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Are We Chatting or are We Serving? – The balance of chat and getting the solution quickly

By Rachel Freeman, Operations Director

In our digitised world, with expectations for immediate access to a variety of informational touch points, is it right to assume that we are losing our ability to have a one-to-one discussion that doesn’t involve a social forum? Are we so “busy” that we’d rather just get an answer than exchange any pleasantries?

I’m not convinced, but I bring it up to make us think about how we interact with our phones, desktops, social media apps and any home assistant device – an important consideration as we celebrate CX Day. On many occasions we use social media to advertise in some way –  it can be a product, photo, achievement or opinion. These channels call out for banter and hoped-for positive communication. Our home devices (Amazon’s Alexa or Google Home) often exist to provide “fluffy” help (turning on lights/heat/oven) but also can act as a personal advisor offering bedtime stories, the weather, a joke or football stats.

Currently I think it is safe to say that our desktops, tablets and phones are often the devices used the most to seek out a deeper level of information and help – whether it be to research a subject, reach out to individuals for a longer email or finally to get help on an account, including learning about the levels of service or complaining about a problem.

People use Twitter and Forums often to advise others of a poor customer service or a really good one, but email or help areas with FAQs and chat services are where most of us go to find out how we can be served more in-depth with our specific issue. Consequently, when things get more specific, a “pre-chat” of some sort usually occurs.

In the pre-internet days, people either picked up the stationary telephone or had to go into a shop or bank during office hours to clarify any concerns or support issues. There was a level of formality to the process, but now the protocol is more about ensuring voices are not raised on a live chat handover or indeed that profanity and insults are avoided at the risk of being cut-off from the session. All of these scenarios involve a chat of some kind in order to ease off the customer’s anger and for the agent to familiarise him/herself with the issue.

Personalisation (virtual or in-person) is an expectation and if a user logs on to a smart system, the system can be programmed to already know that Joe has a birthday on Sept 22nd and that his mobile phone package includes unlimited WIFI. Smalltalk can be easily factored into a smart agent or a chatbot, but the main objective is to get an answer and/or a resolution to the problem so that the customer has received (and the company has succeeded in providing) a smooth, positive and effective service transaction. A synthesis of a bit of familiarity with a positive result is the aim of great customer service – and this is when chat and help are done without the customer really caring if it is via a human or a machine.

With fewer face-to-face encounters, do we want a chat or do we just want an answer with no smalltalk included? Does it matter if the system you are logged into doesn’t appreciate the nuance of the fact that you are celebrating your 35th birthday on the day your broadband is due to be upgraded thus resulting in a massive downtime of service?

At Creative Virtual our systems are designed to offer personalised, effective and smart tools to create the chat/service balance, yet also “know” what the right triggers are for handing over to a real person when it’s time. An integrated handover allows the human agent to see the customer issue, based on the transcript, and then can add that extra element – the human touch – which may be a perfect ending to finding the solution. The chat and the serving of the solution with both a smart agent and a human all completed in one session – genius and still with time to exchange a “Happy Birthday” to the customer.

Learn more by watching our recent webinar, Humans & AI: The Perfect CX Power Couple, on-demand or request your own live demo to see our smart tools in action. Happy Customer Experience (CX) Day!

It’s Time to Celebrate Customer Service Week

By Mandy Reed, Marketing Manager (Global)

Happy Customer Service Week! Today starts the annual week-long international celebration of the importance of customer service and the role it plays in successful business practice. This week we recognise all the hard work customer service professionals do to serve and support customers on a daily basis. Every good customer service professional knows that if you don’t take care of your customers, someone else will – and that someone else is going to be your competitor.

Delivering excellent customer service and support is a team effort, from employees that interact with customers face-to-face to live agents working in the contact centre to those responsible for developing and maintaining self-service solutions. Customer service is a key aspect of a company’s overall customer experience, and one that often determines if customers stay or if they leave for a competitor. Customer Service Week is the perfect time to revisit some of the customer service tips, trends and statistics shared over the past twelve months with a blog post roundup:

  • The Contact Centre in its Current Form is Finished – Seamless, personalised smart assistants will increasingly automate everything the current contact centre offers, but this change won’t happen overnight. Organisations need to get on-board with this transition in order to give customers the effortless interactions they demand.
  • Virtual Agents and Human Agents Join Forces for Customer Service in 2016 – Forrester reported that in 2015, web and mobile self-service interactions exceeded those over live-assist channels. Conversations with live agents were more frequently initiated as escalations when self-service options proved unsuccessful. With a combination of virtual and human agents, organisations can create a seamless, personalised and convenient customer service experience.
  • 5 Questions to Ask About Digital Customer Service Improvement Plans – Digital tools allow us to serve customers better than ever before, but you need to ensure you choose the right solution and engage the right experts to help deliver on its promise. Asking the right questions before implementing a new digital customer service improvement plan will help you gain a clearer sense of how you can take better care of your customers.
  • It’s Time to Embrace Digital Channels and Build Smart Help – Traditionally companies have invested millions in their contact centres in order to build their customer support capabilities. As customers have moved to digital channels, this approach is no longer enabling them to meet customers’ expectations. Organisations need to embrace the digital channels and build smart help online.
  • Customer Service for the Millennium – There’s lots of buzz about the customer service expectations of Millennials. With this generation outnumbering Baby Boomers by nearly 8 million people, companies need to pay attention to these expectations in order to drive sales and increase loyalty.
  • Messaging Apps: Over 3 Billion Users and Counting – With over 3 billion users around the world, messaging apps are quickly growing in popularly and provide a great new opportunity for brands to engage with their customers. Chatbots and virtual agents are perfect tools for offering self-service through both messaging apps and SMS, and can help organisations provide seamless, omnichannel support when implemented correctly.