August - 2016 - issue > CEO Insights

Customer Care - The Future Lies in Sophistication & High Engagement

Rajeev Banerjee, Co-Founder & CEO, Right Tap
Wednesday, August 17, 2016
Rajeev Banerjee, Co-Founder & CEO, Right Tap
Owned and operated by Digitouch Business Solutions, RightTap is a mobile aggregation platform that enables businesses to engage with their clients in a hassle-free way and also manage their customer care interactions with various brands.

Customer care is mostly regarded as an 'after sales' function for businesses that are aimed at providing seamless user experience, be it for a product or a service. It is a leading indicator of consumer re-purchase intentions and loyalty. Therefore, it plays a major role in business growth and success. It is undoubtedly the most important function in the entire sales life-cycle that can either win hearts or kill prospects through bad or negative word-of-mouth publicity by users, depending upon their personal after sales experience.

In today's digitally wired world filled with massive competition, businesses are increasingly moving from traditional customer care centres that were manned by phones, to sophisticated technology based applications that can be operated through inventive devices such as smartphones, tablets and more, with only a few clicks. The objective is to reduce human dependency at contact centres through innovation in technology, i.e. automation and provide customers with a seamless user experience.

Further, with multiple social media platforms, companies are more conscious in capturing consumer response by categorizing them depending upon the nature and intent of comment. Of late, we have been witnessing that the online retail industry in particular is far more active in this domain as they are mostly apps based. It is also complex in the sense that 'logistics' forms an integral part of end-to-end delivery.

Businesses across services like telecom, logistics & transport, aviation, banking, retail and media, to mention a few, have been leveraging technology based mobile applications and thus getting more direct with their customers. Not only direct, but this also makes companies more approachable to customers on real-time basis. This was the beginning of the revolutionary era when we witnessed the boom in development of mobile apps.

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