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Digital Strategy: 5 Best Practices to Improve Customer Service - Jacada - Blog

Digital Strategy: 5 Best Practices to Improve Customer Service

Digital Strategy: 5 Best Practices to Improve Customer Service

Today’s digital landscape has ushered in a new age in customer service. As companies use digital interfaces to engage with customers and build relationships, customer interactions are spanning across an ever-expanding array of touch points, with customers often using various channels in the quest to get the service that they need when they need it. Indeed, customer service is the new battleground, and while it is full of challenges, it’s also full of opportunities for companies that have a strategic plan for their digital customer experience. In fact, Gartner predicts that by 2018, more than 50% of organizations will redirect their investments to customer experience innovations. Before you determine your strategy, however, here are 5 practices to keep in mind:

Foundation: Establishing the Right CX Culture

At the heart of any digital strategic planning to improve the customer service experience is to first foster a company culture that nurtures the hearts and minds of those responsible for that service. Hiring the right people behind the technology, starting with cross functional team leadership and establishing a people-oriented attitude from the beginning is the best way to ensure that such an attitude is transmitted to your customers. In addition, companies must emphasize training the necessary skills to transform visionary thinking into actual practice. These skills certainly extend to the CX arena where some companies today are even training their digital CX teams in soft skills like storytelling and facilitation to reach the heart of the customer himself.

Automation: Proactively Addressing Your Customers’ Issues

Traditionally, customer service is thought of as a mostly reactive function, with the goal being to pacify or inform customers only after they have initiated some kind of complaint or question. However, reaching out to contact to a customer before a problem arises can make all the difference in operational effectiveness. Today, the analytics provided through marketing automation and customer engagement management can reveal where processes are failing or succeeding in use of a service or product. This information can be used to maximize engagement continuously in real time, according to the customers' changing needs, and enable companies to proactively address the customer issues before they become a major problem.

Unification: Taking a 360-degree Approach to CX

Today, customers engage with their brands through more channels than ever before. At the same time, many companies are struggling to keep pace with the growing complexity of digital experiences, as well as consumer expectations to seamlessly move between these various touch points. In fact, Aberdeen Group Inc. claims that companies with the strongest “Omni-channel” customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak Omni-channel strategies. However, while customers may accept different service levels from different channels, they expect the communication to remain consistent, and that creates a real challenge. Indeed, this multi channel customer experience necessitates taking a "360-degree view" of each person and is a vital strategy for connecting that person's multi-channel experience with your particular brand.

Customization: Providing the Essence of Customer Service

Despite the increase in self service applications, many people still seek personal attention in their customer service. They want to feel like they are dealing with other real people who are invested in solving their issue, not impersonal brands. The pursuit of digital innovation needs to contain at its core an awareness of how it can be applied to optimize customer service through the ability to relate to the unique wants and needs of each individual customer. Instead of focusing on what the technology can do and then formulating the customer service strategy around it, companies need instead to define the optimal digital customer service experience, including maintaining its personalization, and then identify what tools and software are needed to make it happen.

Centralism: Creating Consistent Customer Experiences

As companies offer digital experiences on such a wide variety engagement platforms, the challenge of effectively managing all those touch points is becoming increasingly difficult, and costly. Especially for large scale companies, providing a consistent customer experience across a variety of digital channels is essential, and without an effective means of quality control, errors are bound to happen. That’s why, for example, many companies are turning to SaaS Digital Quality Management (DQM) platforms that can integrate with their current web content management system (WCM), and which provides centralized control of content and messaging across their entire digital landscape based on pre-defined criteria. Centralized management across all digital touch points ensures a consistent customer experience, and brand integrity.

Customers these days have more power and choice than ever before, so keep these practices in mind to leverage your customer service and drive brand loyalty. That choice is up to you!


Publish Date: February 22, 2017 5:00 AM

2020 Buyers Guide Speech Technology


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872


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)
PH: +61404697151


Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

MattsenKumar LLC

SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310


Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis

All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
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