More and more customers are choosing to use low friction channels as their point of contact for customer service. Chat, which includes automated chatbots and interfaces to chat with live agents, is perhaps the most suitable of all such channels.
What is the one thing your customers want more than anything else when it comes to customer service?
They want to obtain a relevant, accurate and complete answer to whatever the question is that they have. They want to do it the first time they contact you. And, they want to get on with their lives.
Abandonment rates from customers who have a question that they are unable to have answered are high. It is also a fact that the vast majority of customers say that the most important aspect of good customer service is a company that values their time in the same manner that they do.
Understanding this, it’s no wonder that a growing number of customers are seeking to leverage self-service and agent-assisted digital communication channels for their customer service needs. These are the channels that offer the least amount of friction.
Perhaps the most notable of the low friction channels is that of chat which is rising in popularity all the time. In fact, according to the Dimension Data Global Contact Center Benchmarking Report 2016¹, Web chat experienced a year-over-year rise of 33.8%.
This is not all that surprising, since the same report points out that average wait time for a response to an e-mail contact is 299 minutes, while for social media it is 78 minutes. Web chat, in contrast, averages four minutes in comparison.
The beauty of chat, as far as the customer is concerned, is that they are able to quickly get to their answer, without first having to navigate an arduous interactive voice response (IVR) menu.
Another key benefit is that it enables them to resolve their challenge in near-real time, which harks back to their desire to not waste their valuable time. Most people today are adept at communicating via text and short messages, which means that live chatting with a company is not all that different to texting with a friend.
People like to multi-task when they can, and chat provides them with just such an opportunity. Instead of feeling as if they are wasting time trying to resolve an issue, they can do other things while in the midst of such a chat.
Remember that while chat offers customers many advantages, all of these will be worth nothing if the agent handling the contact is unable to resolve their problem effectively and rapidly.
This means that your agents need to be well trained, and properly equipped to perform at their absolute best so that they can provide the client with the necessary clarity, ease, and simplicity that today’s consumers expect.
Also, ensure agents have a complete view of the customer. When they make contact with the client, they need to already have a complete, contextual understanding of the customer’s previous transactions, calls and issues, so that they are well-informed and ideally positioned to reliably solve the customer’s queries.
For most contact centers, delivering the highest level of customer service requires that you properly manage your different channels. If you are going to add chat, whether it be automated or not, you will need to ensure that your agents are skilled in handling or assisting this particular channel. Of course, automated chatbots often require far fewer agent skills.
Ultimately, most contact centers will be unable to effectively offer every contact channel that customers’ demand, as this will dilute resources too much.
The best approach is to concentrate on just a few channels so that you can serve your customers at a high level. In the end, offering a channel like chat as your low friction channel, rather than as just one of several such options, will likely not have a major impact on your customers. They will naturally choose the available channel that they feel will be both easy and effective.
There is no doubt that chat is truly a win-win scenario. From the client side, it gives your customers exactly what they are demanding, namely lower-friction access to fast, personal service.
At the same time, it can be a goldmine for your organization, as it affords the opportunity to gather a host of digital insights that will allow you to craft a smoother customer service experience for both your agents and your clients. Done right, chat will deliver the kind of fast, easy-to-use and simple service that your customers will love.
Publish Date: November 2, 2017 5:00 AM
|1.)||Call Center Masters|
Giving consulting services to call centers
|2.)||CC-CMM Certification Institute|
Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
Call Centers, Contact Centers and Cloud Solutions Consultancies
|5.)||Customer Support Asia|
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition
We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
PH: +1 919 446 5114
Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.
Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
PH: +61 3 9008 7287
|7.)||ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)|
Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations
PH: (416) 498-9440
|8.)||Lieber & Associates|
Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
PH: 08450 569800
|10.)||Outsourcing Solutions Europe|
Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers
We can help You boost Your business results by:
- Building or developing high performing multi-channel customer care operations
- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions
- Developing Your teams' skills to excel front and back-office operations and Customer relations
- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach
- We will help You manage challenges and risks when changes affect people, operations and technology.
|12.)||SCC Services Group|
Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.
Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.
Our consulting practice puts emphasis on:
- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
|13.)||The Taylor Reach Group|
Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
|14.)||Triad Services |
Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
|5 Ways Intelligent Automation optimizes customer AND agent experience||October 18, 2019 5:00 AM|
|What's a Multimodal Customer Experience?||October 15, 2019 5:00 AM|
|Why Isn't Natural Language Understanding...Natural?||August 29, 2019 5:00 AM|
|Interactive Video: The Rise of RPA Bots in Customer Service||August 28, 2019 5:00 AM|
|Your Front is different than your Back||June 6, 2019 5:00 AM|
|Obstacles Contact Center Agents Come Across During Interactions||May 23, 2019 5:00 AM|
|Smart Solutions Resolve Call Center Operational Issues||May 21, 2019 5:00 AM|
|Companies Push for Digital to Enhance Customer Journey||May 16, 2019 5:00 AM|
|Companies Use AI to Enhance Customer Service Experience||May 14, 2019 5:00 AM|
|Has Intelligent Assistance entered the trough of disillusionment||April 11, 2018 5:00 AM|