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Servion - ContactCenterWorld.com Blog

There are no jet skis to reach your customer

There are no jet skis to reach your customer

I must confess, every time I am in front of an audience, I get a little nervous. No, I don’t have stage fright, I really do enjoy speaking and that sometimes can become tricky.

Last week I had an opportunity to moderate a discussion at the Nasscom Marketing Open House in Chennai. My job was to uncover the key challenges brand marketers face while driving demand for their products and services.

At the end of my 50-minute discussion, an overwhelming majority of the audience felt ‘picking the right channel’ was their biggest roadblock. Conversely, many of them believed that they really knew their customers very well. When I tried to correlate the two and dig deeper, one person vociferously expressed that I shouldn’t ‘complicate’ a simple channel dilemma by relating everything to the ‘customer’. In her opinion, the channel had nothing to do with the customer.

A few days back, in my previous blog post, I had shared my anxiety over the insurance industry spending more time reaching me through different means, than understanding me as a customer. While I finally did renew my insurance, I chose a person who didn’t bother me too much, someone who respected my preferences and made me feel special. I must confess they weren’t the cheapest.

As I summed up the conversation at the open house, I kept my personal opinion reserved. As marketers, we all just want quick fixes.

Shouldn’t anything and everything we do as marketers circle back to the customer? Shouldn’t we as marketers be more buyer-centric than ever before? To drive demand or to just be an effective marketer, we should first align our marketing strategy, i.e. the people, process, content, technology & data, to the customer.

Marketing offers no jet skis to reach your customer. If you face a campaign effectiveness challenge – the problem is not with the choice of the channel alone, chances are that we haven’t understood our customers as much as we ought to. Like someone once told me, who wants a holistic ayurvedic treatment that takes forever to heal.  We all just want a magic pill that kills the pain overnight; and if it causes side effects, we’ll take another pill for it.

Vimal Abraham heads the global marketing team at Servion. He is also an avid traveler, photographer and marathoner.

Follow him @vimalabraham 

Connect with him on LinkedIn.

Source: http://servion.com/blog/?post_type=post&p=348

Publish Date: May 18, 2016 5:00 AM


Just a bit of that human touch

Just a bit of that human touch

In a near future, with the development of automated and predictive intelligence that is revolutionizing the IVR based customer service industry, some of us – the Sarah Connors of the world, would find some comfort in experience a human touch to make us believe that the brands really care as much as they claim to do.

Many millennials, though we unapologetically exploit technology to our maximum benefit, often dislike the robotic voice that attempts to serve us better only when self-service has eluded us in the first place. Not that we don’t love bots because we do. But what we love more, is an actual human on the other end genuinely wanting to help us because we have been loyal to the brand. It is known that millennials can recite brand names and take personal pride in flaunting them. For such walking and talking brand advocates,  enterprises need to go the extra mile by lending a personal customer care through an actual human being.

We do accept that human interaction is expensive and time-consuming, with other unavoidable prevalent limitations. But with few upgrades to the existing IVR technology and contact center infrastructure, enterprises can take it to the next level.

Here are some ways to lend a personal touch in today’s automated world of customer experience:

  • Inculcate sustainable service culture and ensure consistent customer experience across all channels
  • Empathy towards the emotional inconvenience of the customer and seeing issues through the eyes of the customer
  • Offer a better human service by asking the right questions after understanding the customer journey pain points. Adding personal touches to the conversation will be a bonus.
  • A direct call from agents or even better a video call when issues escalate, it is an opportunity to show customers how valuable they are and how much the enterprise will go to assist them
  • A quick follow up, though seemingly a small task can lead to a favorable impact on customers and can increase the satisfaction quotient by a notch

Though technology eliminates the aspects of human error, going forward – the key differentiator in the customer experience space would be to provide an exceptional human touch when dealing with the customers. Given, when Skynet takes over, we will have hope that a Terminator will give us – the Connors – some comfort.

Archana builds content for Servion. She is also a travel enthusiast. When not writing, she juggles between her Canon 7D and her Kindle.

Tweet out to her @archusangili or connect with her on LinkedIn.

Source: http://servion.com/blog/?post_type=post&p=334

Publish Date: May 16, 2016 5:00 AM


Your package has been delivered...

Your package has been delivered...

Was life simpler when we weren’t distracted / bombarded with virtual stores?

It’s a tough question to answer. After all, smartphones and mobile applications go hand-in-hand as far as our purchasing decisions are concerned. The advent of social media platforms and e-commerce engines along with our dependencies on search engines has made it clear. The technological gap and connectivity between customers and businesses has reduced from a line to a dot.

Considering the mass digital consumption of services, has customer experience changed drastically as opposed to when it was delivered from brick-and-mortar stores?

To gain more insights, we first need to understand the philosophy of digital customer service. For instance, let’s take a look at online shopping and the many purposes it serves:

  • Convenience of shopping
  • Research to aid buying decisions
  • A hobby to get through the day and a stress-buster

In this case, customer satisfaction is more than a marketing strategy. Because it’s not just hassle-free shopping made fun and easy for any age group. It is a holistic experience. There are several moving parts to it. One has to ask – does the brand have a user-friendly website/ application? How timely and effective is post-sales support?

For instance, if I order a package, I check the status of the transaction around 8-10 times a day. And if the delivery happens earlier than it should, I am a happy customer.

With the level of transparency between the customer and the seller being negligible, I often know the minute details in the transaction through the tracking system. As an example, when I ordered a package, I was informed of a delay in shipment with the reason being a break down in the carrier van. This not only created a delight in my user experience but also increased my loyalty towards the next purchase from the very same store.

Suffice to say, the tracking system designed for package navigation is a major part of my customer experience.

E-commerce is here to stay and it will continue to shape the way customer experience is delivered.

And I ask you, has your loyalty increased towards e-commerce portals because of similar forms of customer experience?

Roshini is a marketing professional at Servion Global Solutions. She creates powerful content and the visual elements that go along with it. She goes by the Brene Brown quote “Creativity is the way I share my soul with the world”.

Follow Roshini on Twitter @rosh3006
Connect on LinkedIn.

Source: http://servion.com/blog/?post_type=post&p=324

Publish Date: May 11, 2016 5:00 AM


Customer Information Unified

Customer Information Unified

“Sir, please give me a moment, I’m just pulling up your details”

“Sure”

(whispers in the background) “which application has his recent card payment details?”

“that one, yes”

Just a moment sir, your details are loading”

“Sure. In the meanwhile, can you also tell me what billing address is registered for the card?”

“Sure sir, give me 5 minutes”

5 minutes later.

“Thank you for holding the line, the address is…”

And so goes another 10-minute conversation with a customer service representative on the phone. They sound delighted to call out the customer’s name and thank them for calling from their registered mobile number but those were probably the only details they had on screen. The rest of the details seemed to be locked up in physical files that they had to scavenge.

While politeness definitely helps calm the nerves of a customer, unnecessary delays due to ‘getting details’ can be quite unnerving. Any ‘valued’ customer of an organization would love to have information pulled up immediately and with minimum wait time. This will make them have a better opinion of the organization they buy from and want to use self-service through phone more often. They will also be probably more inclined to hear out a tele calling offer from the organization in a kind of reciprocal altruism.

But why is it that the customer agent takes forever to get details? The answer is usually that information is placed in different applications and the agent has to generally toggle between these to give an answer to a query. This obviously means that an organization needs to spend time training each agent in each application. What would make the difference to the end customer is if all this information were available in one unified screen.

This screen would ideally link all data available from every channel the consumer uses and present it to the agent. This would ensure that the agent has all the details required to address an issue. It would also help an agent identify cross-selling or up-selling opportunities according to the consumer’s past buying data. Rather than toggling between screen, such a desktop would ensure that the time taken to pull up data is minimized.

What this ultimately results in is quick first call resolution, shorter wait times and definitely more loyal and happier customers. After all that is what customer service is all about.

Source: http://servion.com/blog/?post_type=post&p=308

Publish Date: May 10, 2016 5:00 AM


Saving the day at the eleventh-hour

Saving the day at the eleventh-hour

I believe many of us as customers have had to run to brands for an eleventh-hour rescue operation. Like that frantic gift picking for your significant other on Valentine’s Day or those last minute travel tickets for your parents, which you forgot to book earlier.  We have all been there, done that.

During one such personal emergency, I was able to completely grasp and appreciate the true meaning of exceptional customer experience. I needed a quick fix. A minimalistic cosmetic solution for a day to attend my cousin’s wedding. And so, I went to a cosmetic counter at a one-stop shop.

Turned out that in the new pack – the pump of that bottle was a little hard. But the salesperson happened to have only one of its kind in the desired shade. She refused to sell the bottle to me, mentioning the difficulties I might face with it. I really appreciated her for caring about my convenience and my money – about their customer.

I could have easily moved to another counter, but I didn’t.

She brought out two key points that her brand had not presented to me – that they care about the customers and consequently, take every opportunity to reaffirm the same. Eventually, not only I did I get a better product, I walked away with a complimentary gift. She also noted the issue as feedback. I was delighted. Today, I would proudly recommend the brand to friends and family.

The takeaway from this is simple.

Whether you are a B2B or B2C, the credibility of living up to the brand promise, the assurance of delivering exceptional customer interactions and capability in showing customers that you care can be truly demonstrated in the hour of a crisis. That’s when it matters most.

Saving the customer’s day at the eleventh-hour.

Now, how can brands deal with this moment of truth? Is it through staying ahead of times or by taking out time to understand and resolve customer needs? Well, I think that it has to be a combination of the two.

At leisure, customers may opt for new brands but under pressure, one will certainly go with the gut: the brands they trust. And getting your customers to trust you at the eleventh hour is the culmination of every interaction you have had with them.

Archana builds content for Servion. She is also a travel enthusiast. When not writing, she juggles between her Canon 7D and her Kindle.

Tweet out to her @archusangili or connect with her on LinkedIn.

Source: http://servion.com/blog/?post_type=post&p=290

Publish Date: May 5, 2016 5:00 AM


The quickest way to a customer’s wallet is through his heart

The quickest way to a customer’s wallet is through his heart

I was annoyed, aggravated, and angry. “Stop. Listen, do you even care about what I need! Oh I’m sorry, I didn’t realize you an expert who decides on who I should be”. I just couldn’t hold back this time – it was probably the 28th call this week from yet another car insurance renewal agent.

This is a familiar story of what lies behind the mental trauma you go through every time your car insurance is up for renewals. It seems like your number has been paged to a million insurance agents. Now, they are all chasing you like hounds do a rabbit in an open field. You have nowhere to hide.

————————————————————————————————————

What makes matters worse is that agents are often poorly equipped to communicate with courtesy. For instance, what is the probability of Hindi being a language of choice for someone from Chennai with a distinctly south Indian name? Why do they think that I want to speak to them when I haven’t answered their calls in three days? Exactly how difficult is it to track my preferences when I’ve been a car owner for over 15 years?

It is disheartening to see industry leaders not investing much in understanding ‘who the customer is’ rather than ‘what the customer might need’. It is unfortunate that in the age of analytics, brands merely track our propensity to buy, instead of focusing on designing a great service experience.

I hope that things change, and these insurance companies and brokers realize that delivering a consistent and rewarding experience is the only way to earn my loyalty and respect.

I also believe in it strongly because I work for a company that has been built on the understanding that exceptional customer experience starts at design. And it is about anchoring that design to something unique to the brand. We have been helping global players deliver on their promises by giving them the power of effortless customer experience.

After all, every brand is unique. Therefore, customer experience must be tailored to bridge the gaps and enhance its market value.

Vimal Abraham heads the global marketing team at Servion. He is also an avid traveler, photographer and marathoner.

Follow him @vimalabraham 

Connect with him on LinkedIn.

Source: http://servion.com/blog/?post_type=post&p=237

Publish Date: May 4, 2016 5:00 AM


CX - a dish best served piping hot!

CX - a dish best served piping hot!

On the first day at business school, I heard the statement ‘the customer’s perception is your reality’.  Immediately, a stream of thoughts crossed my mind. Any business or service must attract customers through sales and marketing campaigns, turning them into brand loyalists.

For instance, restaurants, today, have incited a frenzy of customers because of the hugely popular Julie and Julia, Masterchef and Cooked. These successful businesses build their brands by not just meeting customer expectations but surpassing them.

For me, the first few minutes in a restaurant make or break the expectation.

Whenever I sit in a crowded restaurant, it always seems like a herculean task to get the attention of a waiter. Even though the food may compensate for it, I am still left disappointed. It’s because I expect service to be the part of the overall experience.

On the contrary, when the waiter steps up to the plate and offers a great experience, it instills a sense of pleasure in me, giving me another reason to visit. He is not just an employee of the brand, he is their advocate. And I am not just a customer. I am a brand ambassador.

————————————————————————————————————-

There are two perspectives through which this can be interpreted.

From the customer’s mind 

A customer has expectations of the business at the start of any interaction. These are based on past experience. With the rise in customer expectations, the social gap has tremendously reduced. This has been helping brands connect with their customers. Thus creating a need for personalized interactions through various touch points.

It is at this point that businesses must re-learn what the Bill Gates, the founder of Microsoft had said. “Your most unhappy customers are your greatest source of learning”, and this is how better experience can be studied, tested and provided.

From the business’ drawing board

In every interaction, irrespective of the channel, there lies an unconscious but defined objective – to keep the customer happy. But how often are customers satisfied with the experience?

Despite technology playing a key role in driving proactive customer experience, businesses still deal with unfinished conversations and unsolved problems that ultimately make customers unhappy.

Like Tony Hsieh (CEO – Zappos) said, “Customer service shouldn’t just be a department; it should be the entire company”.

Given that I am fairly new to the domain, it has left me with many questions. And I leave you with one.

What do customers perceive to be ‘happiness’?

Roshini is a marketing professional at Servion Global Solutions. She creates powerful content and the visual elements that go along with it. She goes by the Brene Brown quote “Creativity is the way I share my soul with the world”.

Follow Roshini on Twitter @rosh3006
Connect on LinkedIn.

Source: http://servion.com/blog/?post_type=post&p=260

Publish Date: May 3, 2016 5:00 AM


Waiting for customer experience...

On the first day at business school, I heard the statement ‘the customer’s perception is your reality’.  Immediately, a stream of thoughts crossed my mind.

Any business or service must attract customers through sales and marketing campaigns, turning them into brand loyalists.

For instance, restaurants, today, have incited a frenzy of customers because of the hugely popular Julie and Julia, Masterchef and Cooked. These successful businesses build their brands by not just meeting customer expectations, but surpassing them.

For me, the first few minutes in a restaurant make or break the expectation.

Whenever I sit in a crowded restaurant, it always seems like a herculean task to get the attention of a waiter. Even though the food may compensate for it, I am still left disappointed. It’s because I expect service to be the part of the overall experience.

On the contrary, when the waiter steps up to the plate and offers a great experience, it instills a sense of pleasure in me, giving me another reason to visit. He is not just an employee of the brand, he is their advocate. And I am not just a customer. I am a brand ambassador.

———————————————————————————————————————

There are two perspectives through which this can be interpreted.

From the customer’s mind 

A customer has expectations of the business at the start of any interaction. These are based on past experience. With the rise in customer expectations, the social gap has tremendously reduced. This has been helping brands connect with their customers. Thus creating a need for personalized interactions through various touch points.

It is at this point that businesses must re-learn what the Bill Gates, the founder of Microsoft had said. “Your most unhappy customers are your greatest source of learning”, and this is how better experience can be studied, tested and provided.

From the business’ drawing board

In every interaction, irrespective of the channel, there lies an unconscious but defined objective – to keep the customer happy. But how often are customers satisfied about the experience?

Despite technology playing a key role in driving proactive customer experience, businesses still deal with unfinished conversations and unsolved problems that ultimately make customers unhappy.

Like Tony Hsieh, the CEO of Zappos, said “Customer service shouldn’t just be a department; it should be the entire company”.

Given that I am fairly new to the domain, it has left me with many questions. And I leave you with one.

What do customers perceive to be ‘happiness’?

Roshini works in the Marketing team at Servion and creates awesome content & designs. You can follow Roshini on Twitter @rosh3006 or connect with her on LinkedIn.

Source: http://servion.com/blog/?post_type=post&p=247

Publish Date: May 1, 2016 5:00 AM


Digital + Customer Experience = Winning formula for today's business

Digital + Customer Experience = Winning formula for today's business

‘Digital Customer Experience’ is a concept that combines two driving forces of transformation for businesses in today’s hyper-connected, social and mobile world. While ‘Digital’ has transformed processes that impact every part of an Enterprise’s functioning – lowering costs and reducing turnaround times,  it has only magnified the importance of Customer Experience as the key differentiator for today’s businesses.

Part of the concern with ‘Digital’ has been a perceived move away from personalized interactions between the business and its customer replacing it with a more ‘robotized’ interaction with apps. self-service portals and automated workflows. This has impacted the quality of personalized and intimate Customer Experience that the business offers. However, ‘Digital’ need not mean impersonal – in fact, done correctly ‘Digital’ should help offer a more personalized, contextual and satisfying interaction between the customer and the business with the optimal mix of self-service, automation, and proactive human reachout.

‘Digital’ shouldn’t minimize the need for human interaction. Instead, it should change the ‘direction’ of human interaction – from the customer calling a customer service channel when he/she faces a problem, to the business discovering issues, problems and concerns and proactively reaching out to the customer to resolve issues before escalation.

—————————————————————————————-

The technologies for such change are available today – they consist of tools for social monitoring, leveraging big data for analyzing customer behavior in real time, Internet of Things (IoT) for discovering issues in networks, devices and from other sensors and a host of other tools. What’s lacking though is a cohesive strategy to put these tools in action to achieve a definitive Customer Experience enhancement goal.

At Servion, we have been helping customers across geographies and industries make the right decisions for enhancing the Experience they offer to their Customers. Our structured approach to optimizing and prioritizing investments in technologies and processes have lead to enhanced brand equity and reduced customer churn.

I welcome fellow Customer Experience practitioners for a dialogue on harnessing emerging Digital tools and technologies, combined with best practices and processes with the singular objective of enhancing Customer Experience.

Sanjay Kalra is Vice President & Head – Business Development & Client Relationships, Professional Services, Product Engineering & Digital Services in the North America region. You can follow Sanjay on Twitter @sanjaykalra or connect with him on LinkedIn.

Source: http://servion.com/blog/?post_type=post&p=190

Publish Date: April 28, 2016 5:00 AM


Customer Experience served up!

Customer Experience served up!

A steaming cup of coffee served with a pleasant smile is all it takes to up your ante at work.  You may have piles of work to finish, a meeting to attend, a conference call to make, but whatever it is, your day at work doesn’t start unless there is coffee at the table. Well, a day at our Chennai office doesn’t start without Chinna Samy (Chinna – the office attendant) around.

The coffee may be strong or light or just plain with a pinch of coffee flavour and lots of sugar. Whatever be the taste of coffee, a little delay in Chinna’s arrival sends everyone in panic mode. So is it just the coffee that he serves that begins your day? Not at all. He approaches with a “your coffee ma’am” greeting accompanied by his unassuming smile and jovial tone. And that makes all the difference.

Quite frankly, this is what customer experience (CX) is all about.

Having worked in the CX industry for over a decade, I couldn’t help but compare Chinna to the waiters in the restaurants that we often go. Let’s take one of the sprawling posh hotels famous for their piping-hot beverages.

You order a cup of coffee and you wait while chatting with your friends. Interrupting your discussion is ‘tak’ sound (sound of tumbler placed on the table) and a stern-faced waiter staring, like you owe him something beyond the bill. Looking at his sober face, the nice aroma of the coffee disappears into thin air. Your conversation stops and you leave the table.

Ask yourself, at this point, will you go there the next time? Maybe, because of the taste of coffee but never for the experience! And in the end, isn’t that what truly matters?

Similarly, customer experience is neither rocket science nor a herculean task that requires hours of strategic introspection. Maybe, all it requires is just training your front-line staff to be more pleasant!

Sheela Narasimhan works in the Marketing team at Servion. The views mentioned are purely hers.

Source: http://servion.com/blog/?post_type=post&p=171

Publish Date: April 26, 2016 5:00 AM


What I learned from my first year as a Business Consultant

Coming from a pure play automotive technology background, but having broadened my business acumen at IIM-B, I was ready to face the new challenges that awaited me post my graduation. As a Lead Consultant at Servion Global Solutions, my stage was set to help organizations deliver their brand promise to their customers by following a consultative approach.

When I look back at my year long journey in this new field, I get a sense of satisfaction.

Satisfaction of gaining confidence despite the new environment.

Satisfaction of being able to contribute.

Satisfaction of learning new lessons. In this post, I will share 3 prime lessons that I gained in the past one year as a Business Consultant.

1. Who is a Consultant?

An expert, a counselor, a guide, a professional adviser? The first thing I learned is that –

“A consultant is a facilitator”

Every organization has its own inherent politics, disconnected departments, and power centers. A consultant acts as a channel to facilitate dialogue among them.

To be effective, a consultant should identify the key decision makers (KDMs) in the client organization and find ways to escalate his discussions up the value chain. The success of any consulting assignment depends on the sign-off from KDMs.

“He does not provide a solution. He lays out a choice.”

A consultant knows that unless the client takes his own decision, there would be two integral constituents missing for successful completion – accountability and ownership. Hence, he provides alternatives with underlying data, educates the client and facilitates decision making so that the client can select any option responsibly.

2. Manage Perceptions

A consultant should do his homework and interact with stakeholders in such detail that he imbibes the culture of the client organization. Remember, the advice of a consultant would have an effect on more than one department and this is where managing perceptions of the entire client organization becomes an important affair.

Gaining client respect at the early stage helps in the above. This can be achieved by rapidly validating or invalidating the client’s hypothesis through quantitative means, surveys, collecting consumer feedback, etc.

There is a lot of dependency on the client for making stakeholders accessible, setting up meetings with high level managers, providing access to data, etc. Whenever things don’t seem to be moving as per plan, improvise.

3. Vital Qualities

Technology and Sales are so engrossed in products or services that they fail to ask business questions to the client. This is where a Business Consultant comes in. He understands the business requirements of the client and helps translate into technology solutions.

For the latter part, minimum necessary domain knowledge is a must, otherwise the business insights gathered cannot be addressed effectively.

The importance of analytical skills need not be debated.

Please feel free to share your views in the comments section.

Kaustubh Sathe is a Lead Consultant at Servion Global Solutions. Anchoring on many of his experiences, he shares his views on varied topics. These views are purely his and they are not affiliated with any person or organization.

Source: http://servion.com/blog/?post_type=post&p=150

Publish Date: April 22, 2016 5:00 AM


The omnichannel way to customer loyalty

Every enterprise wants to deliver seamless and consistent customer experience. The moment of truth is when a customer interacts with them at any touch-point. This is when an enterprise has the opportunity to truly deliver its brand promise. But with the number of interaction points increasing and varied (read multi-channel) it becomes increasingly difficult to provide consistent customer experience across channels.

Research has proven that while enterprises focus on providing customer service across multiple channels, they are unable to offer a consistent, contextual and personalized service. Omnichannel is not an option; it is a need. Contact centers have been grappling with the problem of providing consistent and personalized services to customers for years now.

So what do contact centers need to bridge this gap? It should ideally come in the form of a tool that will help predict customer intent and provide a relevant experience. This would necessitate that the tool is backed by powerful analytics, with a powerful rule engine that would work seamlessly with leading business intelligence platforms. Such a tool would also need to study a customer’s journey in order to preempt customer behavior based on current context, not just on standard demographics.

It would be able to attract, retain and grow customers. It would provide a single integrated view of customer profiles and interactions. The customer data derived from such a tool would be invaluable for targeted follow-ups and marketing campaigns. Ultimately it would increase productivity and harness business value from contact centers.

It would also reduce the effort customers need to put it to get resolution for their issues. This would translate to a better perception of the brand, in turn leading to improved satisfaction and customer loyalty.

And we all know how very important customer loyalty is to any enterprise.

You can learn about Servion’s ServIntuit – an omnichannel customer experience platform here.

Source: http://servion.com/blog/?post_type=post&p=134

Publish Date: April 21, 2016 5:00 AM


Setting context to conversations - the context center

Picture this scenario:

You get an alert for an online credit card transaction that you are not sure you made. You want to call your service provider to get details. You go through a serpentine menu where you enter your customer number and other details. You reach an agent who asks you for the exact same details. You are then redirected to another agent of the ‘concerned department’ where you have to repeat the whole list of details.  This can also happen when you look to renew insurance, want to know the status of your passport application or of your internet connection.

Can be frustrating right? You most likely consider changing your service provider. And then tell all your friends about this painful and mundane waste of time. Now imagine a customer experiencing your brand the very same way. The customer service representative of your brand not having all the details of the customer at hand or not having the means to pull all data together to give the relevant answer even before the question is asked. Ouch.

Instead, what if…

  • the system could predict you are calling to reset a password and provides that as the first option in the menu?
  • (even better) you get a call from your bank asking if they should reset your password even before you call them?
  • the agent knows all about you and your interactions and never asks you for the inputs repeatedly?
  • you are connected to the same agent who resolved your issue the last time?
  • in case of a lost connection, when you call back the agent starts from where you stopped?
  • the system calls you back without keeping you on queue when you are in a hurry?
  • urgency of your situation is gauged and you are put on to an agent directly?
  • you are connected to all concerned teams in one call and the problem is resolved at once?
  • service is made available on devices and channels of your choice at specific times of the day?

And WHAT IF George, Tom and David are treated as George, Tom and David and not as “THE CUSTOMER”.

In the rat race to automate, modernize and personalize, we ironically lost just that. Reference numbers and subject lines once served a purpose that helped connect the sender and receiver. This ensured they were on the same page before they even started the conversation. It set the background and to be precise the” context” for the conversation.

All we need to do to set context to conversation and translate customer interaction from one causing annoyance to true assistance is probably a better understanding of your business and customers, redefining workflows and menus to suit them. With advent of analytics and expertise in integration, the opportunities to personalize and humanize customer interactions is at its pinnacle today.

The more you delay action, the quicker your customers leave.

Source: http://servion.com/blog/?post_type=post&p=127

Publish Date: April 19, 2016 5:00 AM


Riding the digital wave in the e-commerce world

The growing usage of technology is affecting how companies across conduct their businesses. Exciting digital landscapes have opened up all over the world, with more than half of the population engaging in social media activity through their mobile phones. The current political and economic stability have also been positive for industries such as retail, which has been growing steadily in the last year and expected to continue expanding in 2016.

Growing retail e-commerce industry

In response to the increase in e-commerce usage, companies are pushing out efforts to keep up with the competitive environment. More organisations are now focused on implementing mobile solutions to meet with consumer demands. This is an imperative move, as customers in this digital age are equipped with smart phones, computers and tablets, accessing them on a daily basis, all around the clock. From online shopping to finding the closest restaurant within the vicinity all from the smart device, the lines are blurred between the physical and digital world. Therefore, it is imperative for businesses to be well prepared with a strategic digital plan to interact closely and promptly with their customers.

Reaching out to the modern consumer

Modern consumers are tech-savvy and consume information from their mobile phones regularly, therefore, businesses have to expand their scope to go beyond the traditional models to more digital-centric ones, incorporating more feedback channels to gain an edge over their competitors in engaging with the modern consumer. For instance, brands in the retail industry are now meeting their customers, physically and virtually, at many touch points – it could first happen in the physical retail store where they can purchase and register their interests, then through online platforms and multiple social media channels to continue the engagement, generate call-to-action via online store and ultimately, retain brand loyalty.

Cost-effective business solutions

With the advent of advanced business applications and systems, companies can invest in solutions that collect and analyse data on customer behaviors and patterns so that they can better understand their customers’ needs and wants, and at the same time upgrade their communications portals according to these data. Additionally, emphasis also has to be placed in educating employees in various departments, such as customer service and call center, to provide the same level of service quality regardless of whether the company is present in other channels. With the integration of technology and people into the overall digital strategy, customer experiences will be enhanced and thus, adding value to the overall brand’s reputation.

Demand meets supply

The consumers of today’s digital age are more demanding than ever, making it more challenging for businesses stay in the game. Companies have to constantly enhance their services to provide the best of customer experience in order to leave a lasting impression and aid in their business growth in the long run.

Source: http://servion.com/blog/?post_type=post&p=123

Publish Date: April 14, 2016 5:00 AM

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