Gaye Watanabe 270002ME82 GWATANABE@US.IBM.COM Tags:  cmod start management offerings on demand mulitplatforms content service quick 68 Visits
Neil Parrott 270000X1HX firstname.lastname@example.org Tags:  service ondemand customer cm csr content cmod manager 1,275 Visits
We have all experienced bad or indifferent customer service. Immediate reactions may include frustration and anger. This may be followed by a focused effort to seek out an alternative product or service provider.
But, the longer term repercussions may be much more serious for an organization. Customers may share their bad experiences with colleagues and friends. Truly awful experiences may result in derogatory blog posts and social media broadasts accessible to anyone with an internet connection.
The flip side is that good customer service can benefit an organization like never before. As this Time – Business and Money article states “We live in an age where a business can thrive or die based on how it understands and approaches customer engagement”. Customer Service, the stakes have never been higher.
I encourage you to read this post by David Jenness which discusses how happy employees can improve customer service. Plus, details about Information On Demand (IOD) conference tracks that will discuss how IBM Content Manager OnDemand is being used to Optimize Customer Communications and Self-Service.
Deepthi Nagarajan 270005NCRR DEEPTNAG@IN.IBM.COM Tags:  smartercommerce cmod deepthi service customer 1,178 Visits
Deepthi Nagarajan, Category Marketing Manager - Document Imaging and Capture, IBM
Who is your customer? - One who receives your product/service and has the ability to choose between you and your competitor’s products or services. Is the customer’s expectation same now and 10 years ago? The answer is definitely a “NO” as there is a dramatic shift in the market place which has changed the expectations of a customer. Mobile, Social and Digital technologies are changing not just the way that our customers interact with us, but they are changing business models and the global commerce landscape.
Thanks to the proliferation of smartphones. We have more than a billion users worldwide. It has not only made the world interconnected, but also changed the way companies engage with its customer. In the Post PC era, your customers have a question about something - no matter where or when - they are looking for immediate answers. “Real time” delivery of service has become a norm and not a choice for companies today. If you can’t respond in real time to a customer’s request – quickly and accurately – you will lose business as customers form opinions every time they interact with an organization.
A research by Gartner shows that,
• 89% of people would discontinue their business with a company after a negative customer service experience
• 86% of consumers would pay more for a better customer experience
• 73% of consumers would expand their purchases with a merchant by 10% or more if the merchant delivered a superior customer experience
• 56 % want increased self-service capabilities (IBM Consumer Study 2012)
Each one of us is a “customer” in our everyday lives and we expect exceptional service with every entity we interact with. Customer to your bank, your telephone or network provider and the list goes on. How many times we would want the ability to view our account statements, telephone bills and credit card bills online without having a frustrating experience with a customer service executive of the company? Almost always. Each call you make to a customer service help desk for a problem is not only time consuming but also frustrating as they do not see the same copy of the bill that you are referring and calling for a clarification. Making them understand your problem and seeking help can be a challenging situation and we all have faced it.
So are you providing the service that your customers expect from you? Are you set up to deliver a real time customer service? Are you prepared to let your customers have self-service access to their account data and invoices?
If yes, IBM Content Manager On Demand is the solution for you to deliver a customer response in real time. Content Manager OnDemand embraces these concepts and enables your organization to meet these requirements while saving costs associated with print, fulfillment and retention of critical transaction documents. Explore use cases which align with consumer, banking, finance, insurance and other industries which leverage this solution to engage with consumers, including you, on a daily basis.
Come and attend this session to know more about CMOD and how you can increase the online exposure to build a deeper engagement with your customer.
Register here for this session (Session id: 3576) at IBM Smarter Commerce Global Summit, 2013
3576: Optimizing Self-Service and Customer Communications with Content Manager OnDemand
Program: Smarter Commerce Service Track
Speakers: Thom Garcia, IBM
Get ready to serve the empowered customer.