Category Archives: Uncategorized

Why Integration is So Important for Customer Experience

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If you’re looking to create a positive customer experience, integration should be at the top of your priority list. Integrating your customer service and your business systems as a whole can have a number of important benefits for your organisation, not limited to providing an excellent experience for your customers.

Still not convinced? Think about your customer complaints. If a customer has an issue with one of your products or service and they take to Twitter to complain, will you even know? Integrated customer experience platforms can not only help you monitor your complaints, they can trace an individual’s previous interactions with your organisation so you can offer a more personalised response to their feedback.

It’s important to be aware that customers are more connected than ever before, and they generally interact with brands from multiple touchpoints before they make a purchase. If a customer contacts you via live chat on their mobile before switching to email and then picking up the phone do you have any way of tracing them?

The right integration system can keep everything in the same place so you can immediately bring up a customer’s previous interactions with your business and provide them with what they’re looking for. Integration lets you send the right message, to the right person, at the right time and it’s invaluable for any organisation that is serious about their customer experience.

As well as the benefit to the customer, integration has benefits for the organisation, especially when it comes to marketing strategy. If you can determine exactly where your customers come from and map their pathway to making a purchase you can get a much clearer idea of what marketing strategies are most effective and tailor your future strategies for even better results.

Without an integrated way to track your customer interactions at every stage of their journey you’re going to struggle to build up a clear picture of your customers and how they interact with you. This means that not only will your customers get frustrated at their lack of a cohesive experience with you, you will miss out on the valuable insight that an integrated strategy can provide you.

Integration of your systems and data should form the cornerstone of your customer experience strategy. Getting all your data and information in a single place will benefit both your customers and your organisation and allow you to gain a competitive edge in your industry.

The Growing Importance of Social Media in Customer Experience

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Social media is now a commonly used business marketing tool, but increasingly, social media is becoming important as the means for delivering a great customer experience. More and more customers are taking to social media to interact with brands and organisations and those who maintain an active presence and respond quickly are likely to enjoy a strong competitive edge in the future.

A recent research report from Harvard Business Review (https://explore.sprinklr.com/customer-experience-survey-harvard-business-review.html) supports this view, comparing how important social media is going to be to customer experience both today and in three years time. Over 600 managers and executives from some of the world’s leading organisations were surveyed and according to the findings, social media is important to 42% of organisations while in three years 75% of respondents believe it will be extremely important. This reflects a growing emphasis on the importance of social media for customer interaction and providing a positive overall experience.

This report also positions social media more as a communication form than a marketing medium, allowing for one on one interactions between a customer and an organisation. The report also highlighted a strong difference between the number of organisations who believed that a superior customer experience was important to their success, and the number who felt their organisation had the tools and skills to deliver an experience of this calibre.

Because so many organisations are lagging behind when it comes to the effective use of social media, there are opportunities for those who are aware of the importance of social media to forge ahead. If you want to get the competitive edge in your industry and offer a superior service to your customers, integrating your social media with your customer experience strategy is crucial.

The benefits of investing in social media include increased revenue, improved risk management and a reduction in costs. The right social media strategy will also enable you to reach your customers across multiple touchpoints and provide a far better level of customer experience and give you the advantage over your competitors in the future.

Whatever industry you’re in, it’s important that you don’t underestimate the importance of social media in your wider customer experience strategy. The business landscape is constantly changing and adapting to customer expectations both now and in the future can give you a huge edge over other organisations that might be less fast to adapt.

Why Customer Experience is More Important Than Ever

By | CCM, Changing Technology, CRM, Customer Communication Management, Customer Engagement, Customer Experience Strategy, Customer Insights, Customer Journey Mapping, Customer Relationship Management, sitecore, Superannuation, Uncategorized, virsaic | No Comments

Digital disruption has affected virtually every industry and those that haven’t been affected are likely to be in the future. While many people assume that digital disruption is caused by the Internet or mobile technology, this is not the case. At its core digital disruption is driven by customers and their changing expectations.

Thanks to the high levels of connectivity that consumers enjoy, they are more empowered to make choices about who they deal with and how they interact than ever before. If a customer isn’t happy with their experience with one organisation, they have choices and the means to leave and go elsewhere.

Many established organisations and industries that have failed to adapt quickly enough to this have learned the hard way that if you don’t provide your customers with a good experience you are likely to pay the ultimate price. Your customers have alternatives they didn’t have before, and you simply can’t afford to take them for granted.

Customers’ needs and wants have changed and there are a number of priorities that you need to be aware of and embrace if you’re going to be effective at improving your customer experience. These include taking a tailored, individualistic approach to your customers and not just treating them all the same. You also need to think about how accessible your organisation is on different platforms including social media, mobile and the Internet.

Every interaction a customer has with your organisation shapes their overall experience and the feelings they will have towards you. This is why it’s so important to create a positive and integrated customer experience across every area of your business if you want to keep your customers happy over the long term.

In most cases, switching to a customer focused outlook means reviewing every area of your organisation, from your use of technology and social media to the internal processes that dictate how efficiently you can meet your customers’ needs. Most customers have certain expectations when it comes to the experience they have with your organisation, and these include key factors like personalisation, integration across different platforms and transparency of information.

Because of the changing focus on meeting customer needs and the increased availability of information for customers, there has never been a more important time to prioritise customer experience. Your customers know what they are worth and they have access to alternatives if they aren’t happy. Investing in providing your customers with a quality experience is likely to pay off a great deal now and in the future.

How to Use Data to Provide a Personalised Customer Experience

By | CCM, Changing Technology, CRM, Customer Communication Management, Customer Engagement, Customer Experience, Customer Experience Strategy, Customer Insights, Customer Relationship Management, Customer Satisfaction, Uncategorized | No Comments

Personalisation is more than just a marketing buzzword. Thanks to social media and the age of mobile technology, customers now expect businesses to provide services that are tailored to them. Organisations that don’t meet these expectations run the risk of falling behind to their competitors.

Fortunately there are a number of ways you can create a more personalised customer experience in your organisation and many of these ways involve data. Most organisations have access to a huge range of data about their customers and with a strategic approach this data can be used to enhance the experience for your customers, improving customer loyalty at the same time.

Use social data

Social media can give you a huge range of valuable information if you know how to interpret it, and this lets you see in real time what your customers are saying about you and gauge their reactions to your business. Many organisations still see their social media pages as a marketing tool but limiting your use of social media to advertising means you’re missing out on a lot of the potential that social media can give your organisation.

There are a number of platforms, such as Sprinklr, that can help you analyse social data so you can see what your customers like on a personal level. By monitoring your social media pages and responding to queries and complaints on an individual basis you can provide that one on one personalised attention that your customers have come to expect.

Make adjustments in real-time

A large part of providing a personalised level of customer service means meeting your customers’ needs in real time. Personalisation doesn’t just mean giving your customers what they want, it means giving them what they want at the time they want it and for this you want real time data. Having access to real-time data means you can be more flexible and adaptable to your customers’ changing individual needs at any given time.

Integrate customer data for a full picture

Great personalisation starts with understanding your customers. If you know who they are it’s going to be much easier to personalise your communication with them. By integrating your customer data from different sources you can get a clear picture of your customers from multiple different angles and in different contexts. This will help you understand them better and therefore serve them up a far better experience.

Data is a crucial tool for organisations that want to provide a personalised, quality experience for their customers. Hopefully these three suggestions will help you put data to good use in your organisation, for the benefit of your customers.

How to Boost Customer Engagement Through Multiple Channels

By | CCM, CRM, Customer Communication Management, Customer Engagement, Uncategorized | No Comments

When it comes to communicating effectively with your customers, consistency is absolutely crucial. Consistency breeds trust and it also helps you develop a strong brand identity. Customers are more likely to engage with an organisation that they trust and feel confident in. On the other hand, inconsistent brand messaging and communication are likely to have the opposite effect and can even drive customers away from your business.

Increasingly, customers are engaging with organisations through multiple channels, from email to social media to a mobile app. They may switch between different channels and they want to access their details, process transactions and interact with your business at all times and from anywhere they might happen to be.

According to mynewsdesk.com, today’s customers expect to be able to retrieve their information and have a consistent experience across all these different platforms and this expectation is only going to grow in the future.

Customer experience has never been more important than it is today and this means you need to be able to deliver your customers the right message whenever they come into contact with your business. Due to the range of choice that today’s customers enjoy, if your organisation isn’t delivering the great experience people expect, they are likely to leave and just go elsewhere.

Fortunately we also live in a time where we have the technology and the means to provide a consistent customer experience and it doesn’t have to be too difficult or time consuming. Purpose designed CRM and CCM platforms allow you to deliver a multi channel experience by gathering data from customers and tracking their information across different channels, allowing for a more integrated experience.

All this data is then easily retrieved from any device, by call centre or customer service staff when communicating with a customer, or via the customer themselves from their mobile, laptop or tablet. This guarantees a consistent, unified message is delivered across all platforms.

Using the right automated communication management solution, organisations can track and capture all the data they need regarding customer engagement across the different channels. Many automated CCM platforms automatically update customer information and activities in internal systems and automate personalised follow up communications that are relevant to each individual customer.

Multi channel communication is the foundation of any great customer experience. By using the power of data and automating your communication processes you can save costs and provide your customers with a better experience that’s tailored to their individual needs across multiple channels.

Digital Transformation Appliance

CoTé’s Digital Transformation Appliance

By | Changing Technology, Digital Transformation, Uncategorized | No Comments

CoTé Software & Solutions is proud to announce the launch of its latest product offering a Digital Transformation Appliance – The NextUs™

Using patent pending technology the CoTé NextUs™ connects into a companies network and automatically starts to transform any business from Analog laggard to digitally connected brand.

“Plug it in and watch your business transform”

Our unique artificial intelligence and chat bot technology discusses the necessary changes with Employees, Managers and Executives in order to make a digitally savvy business. The NextUs™ integrates with many of the latest HR systems in order to make the decisions necessary to staff and organisational structure changes. Its open architecture assists with cultural change and reducing organisational silos.

The NextUs™ will connect all the legacy and modern technologies via API’s to provide a seamless integrate digital customer experience at the click of a button.

Deployment of the appliance has never been easier, it can be offered into on premise data center or as a cloud service, Hybrid, Hybrid private, public or even private public hybrid.

OK you got us, it’s the 1st of April  – There is no Appliance for Digital Transformation, no silver bullet.

However we did build Virsaic™ it help orchestrate and converges all your customer interactions and communication into one platform.

BPM+CCM Image

Virsaic™ is its independent digital offer. A true ‘Platform as a Service’ (PaaS), Virsaic™ is digital by design empowering organisations to deliver digital engagement first; Mobile, Web, and email, followed by the traditional more expensive print and mail channel. Virsaic™ enables rapid implementation using configuration based template creation through your browser rather than code.
Virsaic™ represents the convergence of digital customer communication management and business process automation and is ideally suited to industry sectors where information management and customer engagement is a competitive advantage.
Virsaic™ can be deployed as components or modules that are added to other applications to form part of a broader digital customer engagement solution such as various CCM, CMS, CRM, ECM and BPM all delivered as a service. Virsaic™ is also an end to end solution; including content management, communication management, archival, workflow, distribution (Physical and Digital) and reporting. Virsaic™ modules are outlined below;

 

virsaic modules

 

Virsaic™ leverages the power of Microsoft Azure cloud in Australia and provides services to some of the largest Insurers, Wealth, Super and Banking Companies in Australia.

What to know more? Contact us today!

For more information, visit www.cote.com.au or www.virsaic.com.au

 

 

1% pledge

What If we all gave 1%

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What if all companies in the world pledged 1% of their employees time, product and profit. At CoTé , we take this commitment to heart.

So what’s our why?  We believe that business and technology can be a platform for change, and that if we all gave 1% – We could all help change the world!

We take great pride in announcing that CoTé has joined the Pledge 1% Initiative, a global movement that encourages and challenges companies to make a positive impact within their respective communities. The initiative has been successful at promoting a model of early-stage corporate philanthropy, as a way to promote the integration of philanthropy and business and to make it easier for founders and business leaders to give back.

As part of our pledge, CoTé will be giving 1% of employee time and product to projects within our local community, charities and Not for profits.

Pledge 1% launched as a partnership between a small group of companies and foundations in December 2014, and now boasts a membership of more than 1,200 companies in 30 countries around the world. This initiative is also supported through a vast ecosystem of partners, including nonprofits, incubators, investors, venture capital firms, accelerators and co-working spaces. Through the Pledge 1% website, companies pledge 1% of their equity, profit, product or employee time in service of their communities. Take a look at the full list of companies who have taken the pledge alongside CoTé here

If you would like to know more about our pledge or are a not for profit that would benefit, please contact us at info@cote.com.au.

Pledge 1% logo

 

 

digital human touch

How the Human Touch Can Enhance Your Digital Engagement Strategy

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Delivering an inconsistent brand message leads to confusion and distrust among your clients that is very difficult to recover from. In fact, a 2014 study by McKinsey & Company showed that companies with strong and consistent marketing strategies and tactics outperform those with weak branding by a staggering 20 per cent. Furthermore, a 2013 study by Oracle reported that nine out of ten consumers have switched brands due to a poor customer experience.  This tells us that a significant number of companies are failing with their marketing efforts, pushing customers away at a surprising rate.

In today’s fiercely competitive business environment, one of your most important brand foundations is the digital strategy that you use to engage your customers. By emphasising the human touch when you interact with clients, you can foster enduring long-term relationships and gain an edge over your competitors. But how do you achieve this?

Customers can quickly grow frustrated when dealing with organisations that make it difficult to do business with them. And when that happens, a recent report by Accenture shows that 40 per cent will take to social media to voice their complaints and things can quickly spin out of control.  This can lead brands straight to the emergency room for life support. It should be no surprise that the majority of consumers today prefer to deal with human beings in order to seek advice or resolve issues. It builds trust and peace of mind.

That’s why it’s vital for your business to focus on human interaction to ensure that your customers can quickly and easily gain access to the quality support and service they need and expect. The good news is that modern technology allows you to combine the essential human touch into every digital experience that you offer to your clients, across all channels.

Every element of your business, from marketing to sales and service, should engage customers with a coherent and consistent digital engagement strategy. Think about your brand interaction in terms of a holistic experience, rather than a set of disparate interactions. This helps to make the customer journey more intimate and compelling.

For example, if your customers can seamlessly transition from a digital interaction on your website, to a human interaction through your contact centre, then this will help to boost your brand loyalty by delivering a satisfying and integrated customer experience.  One that is remembered and rewarded.

Likewise, if your business has a physical presence, then prospective customers who have visited your website may be automatically identified via their smartphone as they enter your store. This enables your sales team to approach them directly to discuss the products or services for which they have previously shown an interest.

The balance of power has clearly shifted towards today’s influential consumers who have immense control over where and when they choose to engage and make a purchase. In this environment, the most successful companies will be those that craft a rich and rewarding customer experience that weaves the human touch into every digital engagement.  Digital has quickly become a solution for all seasons.