In today’s customer contact market, “conversations” mean more than talking.
As studies find about one in three customers prefer online and chat contact channels, C3/CustomerContactChannels pioneered the delivery of “non-voice” solutions that take customer engagement to communication channels including FAQ, chat, social media outlets (i.e. blogs, forums, and social networks), email, and direct speech.
For years, C3 has been meeting the demand. Our Interactive Web Response™ proprietary self-service customer solution delivers a contextually relevant experience across online communication channels to drive sales and service for leading brands by combining pertinent customer and historical session data to deliver a consistent and seamless “FAN” brand experience.
Utilizing the Oracle Cloud Dynamic Agent Desktop Cloud Service for CRM, Chat and Email support, C3 delivers a unified, quality brand experience regardless of the channel used and consistent and efficient delivery of Experience Champions’ skills and capabilities – all across a unified interface.
Modern non-voice contact channels complement perfectly other traditional forms, including telephone contact (i.e., voice), the preference for new channels grows rapidly. Moreover, real-time operational reporting and on-demand data warehouse delivers long-term, advanced trend analysis and deep managerial insight.
As “conversations” are increasingly driven by keyboards rather than talking, C3/CustomerContactChannels delivery of “non-voice” solutions take customer engagement to all new communication channels.