Customer satisfaction is the bread and butter of every customer service team. We all want to make our customers happy, and satisfaction becomes both the reason we show up to work and barometer by which we measure our success. Every interaction offers a business the chance to leave a customer feeling good, helping to build a relationship for the longer term. Yet some customer interactions have a mercurial quality and end up in a different place than they began. If you knew what direction customer interactions were heading, you’d be better-equipped to handle them successfully, able to deploy specific tools and resources to ensure a positive outcome.
In a recent report, Aphrodite Brinsmead, Ovum’s Principal Analyst, Customer Engagement, notes that while companies employ many different metrics to gauge customer satisfaction—from task-resolution rates to callback rates—these metrics are typically reviewed after the fact and can’t help an agent avoid a difficult customer encounter before it happens.
This lack of foresight has far-reaching consequences, affecting brand reputation and customer retention. Today’s consumers expect simple and fast resolutions to their questions and problems. Increasingly, they’re reaching out to companies across myriad digital channels. With these and other factors at play, Brinsmead advocates a new approach to customer service: “Ideally, contact centers need to determine customer satisfaction in real time to militate against churn and negative sentiment being shared among peers.”
By applying machine learning and predictive analytics, companies can automate simple tasks, such as answering frequently asked questions, and revolutionize the way they provide customer support.
“Here at Zendesk, we’re applying machine learning capabilities to some of our products,” shared Adrian McDermott, senior vice president of product development at Zendesk. “Tools like Satisfaction Prediction and Automatic Answers give customers the resources they need to resolve issues faster, and to focus more time and attention on inquiries that require a human touch. As we move forward, we’ll continue to expand our use of machine learning in exciting new ways, by reading more content clues and offering recommended responses.”
The more expedient a resolution, the more satisfied customers are with your business. It’s a service and satisfaction cycle that has a real and measurable impact on a company’s bottom line.
Zendesk’s Satisfaction Prediction tool offers companies flexibility and customization as they seek to solve their own unique customer service challenges. Based on a “satisfaction prediction” score assigned to each interaction, businesses can choose which messages to prioritize and can devote more time and resources to solving the most challenging issues. It’s like handing a crystal ball to every customer service agent on your team.
For example, by flagging negative satisfaction ratings as a predictor of high-risk customers, Pinterest can now mobilize customer service agents to proactively fix problems. Before machine learning tools, agent time was spent first discovering problems, then trying to solve them.
“Previously, we had a dedicated team member who would look through our tickets and escalate experiences identified as potentially negative,” shared Maggie Armato, reactive support lead at Pinterest. “Now we use the prediction score to accurately and automatically identify these types of tickets so our agents can focus on higher value areas.”
Zendesk also uses machine learning to provide automatic answers to common customer service queries, empowering customers to self-serve. Studies show that a high percentage of today’s consumers actually prefer to solve their own problem. By using built-in tools for real-time user feedback, companies can continually refine their self-serve process, offering faster and more accurate information. Even small companies without a huge data set can turn what they know about their customers into a better experience.
In the future, as consumer products continue to interact with the Internet, digital channels will pump in even more data. Aided by machine learning, customer service centers will be in a position to analyze this data and react to a problem before the customer is even aware of the issue—truly an innovative step forward for companies focused on customer service.
Interested in hearing more about how machine learning is changing customer service? Watch Zendesk’s How Businesses use Machine Learning for Customer Experience webinar.
Publish Date: October 19, 2016 5:00 AM
|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.
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|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.
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|3.)||Cloud IT Services GmbH|
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.
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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...
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...
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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.)||Cloud IT Services GmbH|
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.
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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.
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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.
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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.
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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.
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|13.)||Tru29 Outsource Solutions Inc.|
Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.
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