Improvements in customer experience can lead to increased loyalty, customer retention and profit. Horizon helps you achieve this through personalisation of your digital customer contact; making customers feel acknowledged, valued and cared-for.
Customer Relationship Management (CRM) software tends to focus on cold, hard data and what works for the business – things like your products and their price.
Customer Experience Management (CEM) on the other hand, is about applying your data to provide customers with what they really want – to feel satisfied (and ideally delighted) with the service you provide.
With social media tools like Twitter and Facebook, bad news travels fast and brands collapse over night. But good news travels too, and great experiences can turn loyal customers into advocates.
Horizon is about creating those moments of interaction that will delight your customers.
For example, think about when your broadband goes down and you have to get on the phone. You work your way through the dumb IVR, and then sit in a queue for ages before you find out what’s going on.
Even if the price is great, that one bad experience could be enough for you to switch.
With Horizon, your broadband provider would alert you to the service outage with a proactive SMS message.
If you still decided to call, you’d be recognised as being in the outage-area and updated on the situation with a personalised IVR message.
As a priority customer, you’d be connected to an advisor straight away, not stuck in a queue.