The subtle difference between CRM and CEM is quickly explained: While Customer Relationship Management (CRM) is intended to optimize the relationship between companies and customers, Customer Experience Management (CEM) aims to turn satisfied customers into loyal customers and loyal customers into "enthusiastic ambassadors" of the brand or product.
And this works best via optimal digital touchpoints and with innovative artificial intelligence made in Austria by CANCOM Austria.
Customer Experience Management
Customer Experience Management with AI from CANCOM Austria.
CEM encompasses various aspects, including understanding customers' needs and expectations, as well as creating seamless interaction opportunities across different channels.
CEM means exceeding your customers' expectations - regardless of their choice of media
The goal of customer experience management is to create an exceptional customer experience that satisfies customers, builds loyalty, generates positive word of mouth and ultimately leads to greater customer loyalty, increased sales and business success.
Why Customer Experience Management from CANCOM Austria?
- Expert know-how through customer experience management focus
- Artificial intelligence can be seamlessly integrated thanks to CANCOM
- Everything from a single source - from consulting and design to managed service
- Flexible progression - with our own development department, no challenge is too difficult for us
Your advantages at a glance
// we transform for the better
CANCOM Austria works together with renowned partners and manufacturers to offer you the best solution for your requirements.
Functionalities and services
Applications offered by CANCOM
- Call and email routing
- Social media integration
- Chat and voice bots
- ...
Scalability
Flexible growth of the application
infinite number of agents and channels
Increase in customer satisfaction
Exploiting potential
- Accessibility
- Personalization
Artificial intelligence
Smart use of AI
- Counteracts the shortage of skilled workers
- repetitive activities are saved
Cloud, on-prem, CXaaS
Individual requirements
many possibilities - all from CANCOM
24/7 customer service
Setting new standards
...through automation and self-service
Functionalities and services
With CANCOM Austria you have various options for implementing customer experience management:
- Chat Bot
The use of a chatbot in customer service offers many advantages. 24/7 availability, fast response times, cost efficiency and the ability to process a large number of customer inquiries simultaneously. As a result, customer questions can be answered more efficiently and in less time, which leads to a positive customer experience and higher customer satisfaction.
- Voice Bot
The use of a voicebot in customer service offers benefits such as improved accessibility for customers, more efficient processing of inquiries and a reduction in waiting times. By using voice recognition and processing technologies, companies can increase customer satisfaction by enabling seamless and user-friendly voice interaction.
- E-mail routing
Using an email routing system allows companies to organize customer support efficiently and ensure that requests are processed quickly and accurately. By automatically forwarding emails to the right recipients or teams, response times are improved.
- WhatsApp Business Integration
WhatsApp integration refers to the incorporation of WhatsApp, a popular messaging platform, into a company or organization's communication strategy. By integrating WhatsApp, companies can offer customers a direct and convenient way to interact with them and offer various services.
- Social media integration
A company wants to integrate social media into its customer experience management in order to improve the customer experience, collect customer feedback and respond to customer concerns. By integrating social media into customer experience management, the company can gain a holistic view of customer interactions and strengthen customer loyalty.
- Channel change
Channel switching in customer experience management refers to the seamless handover and continuity of customer interactions across different communication channels. It is about ensuring that customers can start their interactions on one channel and then smoothly switch to another channel without losing their contextual information or the progress of their requests.
- Advantages of CXaas
Overall, CXaaS enables companies to deliver high-quality customer experiences without the complexity and cost of developing their own solutions. It offers flexibility, scalability and expertise to help companies increase customer satisfaction, build customer loyalty and gain competitive advantage.
