Customer Communications

According to Accenture Strategy research, about 48% of customers expect specialized treatment for being a good customer. ACD solutions can actually help a company in keeping these customers satisfied by identifying loyal customers and providing them with rapid service. What is customer communications? Definition

Customer communications are interactions between customers and businesses using various channels spanning digital and in-person touchpoints. 

Customer communications can happen over the phone, via text, over chat, or face to face. 

Contact centers are usually the front line for customer communication as they engage in an ongoing dialogue with customers to resolve issues, answer questions, and offer overall support for products and services. Omnichannel customer communication is table stakes in a modern contact center because it provides customers with channel preferences and allows organizations to offer to consistent, relevant communications.  


More Customer Communication Resources:

Call & Contact Center Omnichannel Customer Experience Platform

Personalize interactions across voice, sms, webchat, and more. Interaction history and a robust customer record provides the information you need for effective sales campaigns and tailored offers, and gives your agents the information they need to provide contextually relevant service and support.

Omnichannel Customer Service: Understanding Omnichannel Call Centers

So how do you expand beyond traditional outreach methods like voice and create a true omnichannel contact center? In this post, we define what is omnichannel and what is not. And what you need to get there.

AI Customer Service Use for the Contact Center

we’ve broken down five real-world use cases for AI in the contact center to inspire your customer service strategy and help you stay ahead of the machine learning curve.

AI & Transforming Your Customer Service Operations

AI doesn’t need to remove human agents entirely. In fact, it actually improves the interactions between agent and customer. By collecting the necessary information, AI chatbots, for example, can route customers through the proper channels to best handle an issue. It can identify needs early and escalate accordingly. 

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.