Скачать или смотреть Anywhere experience engagement for Customers

Rohit Agarwal - product manager at Freshworks discusses the anywhere experience of millions of users on different social apps. Customers want to talk to businesses on the media that they use. The business has to manage all of these social media for connecting with their customer. Rohit discusses:

• Each channel should deliver the same experience instead of a different experience.
• Conversations should not have to be repeated on the different apps. The context-based on the customer has to be maintained across social channels.
• The organization needs to respond quickly especially to negative responses because they can go viral and affect company reputation.
• Customer experiences need to be specific and timely, and accurate. Businesses treat each social interaction as a silo, the customer sees organization different for each medium.
• How to be careful of customer delight focus when the customer only wants to be serviced.
Customers should not have to navigate organization support structures to find answers they just want the outcome. Freshworks allows all channels to come into the same workflow for the customer. The customer record in Freshservice is omnichannel enabled.