By Kelly Wilson - Dec 13, 2017

Excerpt: The New Digital Experience

A couple of weeks ago, we published our latest white paper, Optimizing Customer Experience with Enterprise Appointment Scheduling. We’ve received a lot of great feedback so far on the new paper and want to thank everyone who took the time to read it. If you haven’t had a chance yet, below we’ve provided a brief excerpt for you to see some of paper for yourself.

 

The New Digital Experience

It’s hard to capture the attention of customers for more than a few seconds in today’s multichannel world, but it’s also more critical than ever for optimizing customer experience. According to a survey by Harvard Business Review, nearly 90% of business leaders agree that customer experience is vital for success, however, only 34% agree they have the necessary tools and skills to deliver a superior experience to customers.

Studies show that improving customer experience requires enterprise organizations to eliminate customer pain and anticipate their needs while giving them more control. For example, more than 70% of millennials prefer scheduling meetings online and receiving digital reminders than booking an appointment by phone. This new generation of customers is defining what a brand is based on their experience with a company across all touch points—online and offline. Firms that invest in improving the digital customer experience will reduce costs and improve efficiency while growing the bottom line.

One way to optimize customer service is by offering both prospects and customers personalized, real-time appointment scheduling. A survey of Coconut Software customers found that enterprise appointment scheduling results in 41% more appointments after hours (from 5pm to 9am) and reduces no-shows by nearly 25%. 

A 2017 survey of Coconut Calendar customers found that enterprise appointment scheduling can deliver significantly more appoints while reducing no-shows.

 

Download full white paper

If you’re interested in learning about how appointment scheduling software can aid in creating a seamless and consistent digital customer experience, check out our white paper today. In the full paper, you’ll learn:

  • Features to expect from enterprise level software including white label branding, reporting & analytics and security.
  • The impact of appointments and how to utilize software to further engage customers.
  • Optimize the schedules of staff members so they are able to work more efficiently and productively.

Check out the white paper today.