Tuesday, 30 May 2017 23:04

Customers don’t care about channels – Pyrios

Auckland, 1 June 2017 – Trans-Tasman technology specialist Pyrios wants to debunk the myth that brands are obliged to show up in every channel used by their customers.

The company argues channel coverage isn’t the point. What customers really care about is an integrated experience across all touch points.

Prompting their declaration is research from partner and customer experience platform provider Genesys.  Results from a survey of 160 clients indicate that a smaller number of tightly orchestrated channels is likely to improve customer satisfaction by 15%. On the flip side, adding more channels can do more harm than good when they fail to deliver a consistent experience to customers.

The findings are the basis of a guide titled Building the Business Case for Omnichannel Customer Experience.

The guide argues that the rapid rise of the web, mobile and social media is driving customer preference for self-service over multiple channels. And while most companies can support multiple channels today – including self-service – they typically manage them in silos, resulting in a fragmented customer experience, missed sales opportunities, and reduced operational efficiency.

pyrios

Get your free guide on Building the Business Case for Omnichannel Customer Experience to see what happens when customers can do their thing quickly through a continuous experience across all channels.

To download the guide click here.

Last year Pyrios inked a deal with cloud-based customer engagement specialist Interactive Intelligence – a company Genesys acquired in 2016 – bringing cloud contact centre services to the New Zealand and Australian markets.

Omnichannel – is a cross-channel business model that companies use to increase customer experience. Companies that use omnichannel say that customers value continuity of experience regardless of the channel they use to interact with that company.

About Pyrios

Pyrios is a communications technology specialist. We deliver a range of smart communications technology, consulting, integration and managed services to help our clients deliver brilliant customer engagement, every time. We provide services across Australia and New Zealand with offices in Auckland, Wellington, Melbourne, Sydney, Canberra and Perth.  Learn more at www.pyrios.com.   


For useful news and updates follow Pyrios on Twitter (@PyriosSocial) and LinkedIn.


About Genesys

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the centre of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in over 100 countries trust the industry’s #1 customer experience platform to orchestrate seamless omnichannel customer journeys and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognised by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. For more information www.genesys.com/anz.

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