What if that sensor triggered a case file in Apples Customer Relationship Management platform? What if that sensor automatically routed the case to a customer service agent and included all of your customer information and purchase histories? What if the agent had a contact center solution embedded into their Salesforce Service Cloud that included speech analytics? In this example, all these technologies work in tandem to create a scenario in which agents help customers before they even know there is a problem. Consequently, the brand prevents a disgruntled customer and buffers its reputation as a customer first company.
Key Takeaways:
- Imagine that your new iPhone suddenly develops a glitch. The screen freezes and the factory reset is not responding. It’s a frustrating scenario.
- The customer service agent could call and notify you that they have shipped a replacement and speech analytics could capture your sentiment.
- Consequently, the brand prevents a disgruntled customer and buffers its reputation as a customer first company.
“SaaS companies are about to unleash technologies that will permanently disrupt the way we do business.”
