In the digital age, customers want to communicate with businesses in a variety of ways – by telephone, using mobile devices and apps, via web portals, or quite traditionally over the counter. But they always expect personal and expert support. The diversity of communication channels and the high expectations imposed upon the quality of service make managing customer relationships complex.
In order to make it possible to record all interactions and provide access to all information at any time under one roof, specialised software solutions have become indispensable.
Systems for Customer Relationship Management (CRM), customer interaction and insight, Customer Experience Management and Unified Communications enable intelligent management of customer relationships and ensure maximum quality of service. They help improve the process of making first contact with a customer by means of customer potential analyses, increase customer loyalty and also help to improve profitability, better understand behaviour and needs, and optimise processes.
Swisscom helps businesses with an extensive range of services – including consulting – as well as products to make their customer service more effective and their customer relationships more profitable.