Capture Ecommerce Trends For Improved Customer Service.
Contextual intelligence involves the practice of gleaning knowledge and status from real-life situations and patterns to use in order to accomplish a desired outcome. As this relates to today’s technologies, this is the art of mastering social media and online preferences in order to capture your clients’ attention for a specific purpose. Alas, the aspirations of mass media sales and advertising!
You know all those intelligently designed http cookies that are subtly tracking your online spending and viewing habits? Or those ads that magically appear alongside the webpage you’re viewing that seem to be, “exactly what you were looking for?” That is no mistake; rather intelligently designed patterns of algorithms customized to draw you in. Contextual intelligence utilizes your search habits, spending transactions and trends for future marketing purposes.
Omnichannel; another recent buzzword refers to a multichannel approach to sales that strives to provide customers with a seamless, customized experience via whatever method preferred whether it be on-line, mobile or in-store. The end goal is to attract all senses so to speak in efforts to draw your clients in for increased revenue. Contextual intelligence is the actual information gleaned from such interactions. Giving customers multiple options to obtain the same end goal is not unique to ecommerce only.
All industries now tickle each of our senses, prompting us to act and behave in the manner we feel most comfortable. It’s similar to software developers providing multiple means to implement any one task. We have drop down menus, toolbars, keyboard short-cut commands, touch screens, mousepads, etc. all at our fingertips. Educators offer in-class studies, on-line courses, home-schooling, college prep and more in efforts to meet the individualized needs of each student. The idea is to compassionately and strategically market to the masses via multiple mediums so that no user or purchaser in the case of ecommerce, slips through the cracks. Omnichannel marketing targets just that; a one size fits all concept even though the transport model may appear a little different for each.
Extracting Contextual Intelligence From Every Interaction is Vital!
Why not optimize this very same business model when constructing your organization’s contact center? Businesses today have the availability of customer information like never before. We can view GPS location, browsing histories, shopping patterns and more all from multiple devices.
Contextual communication empowers you to more thoroughly understand customer requests along with peripheral interests via mobile devices, retail ecommerce, chatboxes and social media. Keying into that pivotal information allows customer service agents to expand upon your clients’ initial needs while potentially offering additional products and services that your customers may not have even been aware of. Agents can now proactively engage in interactions that lead to upselling, cross selling and future revenue.
With Contextual Intelligence, You Can Design A Proactive Contact Center To:
- Leverage Customer Data For An Improved Customer Experience
- Customize How And When You Interact With Clients Based Upon Their Preferences
- Assign Correct Talents And Resources For Specific Customer Requests
- Provide Suggestive Selling & Cross Selling For Increased Revenue
- Predict Future Buying Habits And Requests
With TRI-TEC’s robust contact center solutions you gain greater control of employee and customer interactions. Utilizing contextual intelligence by deploying a cloud workforce management (WFM) solution provides real-time help with unified systems and collaboration. TRI-TEC is a leading communications provider and understands the intricacies of establishing an effective contact center solution.
Established in 1990 with a focus on customer service TRI-TEC provides communications, network, Cloud and hybrid solutions to thousands of satisfied customers. Whether you are deploying a new enterprise-wide business phone system, network, Cloud platform or adding applications and new technologies to your existing infrastructure; we take the time to educate you and provide solid recommendations. TRI-TEC remains the Greater Seattle Area’s leading on-premises, Cloud and hybrid solutions provider.
