Contact centres - 2nd video: Customer Experience

Why should we be concerned with enhancing the customer experience? It's simple. A positive experience leads to repeat purchases. In contrast, a negative experience makes a customer willing to switch brands immediately, even if they preferred the brand before. Therefore, companies should try to meet customers and communicate with them through the communication channels that the customer prefers.
The deployment of artificial intelligence is also appropriate, but be careful here to deploy it where it is appropriate. If the customer does not receive the required information from AI, then effective communication with the back office i.e. a live operator should be deployed immediately. What cloud communication platform can help - more in the video.
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