The Ritz-Carlton is famous for anticipating the needs of their guests, winning dedicated lifelong customers in the process (and getting some pretty great press). How do their employees achieve the impressive task of providing guests with what they need before they ask for it, or even think of it? By making it a priority: “Anticipation and fulfillment of each guest’s needs” is part of their Three Steps of Service.
Although Ritz-Carlton’s legendary service certainly sets a high bar, there are many ways for businesses big and small to fulfill unexpressed customer needs, without the aid of a Ritz-Carlton-sized budget. At Ruby® Receptionists, we call it Giving Them What They Don’t Even Know They Want, and it’s the second-highest level of our Ruby Service Pyramid. (If you missed our recent blog posts detailing each level of the Ruby Service Pyramid, you can catch up by starting here.)
Just like Ritz-Carlton, surprising and delighting customers is an achievable goal for any business that makes it a priority. Here are three ways to start enriching your customer experience with the unexpected:
Listen to what your customers tell you, and what they don’t tell you. A pause, a change in tone of voice, a facial expression, a sigh, or a casual-seeming “Hmmmm” can all be signs that your customer wants something they aren’t asking for. Take hesitation as your cue to proactively offer solutions. No mind-reading necessary—if you’re not sure, take a guess!
I’d be happy to see if we can expedite your shipping time—would that be helpful?
Why don’t we finish these forms later—how does that sound?
How about I meet you before the presentation so I can answer any last-minute questions?
Even if your guess misses the mark, it’ll provide a jumping-off point for a deeper conversation, and encourage your customer to disclose a bit more.
What does your typical customer journey entail? Walk yourself through it, and as you do, ask yourself what you’d like to experience if you were a customer. What could make it easier, more efficient, more pleasant? It may be as simple as providing water and coffee in your break room, including driving directions in any correspondence, or keeping tissues within customer reach during cold and flu season. Don’t underestimate the power of little niceties—the comfort they provide can make the difference in your customer’s day.
Use common requests as an opportunity to refine your customer experience. If there’s something new customers often ask for, start delivering it proactively. Pay attention to seasonal trends, and use them as opportunities to show customer appreciation. An uptick product sales around the holidays might prompt you to offer a discount, for example. As you develop relationships with customers and learn more about them, use that knowledge to guess their next steps, and provide them with what they’ll need before they get there.
When you make it a part of your standard customer experience, anticipating the needs of your customers gets easier over time—and it never gets less fun. Giving customers what they don’t even know they want is one of the most rewarding aspects of being on the Ruby team. As excited as our customers get when met with a well-designed surprise, we’re just as thrilled, if not more so. Nothing feels better than brightening someone’s day, and nothing goes farther in building a strong customer relationship. If you invest the effort to fulfill unexpressed needs, prepare to be as delighted as your customers.
Publish Date: September 13, 2016 5:00 AM
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.
|2.)||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.
|3.)||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.
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-...
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.
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.
InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.
Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
|8.)||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
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...
|Webinar: The Secret to Attracting and Retaining Customers||October 12, 2016 5:00 AM|
|What Does it Mean to Be a Customer Service Champion?||October 5, 2016 5:00 AM|
|3 Overlooked Soft Skills that Set Your Customer Service Apart||September 15, 2016 5:00 AM|
|WOW Customers by Delivering the Unexpected||September 13, 2016 5:00 AM|
|Emotional Intelligence: The Customer Service Super Star||August 16, 2016 5:00 AM|
|Webinar: The Insider’s Guide to Hiring a Virtual Receptionist||August 11, 2016 5:00 AM|
|How Consistency Carves a Pathway to Legendary Service||August 9, 2016 5:00 AM|
|Webinar: How to Create Raving Customers that Grow Your Business||August 4, 2016 5:00 AM|
|Before the Phone Call: How Content Marketing Can Help Build Leads||August 2, 2016 5:00 AM|
|8 More Telephone Touchpoints for Delighted Callers||July 19, 2016 5:00 AM|