Category Archives: Uncategorized

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%

By | Pledge 1%, Uncategorized | No Comments

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

By | Uncategorized | No Comments

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.