What does it mean to truly capture the customer experience? Once that information is captured, what does the organization do with it to extract value? In a market where mobility is key to successful interactions, the challenge is often in developing the right strategy to support the optimal customer experience and measure for success.
This is especially true in the contact center. Customer care initiatives must incorporate social CRM and mobile care to allow for interactions on the go, while still delivering the optimal experience for the user. With the right solution in place, the organization can experience the best of both worlds – great customer service and valuable data capture.
Companies are increasingly turning to InAppCare Professional Services. As highlighted on this product page, the offering includes product requirement analysis, the design of the solution, testing and optimal deployment to meet the needs of the organization. The successful execution is enabled through strategic planning, proven implementation and experienced program management services.
The optimization of social CRM and mobile care is critical to enhance customer’s experiences. InAppCare Professional Services focuses on advanced reporting, customer experience analytics and traditional professional services engagements. In doing so, companies can know whether or not customers complete a task, where they click-through to another option or a desired page and their perception of the overall experience.
Professional services included in the InAppCare focus on app and API development, the design of the user interface, managed services, operational assessment, technology assessment and total discovery, in terms of workflow and business rules. This ensures the experience through the eyes of the user is captured and analyzed for overall optimization and improvements.
As customer care organizations embrace mobility and social media trends, it’s critical to support the implementation of social CRM and mobile care to measure the experience across all channels. The cloud-based InAppCare layers into the existing smartphone app to improve customer satisfaction and drive a tangible return on investment.
A core focus in the InAppCare platform is the addition of useful and time-saving touch points that increase retention and lower the overall operational cost for the enterprise. It ultimately extends the value of the social CRM and mobile care solution, is an agnostic solution without ties to one particular solution, does not require integration and is designed as an anti-invasive app. The RESTlet architecture and modular design allows a seamless plug-in for smartphones.
Ultimately, InAppCare makes self-service features more efficient and effective so as to eliminate misdirected interactions. This not only improves the overall experience for the customer, it also enhances customer loyalty as it eliminates cross channel challenges and fill gaps in the mobile care strategy.
Edited by Ashley Caputo