Playing an integral role in the healthcare industry in the Kingdom of Saudi Arabia since its foundation in 1964, Salehiya now finds itself in the enviable position as the, #1 medical wholesale supplier, on the local market. 50+ years of experience and a mission to make every experience as personal as possible has paid off, but there’s always room for improvement in customer service. Eager to embrace new challenges and opportunities, Salehiya wanted to elevate the customer experience and raise the bar even higher. , Challenge: Searching for a customer experience cure , “We needed to improve customer service and streamline business processes,” explains Bandar Al-Otaibi, Information Technology and Digital Transformation Director at Salehiya. “We recognized that our contact center processes were decentralized, and communication channels were disparate - the customer experience wasn’t unified, and customer care was suffering.” It was important for Salehiya to find…, Solution: Delivering a healthy cloud contact center solution, Always on a mission to keep things simple, Sinch jumped at the chance to recommend Contact Pro – the all-in-one omnichannel contact center solution which complied perfectly with the already up-and-running cloud infrastructure at Salehiya. Gold-standard customer service regardless of channel – phone, email, chat, video, SMS, messaging app, you name it; Contact Pro gives customers the unified…, Results: Enjoying the recovery process , Salehiya is now reaping the benefits of being one of the first cloud-based contact center to go live in the Kingdom of Saudi Arabia. Al-Otaibi explains, “Contact Pro helps our service agents save time while dealing with requests. We have seen a 3 to 1 reduction in the number of systems and screens used, which has reduced the average call time by more than 5 minutes.” “It significantly improves…, Salehiya now spend 32% less time on calls, freeing them up to handle 25% more calls, resulting in a 4% increase in revenue!
Type: Customer Story
Let’s face it, adapting your customer experience (CX) to the ever-changing expectations of today’s consumers is no easy task. Why is a CX transformation so difficult? Well, in addition to the challenge of hitting a moving target, great customer experiences are the result of unique engagements that both satisfy customer needs and add value, at different points in the customer life cycle. New…, What is customer experience transformation?, CX transformation is a comprehensive process that looks at your business’s culture, operations, and talent to spotlight ways that you can alter your practices to center and improve the customer experience. Every business experiences customer service hiccups that deliver important lessons. Harnessing and turning those lessons into knowledge and actionable plans are the core of a CX transformation…, strategy, and, vision, , which has to be centered around customer needs The, operations, that propel the company forward by encouraging collaboration and growth The, technology, that underlies the brand’s capabilities and affects how it engages with its customers and employees The, talent, that buys into the strategy and vision and uses tech to implement new processes for operations You can’t accomplish a shift in CX mindset if you neglect a pillar because each relies on the others for success. Your talent uses tech both to collaborate and to engage with your customer base , driving business operations forward so that the vision and strategy can come together., How can transforming the customer experience help businesses?, Picturing a successful customer experience shift is the easy part. Figuring out how to transform your customer experience is another story - it’s by no means impossible, but it takes effort on everyone’s part to truly succeed. When it does succeed, the CX benefits are worth their weight in gold. Through a CX transformation, your business can recoup inactive customers and reduce active customer…, Reduce customer churn, It’s no secret that CX and customer loyalty go hand-in-hand. Customers are more likely to stick around when they trust you to care for their needs and make things convenient. A successful transformation can reduce churn and keep customers coming back for more. This means focusing more on acute customer needs, like how they want to communicate with your business , where and when they want to do so…, Increase average customer spend, Less churn means more customers sticking around for longer, which means a higher customer lifetime value (CLV). In fact, on an individual basis, customers who report positive experiences might, spend 140% more, than those who have negative experiences. But don’t just trust the CX statistics , measure that impact for yourself. Churn and CLV are two main indicators for customer engagement that help to measure the impact of your CX overhaul. A key way to measure these indicators is with CPaaS technology that uses agile reporting tools powered by real-time analytics to create a clear picture of your…, Bring in more referrals, The last benefit to a CX reinvention is the one that drives the biggest ROI. If customers understand that your CX benefits them personally , they’re more likely to recommend your business to others - their friends, relatives, colleagues, and more. However, the opposite is just as true. If customers notice that CX isn’t a priority for you or that you’re not targeting their actual needs, they’ll…, 4 tips to future-proof CX transformation (with examples), As you gear up to overhaul your customer experience, keep these tips in mind for a sure shot at success., 1. Use chatbots to make customers happy, A huge portion of your customer engagement probably comes from customer service interactions. Improving those interactions is fairly simple with the right tools . Going conversational with artificial intelligence (AI) may sound complicated, but it's not. Let chatbots handle the basics and free up your live agents to deal with more complex issues. You'll save a lot of time and money while…, 94% of all tickets, being automated and a smile-inducing, 91% satisfaction rate, . Not to mention this automation saved iFood, 70% of their service costs, . Convinced yet?, 2. Turn conversations into conversions, What’s the difference between a conversation and a conversion? Two letters - and a bit of personalized, automated outreach. If you’re not yet using conversational messaging for marketing and lead generation, it’s time to start thinking 2-way. Engage customers and prospects (or recruits) through interactive messaging conversations on the channels they want, when they want. Nissan took this…, 470% engagement increase, in select campaigns - all while using their existing CRM. , 3. Personalize to improve every interaction, Sometimes customers need just a little push to finish that purchase. Use the power of personalization to give them that push in a friendly way. Using rich media features , you can increase engagement and make each transaction smoother. Macif wasn’t seeing the returns they wanted through traditional customer service channels like email and SMS. They partnered with Sinch to revitalize their efforts…, double, compared with SMS and, triple, compared to email., 4. Use AI to transform operations from the inside out, Want to increase customer service efficiency by easing 20% of the current inbound load? That’s exactly what Argenta Bank did, using conversational AI to automate handling thousands of messages. By implementing a chatbot named Charlie to answer inbound questions, Argenta helped ease the burden on their overworked agents. Those agents then had the freedom to pivot to more complicated customer…, Become a customer experience leader with the right CPaaS partner, As communication channels evolve, customer preferences change. Whether you’re managing a customer experience transformation in banking, health care, financial services, or any other industry, the right CPaaS provider will make it easy to adjust and optimize your customer engagement strategy . With CPaaS, you can also adapt your CX to disruptions in the market as quickly as they happen.
Type: Blog Article
With a potential recession on the horizon, many businesses are chasing efficiencies and focusing on their core business objectives to reduce costs and stay afloat. For IT departments, this means cutting non-essential and ineffective tools, consolidating their tech stack, and focusing on technology with proven ROI. Recent years have shed light on the crucial role of cloud-based customer…, Why tech spending seems immune to the economic slowdown, As recent years have shown, embracing the right tech in times of crisis can help your business power through it and set it up for future success. While consumer spending has been hit hard by the inflation in recent months, tech spending keeps going strong despite the economic slowdown. Gartner’s recent forecasts predict that worldwide IT spending is expected to reach $4.5 trillion in 2023 —…, 3 ways cloud communications can help make your business recession-proof , , What are cloud communications?, , Cloud communications, as the name suggests, refers to communications technology that’s hosted in the cloud, meaning it uses an internet connection to send and receive data and enable communication with customers or employees. It allows businesses to add real-time communications features like voice, video, messaging, email, and more to their workflows without having to manage their own…, 1. Reduce costs by updating and streamlining your communications stack , Updating legacy communications systems can be a smart cost-saving investment during a recession, because these tools can be costly and complex to evolve and often lack the features needed to keep up with changing business and customer needs. Cloud communications solutions like CPaaS eliminate the need for businesses to build and maintain their own communications infrastructure, saving them…, 2. Meet evolving customer needs with flexible, scalable solutions , In addition to cost-effectiveness, cloud communications solutions give businesses the flexibility and scalability they need to adapt to ever-evolving customer demands. Being able to manage your communications in an agile way to meet customers on their own terms is key in securing lasting relationships and growth — because brands that prioritize customer experience will be better positioned to…, 3. Empower your teams and optimize internal efficiency , Businesses are always looking for ways to improve operational efficiency, but in times of economic uncertainty, doing more with less simply becomes vital. From employee collaboration tools to contact centers , AI, and automation , technology is key in making the workplace more productive. With the right tools in place, businesses can build custom solutions to fit their specific needs and make…, In times of economic slowdown, focus on customer-centric technology , Regularly re-assessing your tech stack is a smart move in any situation, but it’s particularly crucial when faced with economic uncertainty, as it can help make your organization more efficient and cost-effective. But investing in technology isn’t just about reducing costs and upping productivity to navigate a potential recession. It's about setting your business up for long-term success —…
Type: Blog Article