Estrategia de Transformación digital

Estrategia de Transformación digital

¿La relación con el cliente evoluciona, por ejemplo, en los próximos cinco años?

Toda la tecnología, proporcionamos todas las tecnologías, pero aún el ser humano y el cliente, son el centro de todo.  Porque no estamos vendiendo a máquinas. No estamos apoyando máquinas. por eso debo tener mi Estrategia de Transformación digital.

En última instancia, estamos vendiendo y apoyando a los seres humanos.

Eso es algo que ninguna organización debería olvidar jamás. Eso significa que debemos tratar la tecnología como un facilitador de una mejor experiencia del cliente: la experiencia humana.

Y eso tiene que brillar a través de toda transformación Y así, todas estas tecnologías, lo que nos permite es responder con prontitud, responder con un contexto completo, de modo que si, por ejemplo, dos o tres vendedores o personas de soporte diferentes interactúan con el cliente, aún tiene el contexto completo . Y todavía entiendes el sentimiento involucrado. Aún comprende que este cliente está contento. Este cliente se está frustrando.

Todo eso las herramientas pueden proporcionar. Pero en última instancia, el humano tiene que llevar esto adelante, esa relación adelante. Eso es algo que nunca debe olvidarse en todo esto.


ESTRATEGIAS DE TRANSFORMACIÓN DIGITAL

Equipos Orientadas a los Negocios

Equipos de entrega existentes

Estrategia de Transformación digital


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Fast-track your digital transformation with SMF360

CUSTOMER EXPERIENCE

The way we do business has become digital through website, social media, emails and mobile apps. Waiting times have been drastically reduced with self-service, and customers prefer real-time engagement with businesses. The internet has accelerated this digital transformation of customers and selling is all about delivering a good customer experience. Customers expect real-time attentiveness and personalisation: you need the right technology and the right methods to make that happen, a customer journey is critical.

STRONG CRM

Particularly, a strong CRM that is multichannel-- that engages them in all of their channels-- in a holistic way. So that it brings that particular context of the customer across a variety of engagement channels. So to give an example, a customer could have tweeted about your product or asked a question on Twitter, and now you are responding to it from your CRM. And you also have to make sure that this response reaches the customer and it reaches the Twitter audience, because they are not only speaking to you. They are speaking to their followers. And when we respond to that email, we also now have to make sure we respond to the tweet because it's also going to their followers.

HOW DO YOU DO IT?

We provide the technology-- the application-- the technology-- to do all of this. We first monitor all of the channels. We give you the relevant contextual information. We correlate the information across all of these. And we have the AI, Zia, to correlate all of these and make sure that you understand what is the best time to contact this customer. What is the full context of that customer engagement. That's where the technology of our CRM technology comes in.

MEASURE PERFORMANCE

Every interaction-- everything that we do-- it's everything that you, as a sales person or a support person, who is tracked on everything. We have SLAs on this. We have dashboards. And we also give you-- from our AI, Zia-- it learns about all these interactions. It flags anomalies. For example, there's this interaction is going on too long. There is something wrong here. Maybe you are not actually getting this right. All of this. So it automatically escalates it. So that means that when an interaction goes on too long-- when there is like three or four repeated-- that means maybe the customer is getting frustrated. It does sentiment analysis. All of these come together to give you the full context so that you can respond in an appropriate way to that customer.

ARTIFICIAL INTELIGENCE

Zia is Zoho's AI-- artificial intelligence-- for all of Zoho's technologies. And it started out in CRM. Recently, Zoho added the voice capability, so that-- in Zoho's CRM, you interact with Zoho's CRM and all these databases through voice commands. It's much like Alexa works. In this case, it is purposed towards the sales and customer support interactions. That is Zoho's  Zia Voice.

EASY TO USE

We have designed it with user experience in mind. It is easy to set up. It's even easier to use every day. And we also provide the voice interaction, which is the first conversational interface to a CRM in the world. And we provide that so that people on the go can interact from their phone with the voice command. And you can get all of the contextual information quickly. You can pull it up. It's exactly the way the consumer technologies work, but brought for the first time in the full business context.

Estrategia de Transformación digital
Estrategia de Transformación digital
Estrategia de Transformación digital

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Viaje del Cliente

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A Blueprint for Digital Transformation by Raj Ramesh

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