Today, you can’t just throw a chat

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Subsequently, we witnessed an escalation towards automation (IVR, chatbot, etc.), which, under the pretext of customer experience, was mainly aimed at reducing costs. On the other hand, few contact centers have been able to evolve to offer a unified platform. Result: solutions that are increasingly siloed, increasingly complex to manage, costly to maintain and evolve, very little data circulation, and for business teams, more complex to master. So how does the contact center of 2023 look? We are seeing the emergence of a new generation of solutions, born in the cloud, and which are based on 3 main principles: Transforming the contact center into a growth engine.

Today, you can’t just throw a chat or chatbot on your website and whatsapp philippines number say, “Great! We’re going to deliver a better customer experience!” No… the key is to offer the right set of channels, provide consistent service across all touchpoints, and tailor the customer experience to each use case (inbound support, outbound sales, acquisition, retention, etc.). With this in mind, it becomes possible to transform your contact center into a growth engine. Take the example of CarFinance 247 , an online site in the United Kingdom that helps its customers with the purchase and financing of their car.



Before Twilio, the teams found that their call data and CRM data were separate, making it difficult to provide a relevant customer experience. With Twilio, they were able to connect all their inbound and outbound contacts directly to a customer and their financing file. The result: an increase of about 12% in their conversion rate. The ability to optimize the employee experience As we know, personnel costs are the largest budget item for contact centers. Attrition is also a big problem right now. At Twilio, our vision is to be able to address the issue of employee experience and involve them in the project! For example, at TravelPerk , the project team worked directly with its employees to set up a tailor-made advisor interface, completely re-imagined, and better adapted to their mission.