Today’s customers are savvy, opinionated, and empowered. They demand a service experience which is tailored to their preferences and history.

1. Infinity Contact Inc.
www.InfinityContact.com
Customers Demand Multi Channel
Customer Service

2. Customers Demand Multi Channel Customer Service
Today’s customers are savvy, opinionated, and empowered.
They demand a service experience which is tailored to their
preferences and history.
Customers are more sophisticated today than ever before. They
expect much from the companies from which they do business,
including customer service. Customer service is going through a
revolution to match the demands of a customer experience
world. Today’s best service companies use sophisticated
technology, customer analytics, and business intelligence to
provide the best customer experience.

3. Customers Demand Multi Channel Customer Service
(Continued...)
The customer services market is going through notable changes
as a result of the different ways companies and consumers are now
communicating with one another. Newer capabilities addressing
these changes include: Customer Analytics and Multichannel
Customer Services.
Customer analytics is the practice of analyzing customer data to
find patterns, behaviors, and insights. customer analytics includes
predictive modeling, data visualization, information management
and segmentation.
Multichannel customer services serves customers with all the
options for how they would like to communicate with a company.
Multichannel customer service is all about creating a seamless
experience to the customer, regardless of which channel they
choose to use.

4. Why is multichannel customer service important?
Multichannel combines with customer analytics to provide a single
customer view. For companies, this offers the benefit of being able to
provide service to individual customers far more efficiently, as well as
the data and insight to improve communications, sales, and service
operations. Most important of all, since the customer can be provided
with a higher level of service, it can lead to an increase in customer
satisfaction loyalty and advocacy.
When prices and products are often very similar between
competitors, then customer experience is one way to differentiate
your brand from its rivals. Customer service makes people talk about
a brand. Customers will become advocates, recommending a
company to friends and colleagues purely on the basis of receiving
professional service.
Customer advocacy is ultra-important in our socially connected
digital age.

5. Ultimately, poor customer service hurts companies in two ways: in
lost business due to losing disillusioned customers, and in the bad
PR and negative goodwill generated by unsatisfied customers.
“Customer analytics and personalized customer service
experiences used to be reserved once for enterprise Fortune 500
but today these capabilities are easy to use, appropriately priced
and a significant priority," - Stephen Griggs, Infinity Contact COO.

6. The Benefits of Connecting Customer Analytics and
Multichannel Customer Service
1. Build rich customer profiles by capturing data across all
customer touch points.
2. Arm your teams with the insights and information via analytics to
increase performance success.
3. Target your most profitable prospects and customers through
their preferred communication preferences.
4. Deliver outstanding customer experiences across all channels.
5. Use analytics to uncover new opportunities.

7. Are you leveraging multichannel capabilities?
Technology is rapidly changing the ways that customers interact
with their favorite brands. To attract and retain customers, it is now
essential to provide integrated multichannel customer support. The
proliferation of new channels also yield an unprecedented amount
of data that Infinity can help your enterprise can use to predict
customer preferences and problem areas. Technology (cloud,
social, mobile, multiple channels across chat, instant message,
IVR messaging, and the web) are transforming customer service.
In fact, by year end 2014 40 percent of the market for campaign
management budget will be spent on customer service, analytics,
and social according to Gartner.

8. Are you leveraging analytics?
Analytics are the key to understanding customer behaviors,
patterns, and demands.
More than half the battle is acquiring and maintaining quality
customer data. It is important to build a customer database
repository that allows to effectively utilize unique attributes to
segment buyers. Using segmentation you can:
- Build personalized campaigns
- Embed business rules engine to support agents to proscribe the
right offers to the right customers at the right time in the right way.
- Enable agents to market complex product and service offerings

9. Want to learn more? Visit
http://www.infinitycontact.com/RevenueLeadershipSystem/
The Business Driver of Customer Analytics Utilization Reason
Augment customer service, customer care 71%
Respond to customer needs in a timely fashion 45%
Point of sale response time via multiple channels 42%
To support customer self service 21%
To improve efficiencies (margins, costs) 21%
To increase revenues 20%
To share information, educate 17%
“The perfect opportunity to create operational
efficiencies while supporting your customer’s
self-service initiatives.”
– Tom Leidigh, Infinity Contact Founder and 30 year
customer service industry veteran.

10. Thank You !
ADDRESS :- Infinity Contact, Inc.
4700 Tama Street SE
Cedar Rapids IA, 52403
Toll Free Phone: (800) 341-0802
Local Phone: (319) 378-1400
www.InfinityContact.com