Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Personalization Basics in Voice-Based Customer Service - Plum Voice - ContactCenterWorld.com Blog

Personalization Basics in Voice-Based Customer Service

One of the appealing aspects of the bar Cheers was that it was a place where everyone knew your name. A friendly face that knows your preferences doesn’t just make you feel appreciated, it’s also more efficient. Forget the formality, this type of personal attention lets you cut right to the heart of the matter and get things done quickly.

Delivering this type of personal service is easy for a small business with a small client base, like a bar. But large enterprises with thousands of customers can scale this experience to fit their needs as well. That’s what customer relationship management (CRM) software does.

What Is Personalization?

Personalization is the use of customer-specific information to create custom communications tailored to individuals. No doubt you’ve received an email from a major corporation that included your name in the greeting or the subject line. That’s an example of personalization.

In this space we’re talking about personalization in voice-based customer service. What does that mean? Broadly speaking, personalization allows you to use virtually any piece of customer data to improve customer experience. A couple of examples will provide some clarity.

  • You call your insurance company, and after the interaction you are presented with the option to send information to either your address or email on file.
  • You call your bank, the system recognizes the phone number you’re calling from and gives you options based on your recent banking activity.
  • You purchase something at your favorite store shortly afterward receive a text message asking for feedback about that specific item.

How Does Personalization Work?

There are a few different steps involved with getting personalization to work. First, is identifying the caller. Second, is figuring out what data to use and how to use it. Third, is presenting that data in an effective way using a voice application.

For any automated voice application to be able to provide personalized service it needs to be able to identify the caller. There are a few different ways to do this. One is using automatic number identification (ANI). This is a backend process that passes the phone number of the incoming call to the interactive voice response (IVR) system. The IVR can then cross-reference that number with the phone numbers in the company’s CRM, which is where most companies keep customer data.

Other ways to verify caller identity include, having callers enter an identification or account number, or through voice biometrics.

Once the voice application verifies who is calling it can then tap into the company’s CRM to pull out any relevant information for that individual. That can be anything as basic as their name and address. Or it could be a bit more complex, like looking at their past ten interactions with the company and suggesting options based on past activity.

The point is that once a call is linked with an individual customer it’s possible to continuously query the CRM for personal data throughout the call. Naturally, this will vary depending on what your company is trying to accomplish.

Voice-based communication doesn’t have to be one-way though. One of our examples highlighted the use of text messaging. Imagine that a big retailer wants to in-store customer experience. In this case a customer, we’ll call him Steve, makes purchase, which updates his CRM data with his most recent transaction.

The transaction triggers an action that can vary depending on how the business logic is set up. It’s possible for the voice application to query the CRM, or for the CRM to simply push the appropriate information to the voice app. In this case, the process finds the Steve’s mobile number and the name of the product he purchased. Before Steve gets to his car, he receives a text message:

“Steve, we hope you enjoy your new Apple iPod. From 1-5 (low to high), how would you rate your shopping experience today?”

Steve can then respond via text, and his rating goes into the CRM where it can be used for analysis.

Why Personalize?

There are many reasons why companies would want to personalize communications with customers. For example:

  1. Increase engagement: Customers are more likely to engage with communications tailored specifically to them.
  2. Improved efficiency: Understanding what customers want and giving that to them that in a timely fashion speeds up transactions. Quick turnarounds make customers happy.
  3. Foster loyalty: Ensure that customers don’t feel like a face in a crowd. Couple that with fast service and you earn greater trust and loyalty from your customers.
  4. Better customer experience: The combination of all of these factors result in a better customer experience. In an era where customer service is a major differentiator, providing great customer service can’t be overlooked.

Source: http://www.plumvoice.com/resources/blog/personalizing-voice-customer-service/

Publish Date: June 22, 2016 5:00 AM


2020 Buyers Guide Customer Relationship Management

 
1.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

2.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

3.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.
PH: 96386615

4.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.
PH: +44 345 0181 070

5.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
PH: 3854343250
 



View more from Plum Voice

Recent Blog Posts:
Bring Your Own Telecom: Is it Worth Doing?July 26, 2018 5:00 AM
Visa Verified: Plum Voice Secures a Listing on Visa’s Global Registry of Service ProvidersJuly 12, 2018 5:00 AM
What You Need to Know about Poor Call QualityJune 7, 2018 5:00 AM
Fairly Allocate Call Transfers to Multiple Contact CentersMay 17, 2018 5:00 AM
Making Natural Language Processing Feasible with Artificial IntelligenceFebruary 8, 2018 5:00 AM
Outsourcing or DIY? Find the Right IVR Development ApproachNovember 30, 2017 5:00 AM
IVR That Saves $5M per MonthNovember 16, 2017 5:00 AM
The Limitations of Speech Rec & How to Combat ThemNovember 2, 2017 5:00 AM
Why Not All IVR Software Is Created EqualOctober 17, 2017 5:00 AM
How to Get More From Your IVR with Artificial IntelligenceSeptember 28, 2017 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 13659 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =