‘Customer service is not a cost center anymore’

Sanjay Pai, Managing Director – India, Genesys

The first thing that organizations need to understand is that customer service is not a cost center anymore. Over time, customers have started expecting the same quality and speed from service providers across the market. With increased penetration of internet and smartphones, technology companies are constantly working on disrupting through better customer experience. As per MarketsAndMarkets, the global customer experience management (CEM) market is estimated to grow from USD 5.06 Billion in 2016 to USD 13.18 Billion by 2021, at a CAGR of 21.1%.

India being an important market, providing an exceptional service is the key part of people’s overall experience. A BCG report titled The New Indian: The Many Facets of a Changing Consumer has found that about 70% of customers who have access to the internet go online to make informed purchase decisions. Though this number is varying among categories of products and services, it is on the rise everywhere. Brands are constantly partnering with various companies for better and improved customer service. According to a Global Forecast to 2020 by Touch Points, IT communication service providers, telecommunication service providers; banking, financial services and insurance; and consumer goods and retail markets provide huge opportunities for global customer experience management.

Businesses don’t see it is as just selling products anymore; rather, they believe in building a relationship with customers. Through constant engagement, customers get extra value with the services and are ensured the best experience, while boosting loyalty simultaneously.

Innovation is the key here. Businesses need to constantly think of newer ways to approach the experience factor for their customers. It is the bridge between how things were done and how it can be improvised. At Genesys, we work on designing and delivering consistent customer experiences at every touch point for brands across all channels.

Genesys supports personalized experience through innovative customer services like:

a)      Genesys Customer Advocacy Program:

With this advocacy program, we have built a community to promote successful CX initiatives. This forum highlights what is best for customers and has discussions on various customer-focused marketing techniques that can be implemented.

b)      Business Consulting:

Every business looks at differentiated strategies to influence customer experience. Genesys helps these companies to power exceptional experiences through tailor-made strategies that match their business requirements.

c)       Professional Services:

Today’s customers are more well-informed than ever. They look for immediate results to save time. Genesys addresses this with rapid deployment, optimization, and multi-vendor integration.

d)      Genesys Support & Care:

Exceptional customer service can be achieved by addressing them in real-time. Through this service, we give access to superior support for on-premises, hybrid, and cloud Genesys deployments globally.

e)      Genesys University:

To deliver unique customer service, it is important to have a sufficient number of properly trained employees. Our comprehensive curriculum provides these agents with various tools to deliver remarkable customer experience which will help increase the service level automatically.