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Make Service Easy: Deliver Frictionless Customer Experiences
MAKE SERVICE EASYDELIVER FRICTIONLESS CUSTOMER EXPERIENCES WITH A CUSTOMER ENGAGEMENT PLATFORM
A customer engagement platform makes it possible to deliver the frictionless experiences
they expect by connecting your customer data, systems, and service channels.
BUILD A FOUNDATION FOR FUTURE SUCCESS
MAKING EACH INTERACTION EFFORTLESS FOR YOUR CUSTOMERS
ENABLES YOU TO CULTIVATE DEEPER RELATIONSHIPS.
can decrease by
have said they would repurchase
due to a low-effort experience
(compared to 4% who said they
would repurchase given a
United States adults spent 34 hours
monthly, on average, using mobile
Internet, versus 27 hours on PCs.
67% of consumers personally
seek service knowledge online.
64% of smartphone owners
shop on their devices online.
say family/friend advice
is most persuasive when
looking for information
about new products.
43% are much more likely to
buy new products discovered
on social media.
are unable to efficiently resolve customer
issues due to disconnected systems,
archaic user interfaces, and multiple
when companies strategically
sequence an option within a range of
SOURCES: The Effortless Experience (CEB), Qualcomm.com, Ljs.com, Edigitalresearch.com, Mckinsey.com, Forrester.com, Telefaction.com, Bain.com, Gartner.com,
Executiveboard.com, Luxuryinstitute.com, Digby.com, Blog.vpi-corp.com, Leading on the Edge of Chaos: The 10 Critical Elements for Success in Volatile Times
ADAPT TO A NEW CUSTOMER LANDSCAPE
COMMUNICATE AND FOSTER RELATIONSHIPS
Nurture the relationship continuously with your customers at each stage of the experience
lifecycle, or they’ll leave you for another company that will.
Customers evaluate and engage with a company in 5 stages of the customer experience lifecycle.
Given the way mobile and social are changing customer behaviors across the lifecycle, you must
evaluate the way you engage with them at each stage.
A customer engagement platform will help you meet your customers' demands at each
stage of the customer lifecycle. Make delivering service effortless for your agents and
provide effortless service experiences for your customers by connecting your back-end
systems, customer data, service agents, and customers on a single platform built for a
social, mobile, and connected world.
FRICTIONLESS, PERSONALIZED SERVICE FOR YOUR CUSTOMERS—24/7, ON
EVERY CHANNEL, AND ON EVERY DEVICE—IS ALREADY HAPPENING.
A 5% increase in customer retention
can increase a company's
profitability by 75%.
following a poor
Companies that prioritize
customer experience generate
profits than their competitors.
DECREASES BY 55%
94% OF CUSTOMERS 42% OF SERVICE AGENTS
Connect and empower your workforce with a customer engagement platform to drive customer
satisfaction, improve Net Promoter Score, and reduce support costs. Discover how Salesforce Service
Cloud can streamline your operations and transform service from a cost center to an opportunity center.
Today’s customers want service on
every channel and every device—
anytime, anywhere. And they want their
service experience with your company
to be one thing: EFFORTLESS
of customers feel more
disloyal to companies that
create high-effort experiences.
HOW HAS YOUR COMPANY ADAPTED TO THESE CHANGES IN CUSTOMER BEHAVIOR?
of unhappy customers never
complain—91% simply leave
and never come back.
of buying experiences are
based on how customers
feel they are treated.
400% 60% HIGHER
It takes 12 positive experiences
to make up for 1 unresolved
ALLOW FOR EFFORTLESS AND CONNECTED INTERACTIONS
ACROSS ALL CUSTOMER TOUCH POINTS.
DELIVER A SEAMLESS EXPERIENCE, PROVIDING A SINGLE VIEW
OF CUSTOMERS’ INTERACTION HISTORY IN ONE PLACE.
MANAGE POST-PURCHASE ENGAGEMENT AND RETENTION BY
LEVERAGING DATA INSIGHTS TO IDENTIFY NEXT-BEST SERVICE
ACTIONS, NEXT-BEST OFFERS, AND RETENTION RISKS.
5 billion people will use
smartphones by 2017.
47% of smartphone owners rely
on their phones to learn more
product information, and 36%
read retail websites’ product
reviews on their phones.
SHOPPING, AND BUYING2
AWARENESS OF PRODUCTS,
SERVICES, AND BRANDS1
BRAND ADVOCACY CHOICES BASED
ON INITIAL PURCHASING EXPERIENCES3
ENGAGEMENT AND RETENTION5