

SLIDE 23

SOCIAL NETWORKS

Communicate with your customers over their favourite social media apps.

SLIDE 24

MOBILE APP

With the Daktela App you can communicate with customers or manage your contact centre from wherever you are.

SLIDE 25

INTEGRATED

BACK OFFICE

Unite your whole company with a virtual PBX in the cloud.

SLIDE 26

CUSTOMER JOURNEY

Provide a consistent level of personalised service regardless

f the channel.

IMPROVE YOUR

SLIDE 27

59% of customers

would TRY A NEW

COMPANY to receive

better customer service

SOURCE: PwC

SLIDE 28

POWERFUL

CRM CAPABILITY

Track & manage all customer interactions on one platform. Use our in-built CRM or integrate your own.

SLIDE 29

FLEXIBLE HOSTING

Choose where your information is stored with secure data centres in both the EU & the UK.

SLIDE 30

OUR CUSTOMERS

SLIDE 31

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