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News : Optus Send Message for Better Customer Experience

#contactcenterworld, @optus

Sydney, Australia, Oct, 2019 -- Ask a consumer, and you're likely to hear telcos are not particularly good at customer experience (CX). However, Optus is making the effort to change all that.

As a part of its 2020 CX vision, Optus has launched messaging to improve its CX. And if its Net Promoter Score (NPS) improvements are anything to go by, it’s working a treat.

The new ‘Messaging’ service aims to support customers in addition to its ‘always-on’ help and support channels. The aim is to improve customer experience by providing a 24/7 direct line of communication with Optus care teams where customers can come and go from a conversation at their own pace and convenience.
Messaging is available through My Optus App and online via My Account, and customers can start a conversation online in My Account and continue the same conversation through My Optus App on their mobile device.

While the telco admits it has a long way to go, it says it is committed to putting the customer in control of its communications, and this is just one step in the transformation of it CX.


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For example, it comes off the back of Optus employees completing at least one class within the telco’s new CX Academy since its launch six months ago.

Optus vice-president of digital consumer, Vaughan Paul, said Messaging is a substitute to the chatbots most companies are using as a replacement for human interaction. He claimed the telco is combining the best of both chatbots and human service.

"It’s giving us good results because it’s putting the customers in control. Unlike typical chat where you have to stay on the line to get a resolution to your question or issue, this allows the customer to leave their concern with the agent, who can get back to them," he explained to CMO. "Messaging also retains the whole message history even if you log out, which makes it a more convenient process. We’ve seen significant NPS increases from the traditional chat process."

"We recognise we have to put the customer in control, so they get to choose the channel they want to communicate with us in. We have to make it accessible and have the digital experience be really solid and all connected, so the handover between channels is seamless," Paul said.

"We are changing our service model to make it easier for customers to contact us, and we are leveraging technology to do this, but not only technology. It’s a big job, as an industry and for ourselves, to get where we want to be."

The biggest challenge is the customer behaviour shift to not have to hang on the phone, Paul said.

"As tech becomes easier to access for customers, their expectations are lifting across the board. We as large companies need to follow that expectation. We have a lot more work to do, no question, but we are really excited by it so far," he added. "We have plenty more CX vision coming up, this is just part of it."

#contactcenterworld, @optus

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.cmo.com.au


About Optus:
Company LogoSingTel Optus Pty Limited is the second largest telecommunications company in Australia, and is a wholly owned subsidiary of Singapore Telecommunications. The company primarily trades under the Optus brand, while maintaining several wholly owned subsidiary brands, such as Virgin Mobile Australia and Boost Mobile in the mobile telephony market, Uecomm in the network services market and Alphawest in the ICT services sector.
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Today's Tip of the Day - Beware Of Techno Babble & Jargon

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

Published: Thursday, October 17, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

4.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

5.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

6.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

7.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

8.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

9.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 

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