Customer relationship management

The challenges of good customer relationship management

Providing a high-quality customer experience is a strategic priority for companies.

Key to business performance and productivity, it must provide an omnichannel approach for ever more discerning, and increasingly influential, users. This enables a more fluid customer journey, and the even greater personalization of messages addressed to customers.  Customers and prospects no longer need to be simply satisfied, but delighted!

Customer relationship management has become increasingly complex, and the use of specialized digital solutions is vital. Today, adapting your business tools to take in these necessary changes will pave the way for effectiveness and an enhanced customer experience.

Tools that delight customers and generate employee commitment

CoverApps provides all-in-one digital monitoring and 360° reporting solutions to optimize customer relationship management for all types of businesses. Whether designed for small or large contact centres, or customer service divisions of large corporations, they provide an effective response to each organization’s specific needs. These tools are highly-intuitive and easy to install. Flexible, their functionalities adapt as companies change, and integrate with existing solutions (e.g. CRM, applications) using either native connections or specially developed connections for applications developed by clients. On the Cloud, on-premises, or hosted, what they all have in common is improving the commitment of customers and teams and generating value through the solution’s ability to provide customers with targeted offers, or to resolve their problems at the time of first contact.

CoverApps’ tools provide the means of easily and effectively managing an omnichannel customer relationship. Email, telephone calls, chatbots, video on demand, notifications; the customer relationship needs to be flexible to live up to the expectations of consumers, without increasing the workload of teams. To achieve this, the data gathered across all points of contact is centralized on one single platform. A comprehensive tool, it encompasses and unifies all services in contact with customers. The boundaries between the different channels of customer contact disappear.

CoverApps Etude de cas case study

Instant feedback and IVR

Customer advisors understand customers better and can be both more responsive and more helpful. More united through knowledge of the customer, they are happier and can more easily engage their empathy and understanding. The quality of the employee experience goes hand in hand with improving the customer experience.

Through real-time analysis and the exploitation of data, our solutions enable you to effectively respond to meet customer expectations, but also to anticipate their needs. The customer relationship is no longer a reactive one, but a proactive one.

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