Customers are the lifeblood of successful businesses and there’s no such thing as a successful business without effective communication. Communication is a critical component of business and not something that can be left up to chance. When it comes to communication with customers, the stakes can be high.
Bad communication can mean the customer leaves feeling angry and vows never to buy from your business again. It can also mean that they hop onto a review site or social media and leave a scathing review of your company. Unfortunately, bad reviews sway the opinion of potential customers more than good reviews. This may seem unfair, but it makes sense when you look at it through the lens of human psychology. Humans like good experiences, but they HATE bad experiences. The two options (bad or good) are not equally weighted in our minds. To put it a different way, we hate to have a bad experience more than we love to have a good experience. We will go to extreme lengths to avoid bad experiences, and this is why bad reviews stick out to us so much more than good reviews.
Good and effective communication experiences can do the opposite. Customers will feel relieved and reassured about their queries or issues. They leave feeling satisfied and maybe even happy. They might tell their friends and family about it, or even leave a positive review on social media. This is essentially free marketing if you consistently meet or exceed your customers’ expectations.
To promote good and effective communication, you need to be supported by the right tech! CommBox’s omnichannel platform is powered by AI and automation and designed from the ground up to meet the challenges of customer communication in the digital age. The out of the box solution allows companies to shift into digitization. You can handle all customer communications from all channels in one place. Agents don’t need to be trained on how to use several different systems; they just use one! Today we’re going to be looking at how enterprises are using CommBox to communicate with customers. We’re also going to be looking at how CommBox can scale for growing companies.
CommBox is ideal for both medium and large businesses that want the benefits of a digital omnichannel platform. These benefits are:
CommBox is highly scalable. This means it can grow as your company grows. A medium-sized business might not be medium-sized forever. It might even have a period of rapid growth and need to scale up quickly. This is where an out of the box solution like CommBox is superior to a bespoke system. With a bespoke platform, any changes require a dedicated design team to carry them out. There’s using a period of planning before the work can even be carried out.
This isn’t ideal when you need to scale up quickly. It guarantees that there will be a period where your business will not be operating at the level you want it to (while you are implementing the changes to meet the new capacity). This can cause reputation damage to your company. Existing customers may now be having a worse experience than they were previously. Equally, new customers coming in aren’t getting the great experience you know you can offer when you’ve finished scaling up your operation.
This is exactly why an out of the box scalable solution is the preferred approach. CommBox can handle rapid scaling to meet the needs of your company, and there’s no need to stop what you’re doing or divert resources to make the solution work for you. It just works.
Large businesses have even more communication challenges to contend with than medium-sized businesses. They have to remain consistent across all customer touchpoints, but there are now even more touch points than a medium-sized business! The brand usually has a well-established reputation and a strong social media presence. This means there’s more pressure to get it right. More eyes are watching if mistakes are made. To get a better idea of how CommBox helps support the communication needs of enterprises, here are a few case studies from the enterprises we work with.
Clarks – Clarks is a major British shoe manufacturer and a household name with over 450 stores in the UK. Every British school kid was sent to school in Clarks shoes, and the shoes remain popular with people of all ages. Clarks reduced its SLA from 5 days to 1 hour using the CommBox social media feature! Here are the quick stats:
AIG – AIG is a major American multinational insurance firm with operations in more than 80 countries. AIG experienced a huge increase in customer interactions through their communication channels and needed a new technological solution that could meet the increased demand. CommBox was ready to help! Here are the quick stats:
Bezeq – Bezeq is a major telecom company in Israel. CommBox is a significant part of Bezeq’s digital transformation journey. Bezeq was committed to becoming efficient through the use of AI and automation to bring even more value to their clients and customers. CommBox’s solution has been successfully implemented and helps drive support and sales functions for both business and private clients.
Kimberly-Clark is a Fortune 500 company that operates worldwide. Kimberly-Clark is one of the largest retail companies in Israel and was facing a challenge when it came to us. Before CommBox, Kimberly-Clark was dependent on a traditional style call center to handle all customer requests. They wanted to move to a solution that worked more efficiently and reduce the call center load through intelligent solutions. Here are the quick stats:
HOT – Hot Telecommunication Systems is a major firm in Israel that provides cable television, internet, mobile network services, and broadband. HOT wanted to improve the quality of the service they were offering and become known as a customer-focused company. There was a strong focus on social media within the company, but HOT was struggling to manage the various social media channels they have implemented. In solution, we embedded special tabs on HOT’s website and mobile app to allow customers to connect with the company directly. We helped create a system where HOT can manage their social media interactions and keep on top of their Facebook page. Quick stats:
We’re extremely excited to announce that we have changed our company name to CommBox. It’s still the same company with the same awesome people! just a new name, a fresh look, and a brighter future.Read full story