Posts

Don’t Worry, the Customer Only Wants You to Be Perfect

By Scott Tompkins, Enterprise Account Executive, USA

So…. I have this diploma and now have no idea what to do! Anyone else been there after graduation? Being from Delaware, I thought I would try my hand at one of the many financial service companies that call the First State home. My interview seemed to go well and as it was concluding the hiring manager asked me to sit with one of her agents for 30 minutes so that I would have a better understanding of what I would be doing in this role. I sat down and listened to “Steve” take his first call. The caller was a very polite woman who I assume had lived a long, enjoyable life. She was calling to cancel her credit card. I can’t recall all of the dialogue but when she hung up the phone not only was the card not cancelled but she now was the proud owner of the “World Traveler Card.” How did that happen? At that moment, I realized this was not the job for me! What an incredibly difficult position for an agent. How do you show empathy for your customers while at the same time complying with the push to meet goals the company has outlined?

Fast forward a dozen or so years and now I am a seasoned member of the working class that at times requires support from brands I purchase from. My expectations when speaking with an agent are that they will handle every situation the way I would handle it if I was on the other end. Imagine asking an agent to meet each caller’s personal expectations. I really dislike the word “fair”, and don’t allow my children to use it, but my goodness, that is an unfair expectation.

So, what is the answer? For me, it’s automation. When I take inventory of all the reasons I pick up the phone or live chat with a brand, most of those things could be answered in some type of automated fashion or by a chatbot. Whether I need information about my account or steps to troubleshoot a process, I shouldn’t need another person to take the time to help me. Chatbots have evolved in 2017 to be intelligent, easy to access and conversational. They should be used in everyday transactions and leave the “high-touch” scenarios for the agents. Companies should strive to create an environment where customers are able to get immediate support for everyday issues, while at the same time having agents available for consultative help. Companies will not only create a superior customer experience but also help bring sanity back to their agents. Allow the agent to spend their day consulting with customers on new products and offering advice where necessary. Let the chatbot handle the password reset, account balance, and “I need to reset my router” questions.

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Excellent Customer Service: What’s the secret to achieving success now and in the future?

By Susan Ott, Customer Success Manager, USA

Often, customer service can be a challenging world. Solving problems, providing information, making sure things run smoothly…it’s not always easy.

When I take a moment and think about companies that emanate unmatched customer service, I see an atmosphere in which employees and management alike are engaged on the front lines with their customers. Pride in the company you work for should always be at the forefront of every interaction. That emotion of pride instills a sense of teamwork and customers can feel it!

Companies who employ individuals who go above and beyond will always win me over. Most often it’s those little “extra” moments that customers remember and foster a sense of loyalty to your brand. Delivering a personalized and effortless customer experience is really what it’s all about.

As we find ourselves in this age of internet-driven, 24- hour news cycles, we see a world full of ever changing landscapes. Customer touch points are rapidly expanding, and we see companies asking: How can we keep up and stay relevant?

Fortunately, new technologies are out there opening pathways for us to build a dialogue with our customers. We are already seeing that chatbots will have a major impact on the world of customer service over the next several years. Digital interactions will help employees complete tasks both great and small. Features that make our conversations seem natural and super convenient are constantly being improved upon.

The bottom line with regards to the future of customer service? Focus on creating a seamless experience BEFORE, DURING and AFTER a customer interaction. That is what customers want and if a chatbot can help with the process, we shouldn’t be opposed!

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Postcard From Las Vegas: Happy Customer Service Week!

By Claudia Ramos, Senior Customer Success Manager, USA

When I got news that I’d be relocating with my family to Las Vegas, NV, I was thrilled with the possibility of finally breaking out of the Contact Center world and embarking on my new dream. I envisioned my big entrance in the Hotel Bizz. Dreams aside, I had to provide for my family. The reality of a crashing economy shattered my dream of working in a new exciting field. I knew that I had become great at something I did not like so much anymore. So, I accepted a Contact Center Manager job that paid 50% less than what I was making previously. Looking back, at least I had the view of the Las Vegas Strip and the occasional fun background check to review and decline for hire…

However, what was it that changed my love and passion for working at a Contact Center?  It was never the clients, the calls or coaching sessions, and certainly not the amazing Potlucks. First, I was fed up with the fast-pace of hiring demands. Second, was how quickly we had to teach the agents to follow quality guidelines and memorize all the products offered. At one point, I remember being the only manager on the floor with 45 New Hire agents and every other agent was asking the same question. If you do not know the feeling, it is equivalent to hiking Red Rock Canyon without shoes (it’s a long story)! I would go on to interview, hire, train, coach and motivate agents for the next few years. Each day, reminding myself that all this experience would come in handy one day. At the very least, I was able to fit into some old Levi’s from my early 20’s due to all the walking around answering questions!

I have a new spring in my step these days! In 2016, I took the challenge from my mentor to join a team of Artificial Intelligence experts. Without a doubt, my first thoughts were, “Bots are here to take our jobs”, “Bots are not conversational”, etc. Do you want to know what made things interesting? The VP told me, “These are some of the best conversations you are going to read” (insert LOL emoji). Fine, I would like to read these myself! As I started reading through conversations, they felt more like a face-to-face conversation with a person than talking to a robot. I was noticing that the chatbot was handling more concurrent chats. All the while helping resolve the customers’ questions. The chatbot was apparently alleviating issues at all levels, resulting in a reduction in phone escalations. The additional development was that the chatbot could assist agents with listening and providing accurate responses to customers. My initial reaction was jealousy. I wished this technology had been available to me during all those years of on-the-job training for New Hires and walking the sales floor!

The hustle of my Vegas Contact Center days was not in vain. I feel good being able to contribute to a fast-paced world that needs happier, more satisfied agents and customers! Chatbots are created by people who are passionate about helping others. Individuals who understand the importance of clients receiving speedy and accurate resolutions and carefully curating answers that maintain a conversational element.

Big shout out to all the New Hires out there. Y’all are too much sometimes, and that is okay because I love you. Thank you for all you do!

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Time Back To Do The Important Things

By Christina Wilson, Head of Customer Success, USA

As a busy, working mom of three daughters, I am always challenged to find more time. Time for dinner, kid’s activities, bill paying, going to the gym, excelling at work, you get the picture. I am equally challenged to make certain I am focusing on the important things. It is an exhausting, emotional and rewarding journey!

I am very passionate about finding ways to steal back time in my day to keep the main thing the main thing. I think that is why I find my job so rewarding. I spend my days helping clients build Customer Service strategies that give people their time back, allowing them to go to their son’s soccer game or watch their 3rd grade daughter’s Fall play instead of spending their evening on hold for hours with a Customer Service representative.

Artificial Intelligence or AI has reached new levels in the last 5-10 years and has become easy to access, intelligent and conversational. What used to require a long, drawn out phone or chat conversation with a live agent, now can be accomplished in a 2-5-minute personalized conversation with a chatbot. Smart chatbots can allow customers to pay a bill, book a flight or file an insurance claim in just fractions of the time it took before while achieving the goal of giving each customer time back in their day to focus on the important things. I can’t wait to see how AI really grows in the next five years! How smart and efficient can AI become?

If you are interested in giving your customers a better experience and giving them time back in their day, reach out to learn more about our AI experts and solutions.