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When it Comes to Customer Experience, Channel Matters - Talkdesk - ContactCenterWorld.com Blog

When it Comes to Customer Experience, Channel Matters

This post was written by Talkdesk COO Gadi Shamia.

At the core of Talkdesk is a simple mission: to transform customer service experiences that are usually dreadful into an opportunity to solve problems and create brand loyalty by creating real human connections. Part of what makes the mission so palpable is that we’ve all been on the consumer end of an undesirable service experience. We truly believe that in the digital world of self service, mobile apps, retargeting and other digital interactions, phone customer service that is delivered by a well-trained, empathic representative, can build brand loyalty that will last.

I recently had a less-than-perfect customer service experience that illustrated a key Talkdesk principle – that the communication channel needs to match the urgency and emotion of the situation. Below is a short version of what happened.

To celebrate my wife’s birthday, I planned a party, inviting friends near and far to bring together all of the most important people in her life. To commemorate the occasion, I collected photos from the attendees and sent them to an online photobook service. I planned to present the book at the party so each of her friends could leave hand-written best wishes at the event and comment on those shared memories. It was a small gift, but for my wife, a keepsake like this would be priceless.

I collected the photos, built the book online and placed my order. I chose the expedited delivery, only to realize that it had not been shipped two days before the party. While a delayed delivery on almost anything else would not have been so urgent and emotional, this one was. I planned this party for a while and I wanted to talk to the company as soon as possible to find out what was going on.

Unfortunately, the only contact information available from the site was a generic support email address and a chat. My email didn’t get a response, and the chat experience just made me angrier. The chat agent was distracted (most run 6-12 chats at once) and lacked empathy because my short text messages could not convey the importance of the issue. All he did was confirm the delay and offer to refund the shipping cost, but that didn’t resolve my issue. I wanted the book to be delivered on time for the party! He couldn’t hear my voice, so he didn’t know the urgency or the emotion of the situation. He just wanted to resolve the issue as fast as possible and move on.

Since the chat wasn’t effective, I tried directly tweeting to the head of customer service (thanks Linkedin). In the hours following my interactions, I got more upset and stressed. It was a Friday and I didn’t think the issue will be resolved. I was surprised to get a call from the VP of customer service on Saturday morning. While he could not solve the problem at this time, he apologized and sent my wife flowers with a note wishing her a happy birthday and explaining that he was sorry the book wasn’t delivered on time.

The VP of customer service “saved the day.” He refunded the entire order, sent flowers and took ownership. He spent his personal weekend time resolving the issue. While it is admirable, it begs the question of why the day needed saving in the first place.

It doesn’t take much diagnosis to realize that because the customer support team didn’t have the right channels available for the right cases, they were unable to support my needs as a customer at a time were urgency and emotions were high. At Talkdesk, we analyze customer interactions on two axes: urgency and emotion. The appropriate channel for an issue is determined by the degree of both.

Here’s a graph to illustrate the best time for each channel:

In my story, I had a high-emotion/urgency issue, but only had access to low-emotion/urgency communication channels (email and chat). I had an unsatisfactory experience, but it wasn’t because the company didn’t care about me or want to help, it was exclusively because they didn’t have the right channels in place to handle my situation.

The learning is clear: not every customer interaction is the same and for companies to support their customers’ issues, they need to offer a range of communication channels. Companies should invest more heavily in the channels that align with the most common customer issues, but when it comes to customer satisfaction, limiting access to certain channels just won’t get the job done.

Tiago Paiva & Gadi Shamia

Tiago is Talkdesk's CEO and Founder. Gadi is Talkdesk's COO. When they aren't running a high-growth startup, Tiago and Gadi enjoy good food, good wine and good times.

 

Publish Date: December 21, 2017 5:00 AM


2021 Buyers Guide Dialer Solutions

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
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.

4.) 
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:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 



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