DestinationCRM, which focuses on providing Customer Relationship Management product and service information to leaders engaged in the development of customer-centric business initiatives and ventures, today published a guest article by Enacomm CEO Mike Boukadakis. In the 900-word piece, titled “The Power of Dynamic Decisioning,” Boukadakis shares his expert guidance on how dynamic decisioning solutions can help reduce costs, increase revenue and improve customer loyalty and retention.
From the op-ed:
All consumers want to feel that they are special. Thanks to advanced interactive technologies, organizations across all industries can capitalize on dynamic decisioning solutions to give their customers that feeling with every interaction and build brand loyalty in the process. What makes this possible? Providing contact center agents and store employees with real-time access to personalized customer information and other intelligent data.
In addition to improving customer loyalty and retention, dynamic decisioning can help organizations increase revenue through more effective targeting of upsell and cross-sell offers and more consistent purchases of value-added services. Costs can be reduced by limiting offers made to “lower value” customers, identifying customer issues during agent and retail interactions to improve efficiency, and sending outbound notifications proactively to curtail inbound calls.
Later in the piece Boukadakis provides an example of dynamic decisioning in action:
A health insurance subscriber who has recently submitted a large claim for reimbursement receives an automated outbound email notifying him the claim has been received and that he will receive a second email when it has been processed—preventing a call to the contact center.
To support his assertions, Boukadakis closes out the piece pointing to studies by customer management company Convergys that have demonstrated loyal customers consume more products and services and contribute more revenue to enterprises they hold in high regard.
To read the whole thing, go to http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/The-Power-of-Dynamic-Decisioning-91703.aspx.
Enacomm would be happy to discuss how dynamic decisioning and intelligent interactions can streamline customer service for your organization. Give us a call at 877-860-0025.