Welcome to SMC Consulting's customer engagement resource center, where we share proven strategies and practical insights for building meaningful, lasting relationships with your customers. In today's competitive business landscape, exceptional customer engagement isn't just nice to have—it's essenti…
14 articles
À l'ère du numérique, les entreprises cherchent constamment à optimiser leurs opérations tout en réduisant les coûts. L'un des domaines où cette optimisation peut avoir un impact significatif est la téléphonie d'entreprise. La téléphonie traditionnelle, souvent coûteuse et rigide, cède progressivement sa place à la téléphonie IP, également connue sous le nom de VoIP (Voice…
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Découvrez la puissance d'un outil de ticketing et comment il peut faire toute la différence pour assurer la satisfaction des clients et le succès de l'entreprise. Avec SMC Consulting comme partenaire, explorez les bases des outils de ticketing, leurs principales fonctionnalités, avantages, et comment choisir le bon pour votre entreprise. Découvrez Freshdesk, une solution de premier plan de Freshworks, et son efficacité dans la gestion des demandes et problèmes des clients. Découvrez comment les outils de ticketing révolutionnent la gestion du support, entraînant une efficacité opérationnelle accrue, une meilleure organisation et, finalement, une satisfaction accrue des clients. Améliorez la performance de votre entreprise avec le bon outil de ticketing dès aujourd'hui !
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Dans le paysage commercial actuel, où la concurrence est féroce et les attentes des clients sont en constante évolution, l'engagement client est devenu un facteur clé de succès. Les entreprises qui réussissent à établir des relations solides et durables avec leur clientèle bénéficient non seulement d'une fidélité accrue, mais aussi d'un avantage concurrentiel significatif. Dans…
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Importance de l'automatisation du service client L'automatisation du service client est une stratégie cruciale pour les entreprises qui cherchent à optimiser leur efficacité opérationnelle tout en améliorant l'expérience utilisateur. En intégrant des solutions technologiques avancées, les entreprises peuvent répondre plus rapidement et plus précisément aux besoins de la clientèle, ce qui est essentiel dans un…
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MoEngage, a leading Insights-led Customer Engagement platform, has announced a strategic partnership with SMC Consulting, a Cyber Security and Customer Engagement consulting firm. This association aims towards leveraging the strengths of both the organisations and making it possible for consumer-oriented brands to address customers’ needs throughout their purchase lifecycle, in a hyper-personalised manner. MoEngage collects…
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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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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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Are you a small business owner who wants to improve customer engagement on their website? If so, you’re in the right place. There are plenty of factors you should consider when attempting to increase traffic and sales through engagement.
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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 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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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.
Read moreThe 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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