SMC Consulting Supports Cocom in Brussels with EU Digital Covid Certificate

SMC Consulting implemented through N-Allo, a Freshworks’ helpdesk solution product called ‘Freshdesk’, an omnichannel customer support software, to handle questions and issues related to the EU Digital COVID Certificate. Examples of such issues include: missing or incorrect vaccination data of which the vaccinator needs to re-register or correct the vaccination details.

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ITSM Meetup Benelux

How do you cope with the transition from ITSM to ESM? What does the future of ITSM hold? Which skills and tools will be required to keep up with the changes happening? How can you leverage the current crisis and benefit from it? How can you turn this into business opportunities and boost employee engagement? These are just a few questions we will look into and explore. during the ITSM Meetup Benelux on Friday 10 December.

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How to Drive Customer Engagement

Here are some great statistics, compiled by SMC Consulting, on the state of customer engagement today.

The best ways to engage consumers are:
Surprise offers or gifts for being a customer (61%)
More convenient shopping process (50%)
Solving a problem or question (45%)
Recommending products based on needs (27%)
Keeping customers up to date on the latest news and products (23%)
Welcoming customers when they visit (20%)
Engaging customers on social media (9%)

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Customer Engagement: Why Social Media is the Best Option Right Now

Customer engagement has never been more important than it is right now. With so many stores having to temporarily close their doors, marketing efforts have had to move exclusively online.
Gone are the strategies focusing on traditional and print marketing—people aren’t going out enough to see them.
Social media has been a core content marketing platform for most businesses, regardless of their size. And in the current environment, these channels are becoming even more necessary.
From increasing website visits to building customer loyalty, social media offers a number of advantages when most marketing avenues are closed to businesses.
We share a few reasons why social media is the best customer engagement option for companies right now.

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US Credit Card company transforms CX with Messaging

This Finserv customer keeps CX at the front and center of their offering by employing over 8000 customer service agents located across the continental US and available 24×7. These agents handle queries phone and digital channels.

Their first foray into digital customer service was in 2006 when they launched live chat support on the website. Although live chat was well received by their customers, their Director of Digital Customer Service and team felt they could do even better.

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Messaging transforms financial services customer experience

The finserv industry is undergoing a radical shift driven by mounting regulations, changing business models, and razor-thin margins. And as if these challenges were not enough, the emergence of new-age FinTech companies like Apple Pay and Google Pay have disrupted the way consumers perform transactions, resulting in fickle customer loyalty. A study from Bain & Company reports US customers rank disruptors like PayPal nearly as high as banks for trust with their money. This has forced traditional institutions to rethink the way they do business.

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