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Article : Delivering Great Customer Service – The Challenge For Service Providers

Customer Experience may be the buzzword of the decade but delivering a positive one remains a challenge for many organisations and never more so for Service Providers (SPs) supporting diverse and demanding customers.

We live in an age where customer expectation is high - when we buy something online we expect an instant response. The same when logging a problem online, or requesting a new password - if we don’t get that immediate response we assume that there is an issue. It’s a fact that communicating with customers and keeping them informed, is of paramount importance if you are to deliver the great customer experience that service companies aspire to.


Over Servicing - At Your Cost

The MSP sector knows only too well that when providing technical products and services you need to manage complex and diverse suppliers with different customer contracts to provide a joined up service. Customer service is a key capability that is high on the Board Room agenda - the cost of delivering a poor customer experience is high.

The challenge when running a business is how to provide a great service to your customers profitably. You need to ensure that you do not ‘over service’ the loud customer at the expense of the quieter, more profitable one. Customers vary considerably, and with different Service Level Agreements (SLAs) for different customers, it’s vital that you control your supply chain, manage your third party contracts and liaise with the finance department to make sure accounts are up to date to deliver the best service.

Different Contracts, Multiple Suppliers - A Tricky Balance

Of course, looking after your existing customers is just one part of the story. At the same time you want to expand your business, upgrade current customers as well as manage customer churn and acquire new customers. Managing these challenges effectively or not impacts both cash flow and the bottom line and can make the difference between success and failure.


Keeping The Plates Spinning

So how can you keep in control of all these aspects? Forward thinking SP organisations are adopting a version of the Service Integration and Management (SIAM) Model, or platform approach, whereby they can co-ordinate their supply chain and manage suppliers in a collaborative and effective manner.


A Service Integration And Management
(SIAM) Approach

The key features of an effective Service Integration and Management model are being able to define different service requirements for critical and non-critical services or customers. For an SP, the ultimate benefit is that it ensures that customers experience the right level of service for their particular contract, at the right cost to the business.

A SIAM approach ensures that at the point where service and support are delivered to customers, all related data, contracts, processes and workflows are consolidated into a single service management platform so that the right service levels and actions are invoked. This will include managing the suppliers who issue the hardware to the customer, or authorised partners who carry out repairs off site or at the customers’ premises and even delivery service companies.

The team is responsible and accountable for the integrated services that are being delivered back to the business. The central service team typically acts as a central point coordinating across the multiple suppliers and internal departments, specifying service management processes and procedures to be deployed across the organisation and ensuring that they are followed.


Adopting A Platform Approach To Service Management

The platform approach provides another option to customer service management. In this scenario, diverse departments such as IT Service Desk, HR/Payroll, Customer Service, Facilities, use the same software, tailored to their individual requirements, while being part of an organisation-wide system.

Both SIAM and platform approaches have a focus on a central system that can support workflow, performance and service management, billing and payment. Furthermore both approaches support the idea of collaboration across the enterprise.

Both methodologies support key principles that underline the basis for providing excellent customer service. With integrated systems and workflow, all staff that are in contact with the customer have access to one set of data. Even if the customer needs to be passed onto a different department to book a service call, arrange a delivery or change billing details, they do not need to repeat their information, other than for security reasons.


Consolidation Makes Compelling Business Benefits

From both a customer and Service Desk point of view this data integrity is a major benefit. With access to one central set of data, information can be updated in real-time, which means customer changes and requests are dealt with and confirmed on a single call. On a practical basis, operations are streamlined and the elimination of duplicate handling of data saves considerable time.

With greater visibility (subject to security controls and permissions) data can be viewed organisation-wide – by sales, accounts or operations - rather than residing in numerous silos where it is difficult to access. In addition, audit trails and comprehensive reporting support queries and better informed decision making.


Winning Solutions That Win Customers

With seamless connections between sales, support and accounts, customers are assured of a swift and actionable response. The customer feels loved, that their business is valued and has confidence that the repair/ replacement or changes requested will be actioned.

In addition, with the right information to hand, agents handling customer calls are empowered to act. With the right information, they may be able to offer a disgruntled customer an early upgrade or additional benefits (for example more data) to their contract, thereby retaining a customer who otherwise might have been lost.

Such processes and workflows ensure that key activities are carried out to meet customer delivery expectations or repair timelines ensuring that Service Level Agreements can be adhered to and costly penalties avoided.

However, it’s not just about current customers. A savvy SP can also extend the use of a Service Desk platform to provide a pipeline for new business. A request for help or new product or service can be logged within the system and tracked through to resolution. This enables a company to see what potential new business is coming as well as the likely timescales and then prepare accordingly.

The question is not whether an SP should be focusing on customer experience but how. And with a choice of technology platforms that can support operations and deliver the important metrics and service, now is the time to act.


About Sunrise Software:
Company LogoSunrise was founded in 1994 and is an independent provider of Service Management solutions for internal and external facing IT service operations. In 2003 they launched Sostenuto, a process driven, entirely browser based solution. Their customer base includes blue chip and public sector organisations.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Thursday, June 25, 2015

Printer Friendly Version Printer friendly version

2024 Buyers Guide Analytics

 
1.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

2.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

3.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

4.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

5.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

6.) 
Pointel

CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
(read more)

7.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

8.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

9.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.

10.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

11.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"

12.) 
VOIPFUTURE GmbH.

Voipfuture Qrystal
Qrystal provides communication service providers, wholesalers, enterprises, call centers and cloud-based voice providers with unique, dual visibility monitoring capabilities for analysing both SIP and RTP packets.

Unlike other solutions, Qrystal provides visibility into both control and media plane. This way, you get the full picture of in-call user experience, all in one place.

Voipfuture’s patented technology automatically identifies typical impairment patterns, allowing you to reduce the time it takes to fix problems.

13.) 
Xdroid

Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly.

Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better.

Analytics knowledge is the backbone of our development team. Years of experience in developing high-tech software for contact centers of financial institutions, utility companies, telecom operators, etc., give us an incredible edge.

We help you to predict and anticipate in an uncertain and turbulent environment. Communicate better.
 

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