Exalead Chases Customer Support
January 16, 2015
On Exalead’s blog in the post, “Build Customer Interaction For Tomorrow,” the company examines how startups, such as AirBnb, Uber, online banks, and others dedicated to services, have found success. The reason is they have made customer service a priority through the Internet and using applications that make customer service an easy experience. This allowed the startups to enter the oversaturated market and become viable competition.
They have been able to make customer service a priority, because they have eliminated the barriers that come between clients and the companies.
“First of all, they have to communicate with agility inside the company. When you have numerous colleagues, all specialized in a particular function, the silos have to break down. Nothing can be accomplished without efficient cooperation between teams. The aim: transform internal processes and then boost customer interaction.
Next, external communication, headed by the customer. Each firm has to know its clients in order to respond to their needs. The first step was to develop Big Data technologies. Today we have to go further: create a real 360° view of the customer by enriching data. It’s the only way to answer customer challenges, especially in the multi-channel era.”
The startups have changed the tired, old business model that has been used since the 1980s. The 1980s was solid for the shoulder pads and Aqua Net along with the arguably prosperous economy, but technology and customer relations have changed. Customers want to feel like they are not just another piece of information. They want to connect with a real person and have their problems resolved. New ways to organization information and harness data provide many solutions for customer service, but there are still industries that are forgetting to make the customer the priority.
Whitney Grace, January 16, 2015
Sponsored by ArnoldIT.com, developer of Augmentext
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