Customer Success and Customer Service
Deliver superior customer experiences that turn customers into loyal brand advocates
Overview
Key trends
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Acquiring a new customer can cost 5–25x more than retaining an existing one, depending on your industry.[1]
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Close to 77% of leaders say improving customer experience is a top priority, yet only 26% believe their handoffs between customer-facing teams appear seamless to customers.[2]
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83% of customers expect their issues to be solved on the first try.[3]
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Customer care is becoming integral to transforming the customer experience at the broadest range of touchpoints.[4]
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Customer experience programs are becoming increasingly holistic, predictive, precise, and clearly tied to business outcomes.[5]
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73% of business leaders say their executive team and board now follow customer health closely. Yet only 11% gave themselves high marks when comparing the maturity of their post-sale practices to their peers.[6]
Discover the OpenText difference
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Maximized customer loyalty
Ensure high satisfaction to facilitate long-term brand loyalty and promote referrals.
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Enhanced communication
Proactively improve communication to ensure objectives are met and customer satisfaction levels are achieved with a market-leading customer communications solution.
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Integrated AI capabilities
Support efficient automation for faster service leveraging AI-driven workflows, reducing wait times and streamlining customer interactions for quicker resolutions.
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Seamless journey orchestration
Span experiences across multiple functions to orchestrate the delivery of interactions that lead to maximum customer lifetime value.
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Deliver data-driven design
Design experience journeys centered around insights and data triggers to monitor customer behavior and drive actions.
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Boost notifications
Ensure critical messages are delivered to targeted individuals with personalized information.
Leaders trust OpenText
Learn how leading organizations lean on OpenText solutions to deliver on customer success.
See more customer stories
Customer Success and Customer Service resources
Three customer success trends in a post-pandemic world
Read the blogPut contact center technology at the heart of the customer experience
Read the blogOvercome the challenges of a remote contact center
Read the blogOpenText Qfiniti - Capturing Experiences to Drive Engagement
Watch the videoOptimize sales cycles with OpenText Extended ECM for CRM
Watch the videoContact Center as a Service (CCaaS) and speech analytics create a best-in-class offering
Read the blogSupercharge your contact center with real-time speech analytics
Read the blogEmpower your contact center supervisors with voice technology
Read the blogOptimizing sales and service operations with a new generation of content management tools
Read the position paperWhat if today’s contact center technology existed a quarter of a century ago?
Read the blogHow can we help?
Footnotes
Footnotes
- [1] Forbes, Don't spend 5 times more attracting new customers, nurture the existing ones, 2018.
- [2] Forrester Vision Report, Supercharge Postsale Growth By Aligning Customer Marketing and Customer Success, August 30, 2023.
- [3] Salesforce, The State of the Connected Customer, 2022.
- [4] McKinsey & Company, The role of customer care in a customer experience transformation, 2018.
- [5] McKinsey & Company, Prediction: The future of CX, 2021.
- [6] Forrester Vision Report, Supercharge Postsale Growth By Aligning Customer Marketing and Customer Success, August 30, 2023.