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Article : Consumers Want Fast Resolution with a Human Touch

#contactcenterworld, @inContact

Eight in 10 consumers will consider taking their business elsewhere due to a poor customer experience. Let that sink in for a moment. Is your business doing everything it can to ensure that poor customer experiences don’t happen and deliver exceptional ones instead?

To make sure your brand is building customer loyalty and not resentment, an important first step is to consider how consumers want to reach you, and what options are most successful in helping them. For example, a recent study revealed that human interaction is the most preferred route for customer service, despite the industry’s increased focus on self-service channels. This doesn’t mean that self-service channels are not important; rather, brands should tune into their customer preferences to ensure they’re providing the best experience possible, whether it’s through live agents, self-service or blended interactions.

New and innovative technologies like AI can make it easy to lose sight of the outcome that really matters: delivering an exceptional consumer experience at every opportunity. It’s important to develop your technology strategy around the core customer experience – not the other way around.

Keeping this in mind, I’ve outlined what stands out as most important to customers, based on a recent study from NICE inContact:

  • Don’t Underestimate the Power of Human Touch

Speaking to a live agent is still the most preferred way to deal with customer service, with 67 percent of consumers saying they prefer agent-assisted channels over self-service. Interaction via phone is also perceived to be the quickest path to resolution, so this is especially true if the issue is urgent.

Phone interaction with an agent wins out versus other channels in terms of satisfaction, with phone cited as the most effective method of resolution. Inbound/outbound voice is the channel that sees the highest results for resolution, with 84 percent of customers indicating their questions or issues were resolved during their most recent customer experience via phone (versus just 65 percent for email).

What does this mean for self-service technology? Keep using it to your advantage to automate simple and commonplace questions or issues. But also know when your customer wants or needs to speak to a live customer service agent – and use technology to equip that human with all the customer journey context and answers they need to deliver an excellent customer experience.

 

  • Prioritize Speed of Resolution

When a customer initiates an interaction with a brand, they expect a fast, helpful response. Seems intuitive, right? Maybe not, since only 42 percent of consumers said they are satisfied with their experience, regardless of communication channel.

While satisfaction for each channel of communication varies, the main takeaway here is that "fast resolution" is the top driver of channel performance, no matter the channel. In fact, resolving issues quickly is twice as important as "personalized" and "convenient" customer service. As you assess which technologies are right for your organization, consider incorporating AI technologies like chatbots and virtual assistants that improve efficiency and speed contact resolution times. AI helps provide fast service for transactional or traditionally self-service resolved issues. For blended interactions, AI’s proactive, context-inclusive handoff of chat sessions to live agents enables quicker and more complete resolution of more complex customer needs.

 

  • Know Your Customers

Consumers, especially millennials, have high expectations for proactive customer service. While half of consumers will try to resolve an issue themselves before reaching out, once they make the first point of contact with your brand, they expect companies to direct them to the most effective method of communication for resolving their specific issue.

Furthermore, 72 percent expect agents to know their purchase history, regardless of the channel of communication. This brings me back to my original point: model your technology strategy around customer experience expectations. Select a cloud customer experience platform that integrates with your CRM to provide a higher level of service powered by familiarity with customers’ previous brand interactions and customer journey context.

 

With more buying options today than ever, customer experience is quickly becoming the biggest business differentiator. Leveraging the right open cloud platform to support customers successfully – on their terms – is crucial to winning and retaining their business.

#contactcenterworld, @inContact


About NICE inContact:
Company LogoNICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experience platform, we combine Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation to help any company transform every single customer interaction.
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Today's Tip of the Day - Keep Cost In Perspective

Read today's tip or listen to it on podcast.

Published: Thursday, March 29, 2018

Printer Friendly Version Printer friendly version

2024 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
Pointel

CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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