पोस्ट

Building a Positive Relationship for Better Customer Service

By Mandy Reed, Global Head of Marketing

The relationships you have with your customers directly affect your bottom line. Happy customers are more likely to be loyal, repeat customers and recommend you to their friends, family and social media connections. Every service and support engagement you have with a customer can make or break that relationship.

At Creative Virtual one of our passions is helping our customers deliver a positive service experience to their customers. In order to do that, we work to build a close and collaborative relationship with each of our customer organisations. We get to know their business and goals and then strive to deliver the support they need to achieve their customer service objectives.

Customer Service Week is all about celebrating the people around the world who are delivering great service and support, and so I’d like to give a special shout out to the Creative Virtual team. It is your experience, expertise and dedication to building those positive relationships that have enabled the company to cultivate a growing list of happy customers for over 15 years.

But you don’t have to take my word for it. Over the past several months, some of Creative Virtual’s customers have been leaving verified reviews of our company and technology on the Gartner Peer Insights* website. Here’s what they have to say about working with our team:

Relation Based on Trust and Successful Deliveries

“Working with Creative Virtual is easy. Our key contacts are always available to support us on any issues, new projects or last minute requirements. We appreciate the rapidity of answer as well as the flexibility around the Vendor Management. HSBC is working with Creative Virtual since 2011. A real trust has been developed as long as successful projects are delivered. This is a real win-win situation.” (Read the full review)

 

Moved Fast to Launch a Chatbot that Answers Inquiries in a Conversational Way

“Creative Virtual is very responsive to our needs. They are supportive and agile as our business evolves to take advantage of their product offerings.” (Read the full review)

 

If You Want a Company that Focuses on Your Needs, Only Look at Creative Virtual

“Creative Virtual are a very professional company that treats each company as an individual. They get to understand a companies’ needs and offer solutions, they don’t try to apply a one solution fits all approach. I highly recommend Chris as I have worked with him for over 10 years in large corporations. CV place the customer first and this comes through in every interaction.” (Read the full review)

 

Responsive and Adaptive, Thought Leaders, Consistently Delivers Meaningful Results

“Responsive and adaptive; very nimble delivery model (fast ramp up time, fast engagement and assignment of resources). Collaborative and agile approach. Highly skilled resources with deep subject matter expertise. Strong thought leadership. Meaningful results (improved call deflection rates). Innovative product set and roadmap, with particular strength in process mining tools and method combined with intent libraries.” (Read the full review)

As they say, the proof is in the pudding – and there’s no better feeling than knowing we have happy, satisfied customers. So happy, in fact, that they are willing to take time out of their busy days to complete a review and share their positive experiences with their peers. Thank you to all of our customers for collaborating with our team and trusting us to help you with your customer service!

To learn more about our technology and working with our team, request your own live demo. We’d love to add you to the Creative Virtual family!

 

*Gartner Peer Insights reviews constitute the subjective opinions of individual end users based on their own experiences, and do not represent the views of Gartner or its affiliates.

Three Cheers for Customer Service Week

By Mandy Reed, Global Head of Marketing

Happy Customer Service Week! Every year during the first full week of October we celebrate the importance of customer service and the people who serve and support customers around the globe. The customer service landscape is more challenging than ever with a growing number of customer contact channels and increasing expectations for always-available support.

Even though the customer service industry is constantly evolving, the goal is always the same: to create happy, repeat customers through quality service and support. Here’s our annual blog post roundup of trends, tips and stats to help you consistently deliver a five-star customer service experience:

  • Top Tips for Implementing a Chatbot or Virtual Agent in 2019 – These eight tips address the most important items organisations should consider when evaluating and deploying chatbot or virtual agent technology. Get recommendations on how to build your business case, implement the right combination of humans and AI, and achieve long-term success with conversational self-service.
  • Are We Chatting or are We Serving? – The balance of chat and getting the solution quickly – In our digitised world with expectations for immediate access to information, is it right to assume that we are so busy that we’d rather just get an answer than exchange any pleasantries? This post explores creating the right chat/service balance when supporting digital customers.
  • Leverage Your Chatbot to Its Full Capacity – The long-term pros of having a chatbot go beyond providing basic self-service to customers. They can also be personalised marketing and sales tools and powerful sources of customer insights and feedback for companies that leverage them to their full capacity.
  • Creating a Better Experience for Indian Customers – There’s no denying the importance of providing a positive customer experience for digital customers. This post shares insights from this year’s Customer Experience Management (CXM) event held in Mumbai and a video of Creative Virtual’s presentation, including live demonstrations of our CX technologies.
  • The Digital Workplace in 2019 – Organisations are coming to understand the benefits of providing better and easier support for employees and are placing an increased focus on improving employee engagement. Chatbots and virtual agents are proven tools in the digital workplace for everything from onboarding new employees to helping troubleshoot common IT issues to training contact centre agents.
  • “Virtual Moron-Idiot!”: Why Chatbots Fail and the #ChatbotRescue Mission Saving Them – The chatbot and virtual agent landscape is littered with poor-performing implementations and failed projects, but it’s not all doom and gloom for the industry. Not only are there highly successful implementations that have been in place for years, but there are also options for getting failing projects back on track.
  • #CXDay: Serving Your Customers a Custom Support Experience – Frost & Sullivan predict that the year 2020 will be the point when customer experience will overtake product and price as the number one way companies will differentiate themselves from the competition. Here are four tips to help you deliver a custom support experience for your customers.