Almost three-fourths of consumers now expect an agent to know their contact information, product information, and service history from the moment their support interaction begins. With a smart CRM, agents can see a 360-degree view of the customer before they answer a call, to create personalized interactions that boost satisfaction and retention.
In addition, the right CRM provides context-sensitive guidance for upsell opportunities, tailored based on the agent’s experience and the customer’s history. Almost half of Millennials expect brands to customize offers to suit their needs, and 39% will go out of the way to take advantage of those offers.
Using CRM personalization, contact center agents can improve retention by 2% and increase upsell revenue by as much as 25%.