In the 1960s, an invention was created that allowed women to hang a dress behind a mirror and then step in front of it, where the reflection would show the woman wearing the dress without having tried it on. This is just one example of how people have been trying to connect two previously disparate worlds. Even more than 50 years ago, companies were trying to connect the physical with the digital. Today, that concept hasn’t changed; however, the technology for making that connection has vastly improved, and call centers are steeped in the process.
For example, now envision that customer’s daughter holding up a dress in front of a store mirror. She pushes a mobile app button on her smartphone and a woman appears. “Hi Sally, what can I do for you today?”
“Hi Mary, see this dress I’m holding? I don’t like the V neck, I was hoping for something with more of a scoop, but I love the open back and the vibrant blue color. Do you have anything else that might be closer to what I’m looking for?”
This is what a typical customer service call will look like in the near future: completely customized and fine-tuned to the individual purchasing experience. Today, leaders in all sectors – from retail to financial services to automotive to healthcare – are utilizing call center applications including mobile apps, texting, audio and video chat to perform services for their customers that no one else can.
Consider this scenario: Pharmacies are installing blood pressure cuffs at which customers can sit and take their own blood pressure. Imagine if that machine was connected to a call center: “Hi Ted. I see your blood pressure is a little high today. Perhaps you should see your doctor. Would you like me to make an appointment for you?” After making the appointment, the agent texts the date and time to the customer, then texts today’s blood pressure count to the doctor.
Like these examples, call center applications, fueled by robust data, are moving beyond simply answering calls and questions to predicting needs and providing proactive life management.
With state-of-the-art call center applications, you can offer your customers the best of both the digital and physical world in one holistic relationship.
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