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Our plans for 2022 and beyond

Monday, 31st January 2022
Business lady on the phone

Our CEO, Duncan Ward, has discussed our plans for 2022, moving forward and maintaining an excellent customer experience, on the journey to becoming the best in class.

As we finalise our plans for 2022, we return to our core values of going beyond, being open to change, and bringing excitement. With that being said, we are on a journey to becoming the best in class, whilst offering truly tailored customer experiences.

But what is best in class and true customer experience? How do we provide this as a leading unified communications provider?

It’s simple. We’re going to be open and honest, whilst partnering with top-tier customer support and providing each business with the right tools and technology to ensure truly unified communications. We want to be more agile, quicker to react, and more effective. We want to continue to deliver great customer experiences, whilst providing new technologies to create cost efficiencies for SME businesses, improve quality, transparency, and build value.

Many organisations have multiple independent initiatives to improve performance underway, which are typically housed within separate organisational groups. This makes it easier to deliver real changes within individual units, but the overall impact is underwhelming and difficult to maintain.

Companies must think holistically about how their operations can contribute to delivering a distinct customer experience, rather than working on separate initiatives within organisational units. The most effective way to accomplish this is to concentrate on customer journeys and the internal processes that support them.

To accelerate true customer experience we integrate employee, customer, and user experiences across multiple touchpoints. Through 360° management of experiences, we can drive greater customer and employee confidence, satisfaction, and loyalty.

The customer experience is intrinsically linked to all functional processes. Customer journeys have a greater overall impact because they include both customer-facing and end-to-end internal processes.

We are using AI to deliver a proactive service that saves customers time and frustration. Using data effectively to deliver proactive service is a major benefit of AI and ultimately aids in a positive customer experience. AI is extremely advanced, and we want to apply that more in 2022 and beyond alongside empowered and highly trained staff.

Will the future of technology, alter the way we communicate with our customers? One of our top priorities is ensuring that we can assist customers and clients who use our technology as soon as possible.

Customers expect you to be available at all times — and in recent years, customers have favoured to interact via chat rather than phone or email. Social media integrations such as Whatsapp, Facebook, Twitter, and Instagram messengers have propelled businesses forward as a customer support channel. Customers can now interact with businesses in real time, which is especially important in a world that now operates on synchronous time. So that means you need to step up your communication technologies and strategies. As social media continues to open up new outlets for customer communications, companies will be forced to engage with these consumers on their own online turf, leaving email support behind.

Our cloud-native platforms also assist in our customer’s journey. They enable us to create new resilient, elastic, and agile application architectures, allowing us to respond to rapid digital change. This is not only advantageous to the end-user, but it also improves on the traditional lift-and-shift approach to cloud, which fails to capitalise on the benefits of cloud and adds complexity to maintenance.

Ensuring seamless technology communication allow teams to collaborate and communicate effectively. We are continuously optimising our technology to support the business model and our customers. Working with product and engineering teams on the development of new products enables us to provide best-in-class products and services.  With the acceleration of several emerging technologies, we have advanced our broadband range to fully support home workers, ensuring speed and connection quality are at the forefront. 2022 will also see a release of Enreach branded SIM cards and a large investment into multichannel support. Our advanced AI chat systems facilitate seamless live communications and make customer service available 24/7. As a result, we are developing solutions that combine AI, telephony, chat, email, CRM, call centre, and social media. The objective is to end the need for multiple platforms in favour of providing a single platform that meets all of the customers’ needs. Not only does this save time and money, it allows for a smoother customer journey, with 71% of customers wanting the ability to solve most customer service queries on their own.

As a business, we invest in educating our people about Enreach, from our engineers to the sales team we want everyone to be a part of what we’re trying to achieve as a business.

If you would know more about how we can help your business improve your customer journey, you can give us a call on 0333 3603 723 or email us at enquiries.uk@enreach.com.

 

 

 

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