Covid-19 Notice

Semafone is closely monitoring the global impact of the coronavirus and is taking all precautionary measures to protect our staff and to maintain operations. Read More

There is currently no impact on our business, and we have robust contingency plans in place to ensure the safety of our employees and continuity of our operations for all our customers should the virus spread at an increased rate. If you have any questions, please contact us at [email protected].

We have issued country specific guidance on travel to all employees and are monitoring threat levels and reissuing guidance accordingly. Our employees are fully equipped to work from home in all of our geographical locations and we will be keeping home working as the norm until risk levels have significantly declined.

Close

Menu

  • Solutions
    • Cardprotect by Semafone
      • Cardprotect Voice+ by Semafone
        • Semafone Speech Recognition
        • Semafone Scout+ System Monitoring
        • Implementing Cardprotect Voice+
      • Cardprotect Relay+
    • Intelligence+
    • Bankprotect
    • Personalprotect
    • Secured by Semafone
    • Our Technology
  • About Us
    • Management Team
    • Board of Directors
    • Awards & Recognition
    • Certifications
    • Media Centre
      • Featured News Articles
      • Events
      • Press Releases
    • Partners
      • Partner Finder
      • Technology Partnerships
      • About the Semafone Partner Programme
      • Apply to Become a Semafone Partner
    • Careers
  • Customers
  • Compliance & Regulation
    • PCI DSS
    • EU GDPR
  • Blog
  • Resource Centre
    • Infographics
    • Solution Briefs
    • Videos
    • Webinars
    • White Papers
  • Contact
    • Contact us now
    • Office Locations
      • Guildford – Head Office
      • Canberra – Australian Office
    • Contact Customer Support
Semafone
  • Schedule a Demo Now
  • Semafone Portal
  • Menu
  • Search
  • US
  • GB
  • Solutions
    • Cardprotect by Semafone
      • Cardprotect Voice+ by Semafone
        • Semafone Speech Recognition
        • Semafone Scout+ System Monitoring
        • Implementing Cardprotect Voice+
      • Cardprotect Relay+
    • Intelligence+
    • Bankprotect
    • Personalprotect
    • Secured by Semafone
    • Our Technology
  • About Us
    • Management Team
    • Board of Directors
    • Awards & Recognition
    • Certifications
    • Media Centre
      • Featured News Articles
      • Events
      • Press Releases
    • Partners
      • Partner Finder
      • Technology Partnerships
      • About the Semafone Partner Programme
      • Apply to Become a Semafone Partner
    • Careers
  • Customers
  • Compliance & Regulation
    • PCI DSS
    • EU GDPR
  • Blog
  • Resource Centre
    • Infographics
    • Solution Briefs
    • Videos
    • Webinars
    • White Papers
  • Contact
    • Contact us now
    • Office Locations
      • Guildford – Head Office
      • Canberra – Australian Office
    • Contact Customer Support

How can we help?

diamond-grad

Trust This Link: Elevating Customer Experience with Payment Links

By Gary E. Barnett, Chief Executive Officer

It can’t have escaped your notice that Customer Experience (CX) is the new battlefield for companies everywhere.

That should come as no surprise, when you consider how today’s consumers face an overwhelming number of choices whenever they shop for goods or services. And who ultimately gets their business is, more often than not, determined by the experiences they encounter along the way.

As it turns out, CX is now the #1 factor, ahead of product or price, that’s driving customer behaviors and purchasing decisions:

  • 86% of consumers say they are prepared to pay more for a better CX
  • 89% of consumers switch to a competitor following a bad CX
  • CX-led businesses have a 9x higher average order value and 1.7x higher customer retention.

All of this explains why creating and managing a great CX is becoming a top priority for brands looking to deliver the positive experiences that not only win over customers – but also keeps them loyal.

It’s also why the contact centre is increasingly viewed as being vitally strategic when it comes to executing the CX interactions that today’s consumers demand. Indeed, according to Deloitte, 62% of organisations view CX delivered through their contact centres as a key competitive differentiator.

> Download Now: Guide to Embracing an Omnichannel Payment Strategy

Taking CX to the Next Level

With customer expectations at an all-time high, today’s companies are striving to make it easier than ever to interact with them and get answers fast. And they’re taking advantage of a wide array of technologies to improve the delivery of a great CX.

Indeed, today’s omnichannel contact centres are evolving fast—whether that’s utilizing chat bots to help with self-service queries or routing calls to the most appropriate human agent. Or it might mean initiating new live chat channels that enable conversations to flow back and forth with ease or even employing real-time analytics across all channels to detect where agent escalation and intervention may be needed.

In other words, today’s contact centres—increasingly becoming customer experience centres—have pushed traditional CX beyond simple issue resolution to provide more proactive, contextualised and tailored experiences that are personalised to each individual customer.

As a result, the role of agents is evolving fast.

Empowered by new AI tools and bots, agents can interact with customers regardless of where they are in their journey.

They’re also able to engage with customers in the channel of their choice – whether that’s email, social media, live chat, email, or any other digital engagement channel, providing empathetic support and assistance, while guiding customers to a desired outcome fast.

Delivering a Streamlined Payment Experience

Forward thinking organisations have come to recognise that their contact centre represents an opportunity to do so much more than simply provide a support service for customers.

It’s precisely for this reason that they’re utilizing secure payment link solutions to transform their contact centre into a ‘sales-through-service’ centre. By empowering agents to send one-time secure payment links to customers in any channel, they’re making it easy for customers who are ready to complete a transaction to do so in a fast and streamlined way.

With a secure payment link, there’s no need to interrupt the rapport that’s been built between a live chat agent and a customer in a conversational digital channel. Nor do they have to request that a customer utilises another channel to make their final purchase or payment.

In other words, thanks to today’s secure payment link solutions, any conversation about a product, reservation, ticket or service can be instantly transformed into a ‘there and then’ revenue opportunity.

Similarly, discussions relating to bills, invoices or payment reminders can be guided to a logical conclusion, with the contact centre agent remaining on-hand should customers need reassurance or answers to additional questions as payment goes through.

Given that consumers say getting assistance when making a purchase was the second most common reason for using a chatbot in 2019, the opportunities for conversational commerce are significant – and growing.

New call-to-action

Empowering Customers Through Conversational Channels

With CX firmly in their sights, companies are transforming their contact centres into proactive experience hubs that are capable of serving customer needs in a variety of channels. What’s more, by leveraging a range of tools and PCI DSS compliant solutions, they’re harnessing conversational channels and chatbots to empower agents and customers – making it easy for them to move beyond pure issue resolution to transact with confidence.

Alongside helping to streamline the customer decision-making process, companies in the banking, insurance and travel industries are already utilizing today’s payment link solutions to make it seamless and safe for customers to complete transactions once they’ve received the help, advice or clarification they need.

In the process, they’re evolving their omnichannel contact centres into CX powerhouses that are true value-add revenue generators.

July 9, 2020
Aaron Lumnah
Trust This Link: Elevating Customer Experience with Payment Links
Semafone
feedback

Did you find this article useful? Leave Feedback →


    1. Very Unsatisfied2. Unsatisfied3. Neutral4. Satisfied5. Very Satisfied




    About Semafone

    Securing Data, Protecting Reputations

    Semafone brings you simple, fast, cost-effective PCI DSS compliance and data security for your call or contact centre
    Previous
    all
    Next
    SemafoneBlogTrust This Link: Elevating Customer Experience with Payment Links

    UK Headquarters

    Semafone Ltd
    Pannell House,
    Park Street,
    Guildford,
    Surrey
    GU1 4HN

    Contact

    • Tel: +44 (0)845 543 0822
    • E-mail: [email protected]
    • Map / Directions

    Information

    • Terms of Use
    • Privacy
    • Cookies
    • US
    • GB

    Connect

    • Facebook
    • Twitter
    • LinkedIn

    Recent Awards

    PCI London Awards for Excellence 2020

    © 2021 Semafone. All Rights Reserved
    Designed & Built by Courts Design

    Back to Top
    Semafone
    Semafone