customer experience interactions - what’s at the top of your list?

Customer Experience Interactions - What’s at the top of your list?

Customer Exper ience Interact ions 2

Your customer’s experiences are measured by the quality of interactions they have with your business, products and services. With the right technology and policies in place, a business can create a safe and appropriate environment that blends customers and employee resources.

Some businesses struggle to connect the dots between external factors (things we don’t have control over) and the internal daily operations and processes (things we do have control over).


According to one study 86% of customers quit doing business with a brand because of a bad customer experience.* On the flip side, a 5% increase in customer retention produces more than 25% increase in profit.**

* (Harris Interactive 2010)** Brain & Company – ‘Prescription for Cutting Costs’)


We all know old habits die hard, but with the adoption of simple procedures, your business has the potential to beef up its customer experience. The best improvement strategy begins with having the right software tools in place that leverage experience into not only retention but also lower operating costs, increased sales and faster growth.

Here are the Top 5 Business Pain Points in customer experience interactions that your business should look into.


“Providing a personalised customer

service experience is expensive and difficult.

We truly believe that it is important for our employees to get to

know our customers, it is an investment into

future business.”

Pain Point 1 Pain Point 2 Pain Point 3 Pain Point 4 Pain Point 5

“One of the biggest obstacles to going

digital are concerns about data loss.

In the current digital society, our customers and employees must

have secure access from their mobile

devices to data without fear of the data being

corrupted or lost.”

“Customers do not like lengthy and multiple

forms. We need to make it easy for new

customers to sign up, while being able to assure them that

information security is a priority.”

“As the company grows, so is the risk

of data breaches involving customer

information and financial reports. Streamlining risk

management policies that can adapt to the changing of the times

is crucial.”

“With the advent of social media, customers seek

instant responses to customer queries. We are looking for ways

to streamline our business, so that we can maintain

excellent customer service without

putting a strain on our internal operations. ”


“Providing a personalised customer service experience

is expensive and difficult. We truly believe that it is important for our

employees to get to know our customers, it is an investment into

future business.”

Pain Point 1 Solution 1

Many businesses use CRMs to make customer information accessible to their entire team.

Everyone on your team can instantly retrieve client conversations, purchase history, and other personalised information to improve the quality,

responsiveness and personalised approach of each customer interaction. With this approach,

businesses are able to tailor their offerings based on a collection of data and build

a business case for future purchases.


“One of the biggest obstacles to going digital are concerns

about data loss. In the current digital society, our customers and employees must have secure access

from their mobile devices to data without fear of the data

being corrupted or lost.”

Today’s workspace includes many resources that aid in productivity and efficiency. Technologies like

cloud infrastructure and mobile apps change the way we store, share, and receive data. Customers

expect these to provide consistent and highly secure access to intellectual property, stored

documents, and internal websites with sufficient bandwidth, storage, and processing power to

accomplish tasks quickly and effectively.



“Customers do not like lengthy and multiple forms. We need to make it easy for new customers to sign up, while being able to assure

them that information security is a priority.”

An automated document workflow will help eliminate paper-based tasks. Automation enables

you to offer better-quality services because it gives you more time and makes it easier to

customise each step, showing your customers the added value in what you are offering them.



“As the company grows, so is the risk of data

breaches involving customer information and financial reports. Streamlining risk

management policies that can adapt to the changing of

the times is crucial.”

Even if you take every precaution, there are many ways information can land in another

individual’s management systems, where it can be vulnerable. The best way to secure vital data is to understand what is sensitive, set rules for

handling it, implement technical controls to ensure it is actually handled properly,

and educate your staff about their role in keeping it safe.



“With the advent of social media, customers seek

instant responses to customer queries. We are looking

for ways to streamline our business so that we can

maintain excellent customer service without putting a strain on our internal

operations. ”

Customers have the need for speed. They want their questions answered and their problems solved as quickly as possible. Identify the top

reasons your customers are reaching out and make it easy for them to find the solutions. For example,

tools like FAQs and online discussion forums provide online support to customers at all hours without

requiring any direct interaction.



Customer interactions can and will define your company in the digital age. Meeting each customer on a personal level and making every interaction with your company simple and timely could make or break a sale or a relationship. This entails an internal shift which includes securing customer information, preventing data corruption, and streamlining risk management policies — all towards adapting to the rapid changes of the time. With the right software tools upholding a well-thought out policy, your business growth and success in the digital age is definitely in the cards.


Smart Work Gateway

Smart Work Gateway (SWG) is a new way of working. It changes how you manage your workplace and helps you re-imagine your operations and streamline your communications, setting a new benchmark in usability.

With SWG, you can boost flexibility, remove barriers, and give yourself the freedom to organise how you wish to work. Change how you plug in, sign on and connect to your workplace from any location you choose. Free up your time, be productive and spend your time on work that is meaningful to you. Importantly, in today’s world, SWG allows you to achieve this while adhering with compliance and security policies. Simply put, it is an employee and customer-centric approach to change the environment you work in.

customer experience interactions - what’s at the top of your list?

Technology