पोस्ट

On the Hunt for Better Customer Service

By Mandy Reed, Global Head of Marketing

The world always seems to be on the hunt for the next thing that will be bigger and better – the newest tech gadget, the latest fashion trend, the hottest social media challenge, the next break-out Netflix show. As customers, we want the best deal, the most innovative products and the greatest experience possible. This means that companies are always on the hunt for ways to meet those expectations, build brand loyalty and deliver a better customer experience.

Last week we celebrated Customer Service Week and CX Day, two annual events that place a spotlight on the importance of customer service and your overall customer experience as well as the people involved in supporting your customers. At Creative Virtual, we recognised these global celebrations with a special series of blog posts written by members of our expert team and published throughout the week. Each contributor selected their own topic independently, and the result was a well-rounded look at how humans and machines can help companies on that hunt for better customer service.

On Tuesday, we published a post by Rachel Freeman in which she explores the struggles contact centres have been facing during the pandemic. Long wait times have been fuelled by a sharp rise in calls combined with the unpredictability of available agents due to office closures and quarantines. She advocates for letting self-help tools, such as virtual agents and chatbots, share the burden being felt by contact centres.

“Let’s give the machines space to help, freedom to work” Rachel writes. This combination of humans and machines can create a seamless experience and more efficient customer service interactions. At the same time, using this approach helps companies prioritise the health and well-being of both their customers and employees.

This provided the perfect set-up for Laura Ludmany’s Customer Service Week Musings on how a machine knows if it’s wrong which we published on Wednesday. In her post, she takes a closer look at the different approaches that can be used to ‘teach’ chatbots and virtual agents. Her conclusion? When it comes to using these AI tools to provide customer service, they can only be trained appropriately with real-life user inputs.

Laura uses her experience working with self-service virtual agents to describe this hybrid approach and the different ways data can be collected from users and applied by the tool to learn about what is right and wrong. “As long as AI tools serve customer queries,” she explains, “they will always face unknown questions, hence they will never stop learning and rewriting their existing set of rules.”

She ends her post by recognising the important role humans, both customers and the virtual agent experts, have in helping these self-service tools deliver a continuously improving experience. This theme of the importance of the human touch was then picked up in Thursday’s post by Björn Gülsdorff.

Björn starts by recalling the presentation he gave in March at the CCW 2020 conference in Berlin which was all about the human touch in AI. The human touch was a hot topic at the event, being seen as the latest trend in Bot Building, and one that Creative Virtual has been doing for years. In his session, Björn talked about putting your customer in the centre of the project, keeping the human experts involved and giving the virtual agent’s responses a personal touch to improve the customer experience.

Now, seven months on from that conference, Björn acknowledges, “The human touch has a different meaning in a world where hugs are considered a danger.” He advocates for the use of technology to bridge the gaps created by the physical distancing needed to control the spread of COVID-19 but stresses the importance of remembering that these are just tools being used to connect people. Keeping the human touch in customer service by keeping humans in the loop is more important than ever.

So, what does this all mean for companies on the hunt for a better customer service experience? Having the right technology in place to enable customers to self-serve is imperative. The pandemic has accelerated the need for digital customer service. Customers who may have turned to digital channels and self-service options out of necessity this year, are now familiar with their convenience and are more likely to make them a part of their new customer service expectations. Contact centres also benefit from this technology with a better agent experience and improved customer interactions.

However, having the technology does not automatically ensure success. It needs to be combined with the right human expertise and support in order to be developed, implemented and maintained correctly for your organisation, customers and agents. That type of knowledge doesn’t happen overnight or come from reading a few blog posts (even great ones like these!). It takes a deep understanding of the technology, how the tools work and the ways users interact with implementations. That expertise only comes from years of actual experience in developing, implementing and maintaining self-service solutions.

Customer Service Week may be over for this year, but the never-ending hunt for better customer service – by companies and customers – goes on. 2020 has forced changes on all of us and accelerated the push for digital transformation. Smart companies know the present and future of better customer service lies in the combination of humans and machines, people and technology, live agents and virtual agents.

Customer Service and the Voice of Your Customers and Team

By Katrin Zieren, Business Development Consultant

V-Person from Creative VirtualThe communication habits of your customers have changed and are changing yet. They are increasingly using voice for entries rather than typing. They are speaking into their mobile devices to create messages on apps such as WhatsApp or Telegram, asking their search engine for information or giving commands to smart speakers like Amazon Alexa or Google Home. Or – wow, this is amazing 😉 – they are using their mobile phone to call your service centre.

What’s the impact on your customer service? It’s not complicated. Just consider voice as part of your strategy when you want to offer self-service, whether if it is for your clients or your team.

The good news is that the natural language understanding (NLU) solution of Creative Virtual, or let’s say “the brain of your self-service supply”, does not really care about the input type. It is processing text and there are different possibilities to convert speech to text (STT) and text to speech (TTS).

Now, let’s take a look at the different possibilities of speech conversion:

mobile virtual agentOn mobile devices, speech recognition and language generation are built-in features under full customer control and no further integration is needed.  So, if you have, for example, a chatbot on your website, users can use the voice capabilities of their mobile device to ask their question. You don’t have to consider anything. The device converts speech to text and the outcome is the same as if the user would type into the entry box.

 

smart speaker chatbotA variety of smart speakers, like Alexa, Cortana or Google Home, can be integrated with our self-service virtual agents. For example, Virtual Agent Roger for Rest is available on the web as well as through Google Home. The Virtual Agent for Transport for NSW uses Alexa to let the user know if there are any issues on their commute at that time.

 

contact center agent assist

If you want to offer phone as a contact point for self-service, you need STT and TTS. We have a very big partner network for this technology, and can integrate with any other third-party system of your choice, provided they have a full featured API. Also, Interactive Voice Response (IVR) and avatars with lip synchronisation are covered by our partners.

 

So this Customer Service Week, make sure your support strategy fits with your users’ communication habits. Are you enabling them to self-serve within their channel and language modus of choice?

If you want to learn more about our voice solutions, just schedule a live demo with us.

Keeping the Human Touch in Customer Service is More Important Than Ever

By Björn Gülsdorff, Head of Business Development

At the CCW in Berlin in March, I gave a speech about the human touch in AI. It was about putting your customer in the center of the project, keeping the human expert involved because they know most, AND – not accidentally last in this list – give the responses a personal touch, allow small talk, feedback, etc. as and when it helps to improve the customer experience.

Funnily enough, human touch was one of the big topics at the show. Not for the first time, I found myself telling people that at Creative Virtual we were doing for years what the industry now saw as the latest trend in Bot Building. I know this sounds a little condescending, but nearly 17 years in business creates a fair deal of justified “been there, done that” attitude.

So, after the event I meant to write a blog post about how we add a human touch to the way machines interact with humans.

Since then, times have changed and we are all affected in one way or another, most of us working from home more than ever and spending countless hours in online meetings. The human touch has a different meaning in a world where hugs are considered a danger.

If you have had enough of ‘we have just the right tools for you to go digital’ messages, bear with me because I feel the same and want to go somewhere else.

All the measures taken against COVID-19, be it social distancing, home offices, travel stops or actual lock downs, just made it clearer than ever that it is all about people and here ‘it’ is everything, indeed. Tools to bridge the gap are very important of course, but they are just tools, which must be used to connect people. It starts with having the technology to include escalation into our projects (which we’ve been doing for years 😉 but we always strive to make it easier for the end-customer) and it extends to making sure that the communication with our customers keeps rolling.

I am happy and grateful how well this has worked and how we managed to keep up and sometimes intensify the cooperation. It has certainly helped that we always considered our people our main asset and that everything we do focuses on people, be it our customers or the end-customer interacting with a virtual agent or chatbot.

So, what are my thoughts for Customer Service Week? Keeping the human touch by keeping the human in the loop is more important than ever.

Our latest whitepaper focuses on the importance of the human touch when implementing a chatbot or virtual agent. Download it here to find out why a technology company says that when it comes to selecting a vendor you should forget about the technology.

To our customers: I miss you and I look forward to seeing you in person again!

Customer Service Week Musings: How does a machine know if it’s wrong?

By Laura Ludmany, Knowledgebase Engineer

There are many comparisons dealing with the main differences between humans and machines. One of the recurring points is while humans have consciousness and morals, machines can only know what they are programmed to, hence they are not able to distinguish right from wrong unless they are provided data to make decisions based on that information. There have been many discussions on the self-awareness of robots, which is a topic as old as Artificial Intelligence, starting from Isaac Asimov’s three laws of robotics, continuing to the Turing test and nowadays AI ethics organisations.

One thing is commonly agreed – bots need to be ‘taught’ morals, and to achieve this there could be two approaches, both having their advantages and disadvantages. The first one contains a loose set of rules, but plenty of space for flexibility; this system could always reply to questions. However, it could also result in many false positives cases and could go wrong on many levels. The other would mean more rules and a narrower approach. The system could answer a limited number of queries, however, with very few or non-false judgements.

What does this mean from the customer service and customer experience (CX) view and for virtual agents answering real time customer queries? If we narrow down our conditions, bots would deliver the right answers at most times. However, they could not recognise many simple questions, making users frustrated. The same can happen with the loose set of conditions: the assistant would easily deliver answers but could misinterpret inputs, resulting again in annoyance.

To solve this problem, we must use a hybrid approach: an AI tool can only be trained appropriately with real-life user inputs. While we can add our well-established set of rules based on previous data and set a vague network of conditions, the bot will learn day-by-day by discovering new ways of referring to the same products or queries through user interactions. Half of a virtual assistant’s strength is its database, containing these sets of rules. The other half lies within its analytics, which is an often-overlooked feature. What else could be better training for a CX tool than the customers leaving feedback at the very time an answer was delivered? Conversation surveys are not only important to measure the performance of the tool. They are also crucial for our virtual assistants to be able to learn what is wrong and what is right.

Our approach at Creative Virtual to reporting is to follow the trends of ever-changing user behaviour. We offer traditional surveys, which measure if a specific answer was classified as helpful or not by the user and if it saved a call. Sometimes, the specific required action or transaction cannot be performed through self-service options and the customer must make a call, or else, the answer has been slightly overlooked and needs to be updated – for these cases there is a designated comment section, so users can express themselves freely.

We all know from personal experience, that we can’t always be bothered to fill out long or detailed surveys – we are on the go and just want to find the information we were looking for without spending extra time to leave feedback. This is typical user behaviour, and for this we came up with different options for our clients such as star ratings and thumbs up and down, keeping the free text box, to make the rating simpler for users. The solutions deployed are always dependent on the requirements and preferences of our clients, which are in line with the nature of their business and their website design. For example, financial organisations usually go with the traditional options for their customer-facing self-service tools, but internal deployments often have more creative user feedback options.

What if, during a conversation, a virtual assistant delivered the correct answer to five questions, but two answers advised the user to call the customer contact centre and one answer was slightly outdated? Does this rate as an unsuccessful conversation, due to three unhelpful answers? To solve this dilemma, we have End of Conversation Surveys, which ask customers to rate the whole conversation, on a scale to 1-10 and choose what they would have had done without the virtual assistant. As always, there is a free text box for further communication from the customer to the organisation. These surveys show high satisfaction levels as they measure the overall success of the conversation, which can have some flaws (just as in human-to-human interactions), but still can be rated pleasant and helpful.

Let’s take a step further – how can the virtual assistant learn if it was right or wrong if none of these surveys have been taken up by the user? Is this valuable data lost? Our Creative (Virtual) analytics team have levelled up their game and came up with a solution! During voice interactions, such as incoming calls to customer contact centres, there is a straightforward way to understand if the conversation wasn’t successful, even if it wasn’t stated explicitly, as the tone might change or the same questions might be repeated. But how can we rate a written communication with our customer? There has been a specific platform developed, which sits on the top of our previously described survey layers. This platform classifies the whole conversation, with a carefully weighed several-factor-system, which can be tailored to our client’s needs, containing factors such as if there has been more than one transaction, whether the last customer input was recognised by the virtual assistant, if there have been negative user responses recorded, etc.. The primary ‘hard’ indicators remain the user-filled surveys, so this is just a nice icing on the cake, as our mature deployments show over 80% of successful conversation rates.

With our proactive approach and multi-layer analytics tool sets, we can be sure that our virtual assistants will learn more and more about what is right and wrong, to increase the customer satisfaction level continuously. However, I think no machine will ever be able to answer all questions correctly, as this would mean that deployments have stopped being fed up-to-date real-life data. Our world is changing rapidly as are our user queries. These cannot be fully predicted ahead, just analysed and reacted to appropriately. As long as AI tools serve customer queries, they will always face unknown questions, hence they will never stop learning and rewriting their existing set of rules.

As we celebrate Customer Service Week this year, we need to recognise the role customers play in helping to teach our AI-powered chatbots and virtual assistants right from wrong and the experts that know how to gather, analyse and incorporate that data to help train those tools. Check out our special buyer’s guide that explains why experience matters for using this hybrid approach to create reliable and always learning bots.

Harnessing Human and Machine During the Pandemic

By Rachel F Freeman, Operations Director

A direct quote of the explanatory theme for this Customer Service Week says: “The impact of events affecting the world today have changed the way in which companies and their employees engage with customers.”

Indeed this is true, and all of us in our businesses and in our personal lives can feel the effects of how services of all kinds have altered in ways ranging from barely discernible to completely different (filling out forms, having temperatures taken, tape and measurements of distance being assessed amidst a lot of Perspex dividers). A main thing that became apparent in call centre scenarios was that call wait times for an array of customer services were much longer and users still are advised in recorded messages that “due to Covid-19” call wait time may be impacted.

I can testify that I’ve never had to wait 25-30 minutes to speak to a representative for whatever service I needed before Spring 2020 but experienced that exact scenario at least four times in the past few months. Speaker phones have never been so handy so that one can do other tasks whilst being on hold for extended periods of time!

Cue the virtual agents, chatbots and virtual assistants. Now more than ever before it is a no brainer that online self-help tools that are available 24/7 should come into their own in this period of uncertainty and continued delays blamed on Covid. Self-help tools need not be subject to the same rules of quarantine which makes them more reliable when it is impossible to predict when humans will be available to handle and field queries based on who is in the office and who is self-isolating.

Now more than ever, in the spirit of seamless customer experience, let’s let the self-help tools do what they are designed to do. Let’s let them share the burden of the increasing pressure on call centre agents and take advantage of them working to their fullest potential. Let’s give the machines space to help, freedom to work whilst the humans that are healthy can spend time not only speaking to customers who truly need a human but also to check in from time to time on the accuracy of the responses of the virtual agent. A smart combination of self-help and human guidance creates confidence that the job will get done with the right tools.

We’re all being told to stay safe and be alert – so let’s work in parallel with the tools to help make that happen. We can enable more efficient customer service interactions whilst at the same time prioritising the health and well-being of both customers and employees.

Check out the Neutrino release of V-Person™ to learn how Creative Virtual is delivering some of the most up-to-date and seamless self-help tools available. Also download the ‘Conversational AI Trends 2020’ ebook from AI Time Journal for virtual agent success stories during the pandemic.

The way companies and their employees are engaging with customers may have changed significantly this year, but with the right tools a positive, seamless experience is possible. This Customer Service Week let’s celebrate both the people and the technology that are delivering safe and seamless customer support in this period of uncertainty.

Two Thumbs Up for Customer Service Week

By Mandy Reed, Global Head of Marketing

Happy Customer Service Week! Today we kick off the annual week-long international celebration of the importance of customer service, the people who deliver that service and the impact it has on successful business practices. 2020 has brought new customer service challenges for companies and altered the way customers engage with businesses, perhaps forever. Delivering service that gets two thumbs up from customers has been – and continues to be – no easy feat!

This is the fifth year I’ve put together a blog post roundup to start off Customer Service Week, and it might just be the most important one yet. The global pandemic has put digital transformation projects on the fast-track for many organisations, including digital customer service initiatives. Having expert insights, resources and industry stats is important for getting those strategies right. Here are some of the key blog posts on customer support we’ve shared over the past year that can help you with improving and extending the customer service you provide:

  • Delivering Self-Service During the COVID-10 Uncertainty, Part 1: Supporting Customers – COVID-19 has put organisations under immense pressure to deliver quality service and support over digital channels. This three-part blog series explores the business value of using a chatbot or virtual agent to provide easy-to-use self-service, starting with supporting customers. Also take a look at Part 2: Supporting Contact Centre Agents and Part 3: Supporting Employees.
  • Helping Financial Organisations Deliver 24/7 Customer Support: Part 1 and Part 2 – This two-part blog series dives into the real experiences of financial organisations as they took quick action to keep the information they were providing to customers up-to-date during a period of fast-paced changes. They used their existing virtual agent implementations both to analyse customer needs and deliver 24/7 support for better customer service.
  • Virtual Agents in 2020: Usage Spikes and the Banking Sector – Starting in late February and early March, Creative Virtual saw a spike in virtual agent traffic that surpassed anything the company had seen in over 16 years of being in the industry. By the end of the first week in July, those virtual agents had already recorded about 75% of the total transactions completed the previous year. While some sectors saw a return to more normal usage after the initial spike, the Banking sector continued to see increased usage compared with the first two months of 2020.
  • A New Ebook and a Conversational AI Success Story During Times of Pandemic – In August, AI Time Journal published a new ebook, Conversational AI Trends 2020, exploring the rapid advances in conversational AI technologies and the new applications and use cases emerging across industries. The ebook also covered several conversational AI success stories, including one telling how an international financial services group’s virtual agent rose to the challenges of customer support during the pandemic.
  • The Chatbot & Virtual Agent Experts Have Spoken: Experience Matters – If you are considering virtual agent or chatbot options and providers, then you will benefit from the expertise of this group of industry insiders. Together they offer 83 years of experience in a field that has only been commercially viable for about two decades. Learn about the six areas of experience that are necessary for the success of a conversational self-help tool.
  • APAC Contact Centres Embracing AI and Virtual Agent Technologies – There has been a shift in the APAC region as an increasing number of organisations look to use AI and virtual agents within the human customer service area of their CX strategies to support contact centre agents, relationship managers and other employees. Contact centres need to be prepared for the impact of new technologies on their operations, structure and workload.
  • Hindsight May be 20/20 But CX Needs a 20/20 Vision – Customers are expecting more from the companies they give their business to, and that includes effective service across touchpoints. Just as each company is unique, so should be their chatbot, virtual agent and live chat strategy. There is no one-size-fits-all approach that guarantees success.
  • A Successful Self-Service Strategy Requires Looking at the Bigger Picture – While companies needing to implement a new self-service solution or upgrade an existing one are feeling a sense of urgency, they still need to be thoughtful about the technology they select and how it is implemented. Having a successful self-service strategy requires looking at the bigger picture of your overall customer service and experience to avoid frustrating customers with a disjointed, unhelpful experience.
  • Tips for Deploying AI Chatbots & Virtual Agents – Chatbots, smart help, virtual assistants, virtual agents, conversational AI – there are lots of names for this automated, self-service technology being used today. Whatever you call it, the objective for including it as part of your customer service strategy is to deliver quick, easy access to information. Selecting and deploying the right technology for your company is key to achieving success.
  • Out with the Old and in with AI for a Better Contact Centre – A ContactBabel customer service survey found business leaders agreed that AI will be important to the future of the contact centre. While long-established customer communication channels haven’t disappeared, companies need to look to new technologies to help them support those channels in a better and more cost-effective way.

 

What are You Doing to Deal with Stress?

By Rachael Needham, Head of Delivery Management

A key to good relations with our (yours and mine) clients is dealing with stress. When we’re negatively stressed or stressed out, we are less likely to be friendly, come up with creative solutions, or handle difficult situations well.

There is lots of great information about stress and handling it, so this is just a little reminder and snapshot of stress and handling it. Let’s take a look!

1. Is stress good or bad?

It’s both. There is stress that gets you up and going, which is good. However, bad stress is distress. It impacts you physically as well as mentally, emotionally, spiritually, and just about any another “ally” you can think of.

2. The physical impact of stress

Stress sets off inflammation in the body, stomachaches, headaches, and a long list of other issues. The biggest cause of inflammation in the body is from stress. The physical impacts can lead to illness, fatigue, brain fog, etc. And what happens when we have physical issues?

3. The psychological impact of stress

What affects us physically affects us psychologically, and vice versa. Studies show that just one night of poor sleep impacts our reaction time while driving and our decision making. Negative stress will have a knock-on effect as we work with colleagues and clients. Negative stress can sneak up on us, and begin impacting our decisions, words, and interactions, which can cause smaller issues to become escalations. Escalations create more stress and may draw others into negative stress, compounding issues by triggering stress motivated reactions.

4. Simple Solutions

There are lots of solutions for dealing with stress. Sometimes the smallest changes to your regular routine can have a major impact. Which of these things could you start doing for yourself?

  • Go to bed 30 minutes early a few nights a week
  • Walk barefoot in the grass once a week / month
  • Bounce on an exercise ball / on a trampoline / in place for 5-15 minutes a day
  • Stop looking at your phone / watching TV an hour before going to bed
  • Take a pharmaceutical grade, bio-available, quality nutritional
  • Eat a fresh salad / avocado twice a week (or an additional time if you’re already great about consuming veggies)
  • Chat with a trusted friend or co-worker
  • Take two 15-minute breaks a week to breathe / pray / meditate
  • Read a book on personal development / techniques to handle stress
  • Meet with a therapist
  • Watch a funny video that will make you laugh out loud

stress less

If you’re dealing with high negative stress and feel like it’s more than you can handle, please reach out to a doctor or professional counselor who is willing to look at both your physical and mental health.

 

Here’s to a great life ahead as you pursue stress-free health and supporting customers and clients from a place of wellbeing!

For a Better CX, Get Out of Your Customer’s Way

By Björn Gülsdorff, Chief Business Development Officer

It is Customer Service Week, time to give customer service and customer experience (CX) some thought. Wait a minute – even more thought? Isn’t it all about CX these days?

It is, albeit lip service most of it. Also, we know we have gone too far when you are being asked about your “shopping experience” in a supermarket. Or, as happened to me the other day, how to improve my airport experience. Seriously? Well, get the “airport experience” out of the way. Whatever you plan, the money is better spent on quicker security and boarding, minimizing my time at the airport.

I admit I am ranting a bit based on some recent unpleasant travel “experiences”, but there is a relation with CX. It was all well when it meant to put yourself in the shoes of the customer and be less product or project centric. But we lost it at some point when we still said ‘experience’ but started thinking ‘sensation’.

Instead, if you want to deliver good CX, get out of the way! Do not get between the customers and their goals. Integrate your various tools seamlessly. Don’t just be multi-channel (or omnichannel), go beyond channels and blend the different touchpoints as you blend different information sources.

Provide a one-stop shop for information and self-service, powered by natural language conversations. Make it as easy as possible for the customer – great CX is when they don’t notice.

My current travels have taken me to GITEX Technology Week with our partner ixtel. GITEX is the biggest tech show in the Middle East and has all the global players plus a lot of “local” ones which just happen to serve millions of people. They all have some cool stuff in the pipeline. All of which need NLP (natural language processing) power, of course. 😉

Scanning Twitter for some inspiration on where to look next I came across https://t.co/8zmViTW5r9, which I liked a lot and which is definitely far on the sensational side. So, I considered deleting my half-finished blog post. But then I did not, because all of this is certainly cool, but it will only be a great experience if it helps me do what I want. When it helps me to get my shopping done, not when it interferes with it. So, while I cherish all the nice visuals, I cling to my claim: A great experience is when it it easy, seamless and smooth.

Check out our annual Customer Service Week blog post roundup for some trends, tips and statistics to help you deliver an easy, seamless experience for your customers.

भारत में ग्राहकों की समस्याओं को दूर करता चैटबॉट

By Anand Gupta, Knowledgebase Author

Read this post in English here.

पब्लिक डिस्ट्रिब्युशन सिआज के दौर में भारत दुनिया की सबसे बड़ी उभरती हुई अर्थव्यवस्था है परंतु  ऊंचाइयां छूने के लिए अभी भी बहुत कुछ करने की दरकार है। देश को सफलता की सीढ़ी पर ले जाने के लिए तकनीक का बहुत महत्वपूर्ण योगदान रहा है। इसने लागत को घटाकर गुणवत्ता को बढ़ावा दिया है। लेकिन आज के बढ़ते प्रतिस्पर्धा के बीच इस आर्थिक गति को बरकरार रखना एक बड़ी चुनौती है। ग्राहक अपना पैसा उसी कंपनी में लगाने को तैयार है जो उन्हें कम समय में  सटीक समाधान दे सकें।

किंतु कई हिंदुस्तानी कंपनियां ग्राहक की समस्या समाधान में अभी भी बहुत पीछे हैं। और तो और वे इस बात से अनभिज्ञ हैं। सफलता में अंधे होकर वे ये बात भूल जाते हैं कि सब अच्छा नहीं है। इसी कारण उनका ग्राहक से संपर्क टूटता जा रहा है।

भारत में छोटी कंपनियां कॉल सेंटर को स्थापित करने का व्यय उठाने में अक्षम हैं। इस वजह से उन्हें ग्राहक की सहायता करने में काफी परेशानी का सामना करना पड़ता है। कॉल सेंटर को स्थापित करने में काफी खर्च बैठता है। लेकिन यह भी एक संपूर्ण समाधान नहीं है। उपभोक्ता अधिकारी तक कॉल जाने में कई स्तरों  सो गुजरना पड़ता है, जो ग्राहक में ऊब पैदा करता है, जिससे वह कंपनी से ही अपना नाता तोड़ लेता है।

भारत में ग्राहक उत्पाद निर्माता से संपर्क करने को लेकर सदैव संशय में रहता है। अक्सर उत्पादक की संपूर्ण जानकारी इंटरनेट से भी उपलब्ध नहीं मिल पाती है। हालांकि इसका एक बेजोड़ उपाय निकाल लिया गया है, जिसका नाम है चैटबॉट। ये साधन सबसे सस्ता, गुणवत्ता से भरपूर एवं इस्तेमाल करने मेें आसान है। इससे कोई भी बिना किसी रुकावट के 24 घंटे कही से भी इंटरनेट के माध्यम से इस्तेमाल कर सकता है। यह आम लोगों की आम समस्याओं का सही जवाब देने में सक्षम है। यही नहीं, समयानुसार इसमें लोगों के उचित बदलाव भी होते रहते हैं।

भारत एक विशिष्ट देश है जहां कई प्रकार की भाषाएं बोली जाती है। उन सभी के लिए कॉल सेंटर की स्थापना करना मुमकिन नहीं है। लेकिन चैटबॉट लोगों की समस्याओं को लोगों की क्षेत्रीय भाषा में समझकर उन्हें उन्हीं के अंदाज़ में जवाब देता है।

ऐसा करने वाली क्रिएटिव वर्चुअल भारत की पहली कंपनी बनी हैं। इसने राजस्थान (राजस्थानी, हिंदी, अंग्रेजी व हिंग्लिश) व महाराष्ट्र (मराठी) की सरकारी परियोजनाओं (भामाशाह व पीसीएमसी) में इसका सफलतापूर्वक क्रियान्वन किया है। लोग बिना किसी कष्ट के ई-कार्ड डाउनलोड कर सकते हैं। इसके अतिरिक्त सरकार द्वारा चलाई जा रही लोक कल्याणकारी योजनाओं के विषय में घर बैठे मोबाइल फोन पर जानकारी प्राप्त कर सकते हैं ।

ग्राहक सेवा सप्ताह के दौरान कुछ ध्यान देने योग्य बातें इस प्रकार हैं जो उपभोक्ता समय-समय पर हमें अवगत कराते हैं–

  • कंपनी से बिना कोई समय गंवाएं संपर्क हो
  • कही से भी संपर्क हो सके
  • कंपनी के उत्पाद के विषय में गहरी जानकारी मिले
  • समस्याओं का समाधान आम भाषा में हो
  • अगर चैटबॉट से समस्या हल ना हो तो इंसानी मदद हो
  • उचित जवाब मिले
  • मुफ्त में मदद हो

इसके अतिरिक्त कंपनियों को भारत में रह रहे  1 अरब से ज्यादा लोगों पर गहन अनुसंधान करना चाहिए। उनकी पसंद, नापसंद और ज़रूरतों पर समावेशी चिंतने होना चाहिए।

 

 

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.