Developments in technology in recent times have created an expectation among customers that services will be available on demand.  With many services offering an online real time product experience, the risk of churn is significantly higher when customers are made to wait. 

Customer Service tools have been tracking this trend and it has spawned a number of new real time developments. Tools like Live chat allow users to log onto a company’s website and immediately be connected to a customer service agent. Along with this, developments within call centres have meant agents can now solve more issues for customers on the spot. 

The next step in the development of real time customer service is in connecting all the data available on customers into a single view. Having a single view of the customer allows a customer service agent to review all the possible solutions and choose the best one.

Masterclass Event, 11 November 2010

IoD, New Broad Street, London

Remember to register for our free of charge Masterclass, 'The Secrets to Driving Customer Loyalty'. Places are limited so please register soon!

At the event I will be drawing on recent projects, sharing valuable insight into customer feedback initiatives using practical applications and case studies. I will also discuss the benefits that can be achieved whilst highlighting the opportunities for profit improvement and market growth to the audience.

Chris Barrow, CEO of Grupa Zywiec, a subsidiary of Heineken, had this to say about working with SynGro recently:

"SynGro has worked collaboratively with our customer service team, empowering our employees to change, and with instant results the value of the programme has been recognised enterprise-wise.”

To register for this masterclass or for further information on the event please click here