Companies worldwide continuously seek ways to serve their customers more effectively. Satisfied customers become repeat customers. Repeat customers help increase one’s revenue and market reputation.
As a result, customer service is a major initiative in today’s enterprise. Getting the first sale is the easy part. Delighting customers with exceptional service and support so that they become long-term customers is the real challenge.
Traditional customer service channels such as the telephone and email remain important. However, social media and video customer service are emerging channels that companies simply cannot ignore.
Visual Customer Service can now be universal. Customers on social media networks such as Skype, Google Talk and Facebook can securely and easily participate in any Polycom-powered video conference through the RealPresence CloudAXIS Suite. It extends industry-leading high-definition quality video collaboration to anyone with a browser and web-camera, enhancing customer service - not just with a friendly face, but also adding the visual element in cases of customer support.
Telephony-Based Customer Service
Video-Based Customer Service
Video collaboration can play a key role in streamlining a number of your customer-service processes.
Technical support teams can visually inspect products remotely. Customers can access experts who speak multiple languages to receive personalized services. All these serve to increase the satisfaction levels experienced by your customers, creating loyal, repeat and even evangelist customers.
Polycom solutions for customer service help organizations:
- Improve customer satisfaction
- Reduce response times
- Increase customer retention
- Expand coverage of experts and specialists
- Connect visually with your customer anytime, from anywhere.
- Amplify social media customer service efforts by augmenting it with video customer service
From warranty claims to repairs to troubleshooting, when you use collaboration in your customer-service environment, you will benefit from workflow efficiencies that improve service responsiveness and increase customer satisfaction.
White Paper
PDF
|241KB
