Insight from Parham Saebi, Head of Client Relations, CRM Solutions, Arvato UK & Ireland has been featured online with Direct Commerce. The article discusses how brands must deliver an omni-channel customer experience to meet the evolving demands of time poor, digitally savvy consumers.
Parham explains that such an approach has been successfully delivered with a premium automotive brand. In addition to telephony, email and letters, Arvato has implemented web-chat and social media support to open up new channels and improve the client’s engagement with customers.
Nearly two thirds of all new car sale leads now come through digital channels and the brand has observed significant uplifts in customer satisfaction, which reached nearly 90 per cent in 2015.
Parham commented: “A true omni-channel model can be achieved by creating contact centres where traditional channels sit alongside web chat, social and video. This provides customers with a contact option whichever channels they choose, as well as seamless transition across the channels.”
“By working closely with our partner, we’ve built a relationship that can effectively evolve to meet new challenges and increasing customer expectations and deliver an efficient, bespoke omni-channel solution that provides outstanding customer experience.”