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Valentine’s Day and the power of emotion in customer service - Nuance - ContactCenterWorld.com Blog

Valentine’s Day and the power of emotion in customer service

Today is Valentine’s Day. Though often associated with boxes of chocolates and grand gestures, it’s more importantly a day when we all stop and show appreciation for the loved ones in our lives. From wives and boyfriends to secret admirers and school crushes, Valentine’s Day is about celebrating relationships of all kinds.

But companies often forget that they have a relationship with each of their customers. Just as communication and empathy are critical between significant others, those same principles also apply to business relationships. Emotion is becoming an increasingly critical part of the customer experience. A recent Forrester report states, “Customers who experience disgust, anger, or a feeling of neglect during a brand interaction are about eight times more likely not to forgive that company.” The feelings consumers have toward a company can directly impact key metrics such as spend and loyalty. It’s therefore essential to foster a positive emotional connection between brands and customers.

Easier said than done, right? Wrong! Here are three things your business can be doing right now in order to build emotional bonds and drive deeper customer loyalty.

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We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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Leverage artificial intelligence

In order to drive positive emotions, enterprises need to create systems that listen to and understand consumers. People want to feel like they’re being heard and that their time is valued, but too often companies put customers through the wringer with frustrating and repetitive processes. Businesses should consider conversational AI that listens to customers and provides personalized, relevant information to complete tasks. Conversational AI captures and predicts the intent of conversations, allowing customers to resolve issues with ease. Additionally, AI systems are intelligent enough to detect when certain cases should be escalated to a live agent, ensuring customers reach the most appropriate channel as quickly as possible. Artificial intelligence makes it easy for customers to get what they need, which leads to an increase in positive emotion.

Provide an omni-channel experience

Customers are using more channels than ever to reach businesses - everything from apps to text messages. But to keep people happy, consistency is key. It doesn’t matter if a customer is on a messaging app or calling the IVR, they expect the same experience in every channel and they don’t want to repeat information they’ve previously provided. Omni-channel platforms connect customer service channels, carrying context from previous interactions and saving consumer preferences, which allows customers to seamlessly move from channel to channel. Consumers benefit from fast and effective interactions across all channels, resulting in increased customer satisfaction and loyalty.

Offer self-service options

Whether it’s the rise of a “do-it-yourself” mindset or general fatigue of inadequate automated systems, we’re seeing a craving for self-service options. When possible, customers want to solve issues on their own. By leveraging virtual assistant technology, businesses can weave in self-service capabilities across channels. Not only does this empower customers to resolve their own problems (thereby increasing customer delight), it reduces operational costs along the way.

Valentine’s Day is a chance to get in touch with your emotions. But don’t forget to pay attention to customer emotions too. Your business just might thank you for it.

Source: http://whatsnext.nuance.com/customer-experience/power-of-emotion-in-customer-service/

Publish Date: February 14, 2017 5:00 AM


2020 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800

4.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

5.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

6.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier
PH: 213-943-2023
 



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