Solutions Retention, Cross-Selling, Up-Selling

Today’s customer expects multiple touchpoints with their product and service providers, expects access to account and order information in real-time across multiple channels, and expects that a function they can perform in one medium can be just as easily and effectively performed in another medium. Businesses that fail to deliver on these expectations will lose their customers to competitors who will.

In order to leverage the powerful functionality and long-term investments that companies have already made in supporting systems – CRM, ERP, financials, and other core business systems – they need to implement enabling technologies that bring the data, functions, and power of their internal systems and processes directly to their customers. Using Metaphor does exactly that, and results in meaningful, measurable customer satisfaction and retention results:

• More engaging and rich customer service processes
• Consistency of interaction quality and functionality in all communication channels
• True 24x7 availability of all customer interaction touchpoints

Customers are becoming savvier with respect to traditional sales and marketing campaigns, and more cynical about brand loyalty. In order to mitigate this, companies must truly engage with their existing consumers base at all points of the customer lifecycle. Companies need to offer intelligent bundled products and services, ongoing subscription-based offerings, and opportunistic and often time-sensitive unique offers based on customer history and behavior.

Metaphor solutions for cross-sell and up-sell understand the context of each and every customer interaction across all communications channels. This results in unparalleled intelligence about what a customer likes and dislikes, when they are most response and receptive, and what their preferred means of engagement is – self-service over the web or mobile, talking to a live representative in a contact center, tweeting about their recent experience or posting about it on Facebook, or some combination of all of these at various times and for various reasons.

Tying all of that customer engagement intelligence together with the power of internal systems and business processes yields effective, targeted campaigns to sell and re-sell to existing customers. Metaphor makes that possible:

• Understand customer engagement preferences and patterns
• Integrate with back-end systems for data-rich and informed interactions every time
• Automate delivery of cross-sell and up-sell campaigns across all communications channels
• Adjust and adapt offers and the times/places at which they are offered based on real-time information about what customers are doing and enjoying