Over the past few decades, the digital revolution has profoundly transformed the way businesses operate and interact with their prospects and customers. The advent of the Internet and the rapid advancements in technology have given rise to a new era of commerce and communication, leading to the birth of online user experience as a crucial component of modern business strategies.

Online user experience refers to the sum of all interactions that a prospect or a customer has with a brand or business through digital channels, such as websites, mobile apps, social media platforms, email and other online touchpoints. It encompasses every touchpoint along the customer journey, from initial awareness and engagement to the post-purchase phase and ongoing customer service. Pre-purchase engagement and post-purchase customer service are important components of this online user experience.

Companies that prioritise and invest in delivering exceptional online user experiences gain a competitive edge in the market. Conversely, those who neglect the importance of online interactions risk losing opportunities and customers while damaging their brand reputation.

This white paper explores what online user experience is, what has led to the interest in it and its impact on customer conversions and loyalty.

The contribution of online customer service / support in general and omnichannel customer service / support in particular to online user experience is then discussed.

After looking at the benefits that omnichannel customer service / support offers SMEs, the paper looks at the benefits for service providers who provide their customers with an omnichannel customer service platform…

To read the full white paper, please click on the title of the article.

If you would prefer, you can download a PDF version of this white paper by completing the short form.

Business owners and managers are continually seeking ways to improve their customer service, reduce their communications and collaboration costs and in general improve their effectiveness and efficiencies.

Furthermore, as more and more employees work outside the office, they expect to be able to make use of the same communications and collaboration tools that their desk bound colleagues enjoy.

This white paper explores how Service Providers such as Internet Service Providers (ISPs), Telcos and System Integrators can generate additional revenues by assisting their clients achieve the above goals by offering them integrated real-time communications through Unified Communications as a Service (UCaaS) and Communications Platform as a Service (CPaaS).

It includes a roadmap showing how easy it is for service providers to migrate their business clients from their current legacy PBX environments to a Unified Communications environment. Service providers are assisted in this opportunity as countries switch off their PSTN networks, forcing users to move to IP based technologies. This white paper does however show how service providers can grow market share by taking on new clients without having to force them to ‘rip and replace’ their existing investments in legacy PBX infrastructure immediately.

To read the full white paper, please click on the title of the article.

If you would prefer, you can download a PDF version of this white paper by completing the short form.