Orchestrating a Seamless and Efficient Customer Experience

By Mandy Reed, Marketing Manager (Global)

We live in an always-on world with instant access to information and news and trending hashtags always at our fingertips. There have been numerous studies done about the effects of digital devices and the growing need to always feel connected. As I’m writing this, I have no electricity or internet access thanks to the power of mother nature which, I’m slightly embarrassed to admit, is giving me a good bit of anxiety about the percentage of battery left on my smartphone – my one connection to knowing what’s going on in the world without actually having to leave my house!

It’s certainly no secret that this new normal of constant digital connection and instant access to information in our personal lives has also changed our expectations for our engagement with businesses and brands. Organisations are facing the challenge of delivering a quality support experience over a growing number of contact channels. Messaging apps, like Facebook Messenger and WeChat, and smart speakers, like Amazon Alexa and Google Home, have been added to existing touchpoints, like the phone, website and social media, instead of replacing them. On top of that, many organisations are struggling with lots of disconnected information sources making it difficult to keep content updated and deliver the right information to customers on all channels. So how can organisations bring this all together to create a consistent, convenient and efficient customer experience?

Chris Ezekiel, Founder & CEO of Creative Virtual, will join Engage Customer on Tuesday, 27 November for a webinar to address this question, Orchestrating a Seamless and Efficient Customer Experience. Through a series of live demonstrations and practical tips, attendees will learn:

  • The benefits of centralising knowledge management control and using a single orchestration platform to deliver consistent support across contact channels
  • Best practices for implementing chatbots, virtual agents and live chat to provide accurate and seamless omnichannel engagement
  • Ways to leverage a hybrid of artificial intelligence and human input to reduce support costs whilst improving conversational engagement

Register now for the webinar Orchestrating a Seamless and Efficient Customer Experience. Can’t attend the live event? Don’t worry, a recording will be sent to all registrants after the webinar.

You can also request a personalised demo to see how our technology can help you deliver seamless, consistent support and increase customer satisfaction scores.

Integrating the Right Customer Experience Technologies

By Liam Ryan, Sales Director

It’s impossible to talk about customer experience without also talking about technology. Companies and brands are looking to provide a complete omnichannel experience for those at a desk and on the move, deliver quality service and support to digitally-savvy customers and remain competitive as a growing number of contact channels gain popularity among consumers. All of those goals involve not only implementing, but also integrating the right customer experience (CX) technologies.

Earlier this month I attended CXtech, a new technology conference and showcase focused on what’s new, what’s working and what’s coming next in CX technologies. One major theme that came up repeatedly during presentations and my discussions with other attendees was that the truth about artificial intelligence (AI) is now been revealed after all the hype, myths and unrealistic claims. The CX industry is coming together in agreement that a hybrid approach is best – using a combination of AI and humans to deliver the best experience for customers. This is the approach we’ve always taken at Creative Virtual, and one that we’ve seen industry analysts and experts talking about more and more recently.

CXtech Chris EzekielChris Ezekiel, Founder & CEO, joined me at the event and presented as part of the ‘Digital Automation, Chatbots and Virtual Assistants’ stream. His session, Digital CX & the contact centre: AI, chatbots, live chat & knowledge management, was well-received by attendees. He talked about the essential components of AI-driven digital transformation in the contact centre and then showed them how organisations are already using our CX technologies through a series of live demonstrations, including one of our customer chatbots working on Amazon Alexa. It’s one thing to listen to someone talking about the possibilities of the technology; it’s another to actually see and experience the solutions working and delivering on those promises.

We had a mix of people from different areas of organisations – the contact centre, digital CX, marketing, etc. – stop by the Creative Virtual stand throughout the day, some expressing that Chris’ presentation showcased ‘exactly what we are looking for’. There was lots of interest in discussing how to support customers on social media and messenger apps like Facebook Messenger. I also spoke with attendees from organisations that aren’t part of the industries we typically see at these types of events, such as public and emergency services. This reflects the change we’re seeing in the CX market as a wider range of industries are feeling the pressures of cultural and digital changes.

Our thanks to the CXtech organisers for putting together a successful event. It was a day of great presentations and insightful discussions, and I especially enjoyed the salmon at lunch!

If you’re interested in learning more about AI-driven transformation in the contact centre, download our latest whitepaper A Chatbot for Your Contact Centre.

And if you’d like to see our chatbot, virtual agent and live chat solutions in action, be sure to request a live demo to arrange a personalised demonstration.

Creating Intimacy with APAC Customers Through Artificial Intelligence

By Chris Ezekiel, Founder & CEO

It’s more important than ever for organisations in Asia Pacific to connect with digital customers and create a convenient, efficient and seamless customer experience. When implemented properly, chatbots are a powerful tool to bring together the contact centre with self-service channels and navigate language and culture barriers to create conversational engagement with customers.

I’m looking forward to sharing how to join up the contact centre with digital channels through a combination of artificial intelligence (AI) and human input at the upcoming Hong Kong Call Centre Association (HKCCA) Symposium taking place on 25 October at the Hong Kong Disneyland Resort. Creative Virtual will once again be supporting our partner company Continuous Technologies at the annual conference. This will be my fourth year presenting on the symposium theme, which this year is ‘Customer Intimacy Through Artificial Intelligence’.

My presentation, titled ‘Artificial Intelligence, Customer Experience & the Contact Centre’, will provide practical advice and best practices for integrating chatbots, virtual agents and live chat with the contact centre to create successful digital transformation strategies. I’ll also be sharing insights from recent industry research along with a series of live demonstrations showcasing how organisations in APAC and around the world are already using AI technologies to improve their customer experience.

It’s a pleasure to be invited back to present at the HKCCA Symposium and great to be taking part with Continuous Technologies. We’ve partnered with them since 2014 and currently collaborate on projects such as Octopus Cards Limited’s virtual assistant Helen. The HKCCA always hosts insightful events, and this year’s theme is especially relevant as the customer experience industry continues to debate AI and organisations struggle with the best way to implement AI technologies.

If you are attending the 2018 HKCCA Symposium, be sure to join me at 14:00 for my presentation and stop by our booth to meet the team and learn more. I look forward to seeing you there!

If you won’t be at the event, we’d love to arrange a personalised demo to show you how your organisation’s customer engagement strategy can benefit from a combination of AI and humans.

I also recommend downloading the new buyer’s guide A Chatbot for Your Contact Centre for tips on using chatbots and virtual agents to align your contact centre with digital channels for seamless customer support.

CXtech: Exploring Technologies that are Transforming Customer Experience

By Mandy Reed, Marketing Manager (Global)

CXtech, a new technology conference and showcase, is coming to London on 12 October. Co-located with AI & Robotics: The Main Event, CXtech will explore what’s new, what’s working and what’s coming next in customer experience (CX) technologies as companies are connecting with customers like never before. Previously a sponsor of the AI & Robotics event, Creative Virtual is pleased to be a partner for CXtech this year.

The event brings together thought leadership, innovation and current case studies covering a wide range of CX technologies. In addition to presentations from expert speakers, attendees will also have opportunities to take part in networking sessions and visit the Solutions Showcase to see demonstrations of CX solutions.

Chris Ezekiel, Founder & CEO of Creative Virtual, is one of the expert speaker at the event, presenting as part of the ‘Digital Automation, Chatbots and Virtual Assistants’ stream. His session, Digital CX & the contact centre: AI, chatbots, live chat & knowledge management, will address the essential components of AI-driven digital transformation in the contact centre. Chris will share live demonstrations of chatbot and live chat implementations and discuss industry best practices for implementing successful digital CX initiatives.

The Creative Virtual team will also take part in the Solutions Showcase, providing live demonstrations of our award-winning chatbot, virtual agent, live chat and knowledge management solutions. Be sure to stop by to see some of our current implementations in action and learn how we are helping brands implement these solutions to create seamless omnichannel engagement. We’ll also be sharing tips to help you build a business case for these CX technologies in your organisation.

You can find more information about CXtech and the full conference programme on the CXtech website. If you haven’t registered yet, be sure to use our promotional code CV295 to receive a £300 discount off the price of a single ticket.

If you aren’t able to attend the event in London but want to learn more, we’d love to arrange a personalised demo at a time that works for you.

Automation Shouldn’t Force Customers to do the Work Themselves

By Chris Ezekiel, Founder & CEO

Customer Service Week was celebrated this week along with Customer Experience Day (CX Day) on 2nd October. These annual events got me contemplating on the future of customer service. Whilst I’m all for automation – as you would expect from someone leading a company that develops chatbot technology to automate customer service! – I wonder about removing the human element completely, especially when it involves the customer doing the work themselves.

This is why I’m not keen on supermarket self-checkouts. After a busy day, I want to switch off and walk around the supermarket with my head in the clouds – not have to scan, weigh, search for butternut squash on the supermarket’s database! And then it often goes wrong, and you have to ask for assistance anyway. It’s just such a bad experience for so many customers. The same with self-check-in at airports. Peeling off luggage labels and making sure they’re attached correctly isn’t my idea of fun.

Getting instant answers to questions instead of having to call or email a company is a great example of where technology does make for a better customer experience, as long as the system can quickly and seamlessly escalate to a human when it doesn’t have an answer. Deploying technology to automate tasks needs to be a win-win for the organisation and the customer: reducing customer service costs whilst improving the customer experience at the same time.

I also wonder about what effect removing the human element altogether could have on our society – who will us Brits have to moan to about the weather?! Luckily customer service chatbots can have a personality and engage in small talk – anything from talking about the weather to politely declining a date.

Yet, it’s not uncommon – or unreasonable – for organisations to worry about losing the opportunity to build human connections with customers as more and more of the experience becomes automated. They need to understand their customer journey and be smart about how they implement automation. In some situations, there is no substitute for engaging with a real human.

As Customer Service Week comes to a close, the challenges of delivering positive customer service experiences will stay top of mind for organisations. There’s no doubt that automation has an essential role in meeting those challenges in our digital, always-on society, but it should be in conjunction with the human element.

If you want to learn more, be sure to check out our newest whitepaper, A Chatbot for Your Contact Centre, and my most recent webinar presentation, Humans & AI: The Perfect CX Power Couple.

A Chatbot for Your Contact Center

By Mandy Reed, Marketing Manager (Global)

Contact centers around the world are celebrating Customer Service Week this week, recognizing their agents who deliver service and support to customers all year long. But many of those contact centers are missing an important team member. A team member who never needs a day off, who doesn’t get annoyed answering the same questions over and over, and who makes the rest of the team better at their jobs. They are missing a chatbot.

Chatbots and virtual agents have become essential tools for providing 24/7 self-service to digital customers. Yet many organizations are missing out on the added benefits of using these solutions in the contact center. Contact centers require a great deal of investment – from recruiting and training staff to putting the necessary tools in place for agents. A chatbot can help you maximize on those investments while creating a positive omnichannel experience for customers. They instantly provide agents with information to assist customers, reduce average call handling times, and increase first contact resolution. Training time for live agents is drastically reduced, and you build confidence with customers by assuring consistent communication from all agents.

A chatbot in your contact center works essentially the same way as a chatbot on your website, except the users are your agents instead of your customers. The tool understands questions asked in natural langue, as well as common abbreviations used by your contact center, and can guide agents through processes and forms step-by-step as they assist customers. By giving all staff easy access to the same level of knowledge regardless of experience, anyone from support teams to trainers and coaches can step in to answer customer questions with confidence at peak or busy times.

Contact centers looking to implement a chatbot need to be aware that not all chatbot and virtual agent technology is created equal, and not all solutions on the market have been designed for the contact center. The new whitepaper A Chatbot for Your Contact Center explores tips for selecting and implementing a conversational platform to support agents and provide an omnichannel customer experience. Designed to act as a buyer’s guide, it provides questions to ask when selecting chatbot technology for your contact center, guidelines for how to align your contact center with digital channels for seamless customer support, and best practices for successfully implementing and maintaining a conversational platform.

Outlining and executing successful digital customer experience (CX) initiatives continues to grow in importance as consumers become more digitally-savvy and digital natives gain more buying power. A successful digital CX strategy goes beyond what your customers are experiencing online to include what’s happening in your contact center. It’s crucial to select contact center tools that will not only improve performance now but set your contact center up for continued integration with the digital channels of the future. With chatbots, you can maximize on contact center investments, provide seamless omnichannel customer support, and incorporate your contact center into your digital CX strategy.

Download your copy of A Chatbot for Your Contact Center for important tips and questions to ask when selecting and implementing a conversational platform for your contact center agents.

Happy Customer Service Week!

Leverage Your Chatbot to Its Full Capacity

By Laura Ludmany, Knowledgebase Engineer

Chatbot technologies are becoming more and more common in the business world, but I think most companies have not realized yet how interdisciplinary these artificial intelligence (AI) tools can be. When talking about the obvious benefits of implementing a virtual assistant, organisations look on the short-term and middle-term goals, but long-term objectives can often be overlooked. Some of the quick advantages are taking the pressure of customer call centres and live chat agents, thus reducing operational costs; FAQs and other guidance content are instantly accessible for the customers, in an engaging, interactive way.

But what about the long-term pros of having a chatbot? As your chatbot matures, so does its “knowledge” and content, and the ability to recognize and analyse user inputs will be paired by a higher rate of accuracy, making it possible to keep your customers in the loop of the conversation. Once a virtual assistant reaches this level (the more work both provider and client put on it- the sooner it happens), it can be used as a strong marketing and even sales tool reaching customers within minutes. Plus, it will be providing up-to-date data, collected straight away from users.

Promotional offers, new products and services can be added to chatbots in a centralised place such as a related FAQ section, where they are automatically shown to customers in their very personal environment – while they are in front of their PC or even on their mobile phone.

A couple of weeks ago I had to book an appointment in my local bank branch. When I got to talk to the advisor, she looked into my data and explained to me that based on my balance and banking activity, I qualified to an account upgrade. Wow! – good to know I thought. My original query was something totally different. That made me think – for how long would I have been able to upgrade my account?

What if I could have just logged onto my personal banking online and while having a basic conversation with the chatbot, it would have suggested to me the same upgrade right at the time when I got qualified? No hassle of booking an appointment, travelling to my local branch, waiting for the queue and spending a good amount of time during my busy day? I guess this could have been an outstanding customer experience. When using logged in versions of chatbots, this can be reality, besides making transactions, balance queries and a bunch of other banking features.

Long-term benefits go beyond that. Interacting with users through a virtual assistant is a 2-directional flow – as organisations provide latest information to their customers, their customers provide feedback to the company. Customer surveys, trends, and analysis are important in today’s competitive world – but why totally outsource these tasks to an outside provider, when you can listen to the voice of your customers in real time?

Imagine having 50,000 conversations monthly available at any time, coming straight from your customers; imagine you can learn what they asked the most times and even see what they asked word by word; imagine knowing what your customers are after at this very moment. Sure, call centres and live chat agents keep records, but it’s time and cost consuming analysing conversations, and it’s hard to systemize raw data. Therefore, it can take a long time to answer to the demand of your customers, and it might take you even longer than your competitors.

Not long ago, a digital marketing manager from a financial organisation that is a Creative Virtual client, got in touch with me asking about all the questions asked to their chatbot having “abroad” or “holiday” in and the answers delivered to those questions. It took me approximately 4 hours to create a standardized, systematized report containing all of the user entries with those above 2 words and the corresponding answers. The report had about 3,000 word-by-word customer queries – providing a real insight to customer intentions, in a form of instantly accessible, completely free of charge, organized, systematic data.

To sum it up – AI technologies cannot only be used in reactive ways, but they can and should be used in a proactive way as well: to inform, advertise, and promote and to analyse customer trends and demands. Many organisations are still in a phase where they are deciding to deploy a chatbot as a response to common market practices and as a solution to take the pressure off live chat agents and call centres. But you can get so much more out of your AI solution, if you realize how powerful of a tool you have in your hands, you are able to detect issues and, most importantly, prevent them before they would even occur – what’s a better customer experience than this in the long-term?

I’ll leave that with you to ponder as we celebrate Customer Service Week. I also recommend watching our Humans & AI: The Perfect CX Power Couple webinar on-demand to see how organisations are already leveraging their chatbots for long-term success.

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!

Five Stars for Customer Service Week

By Mandy Reed, Marketing Manager (Global)

Happy Customer Service Week! Today marks the first day of the annual week-long international celebration of the importance of customer service and the people who serve and support customers on a daily basis 365 days a year. Delivering five-star customer service experiences doesn’t happen by accident. It takes careful planning, execution and cooperation across the organisation.

Whether delivered face-to-face or over digital channels, your customer service is a key part of your overall customer experience and a big factor in customer loyalty. Let’s take a look back at some of the customer service tips, trends and statistics we’ve shared over the past year in our annual blog post roundup:

  • It’s Time to be Realistic about AI, Chatbots and Live Chat – Right now we’re in a digital and artificial intelligence revolution, and it’s directly affecting organisations’ customer service strategies. Companies need to be realistic in their expectations about chatbots and virtual agents and how these solutions integrate with the changing role of the contact centre.
  • CX in 2018: Digital Transformation Means Combining Humans and Chatbots – When it comes to customer service and engagement, digital transformation means combining humans and machines. Organisations that ignore the importance of the human element or try to rely on pure AI are going to see their initiatives crash and burn.
  • What Goes Around Comes Around: A look at customer sentiment and intent – When it comes to building relationships with customers through self-service, true conversations need to happen – not just a session with Q&A pairs. It’s important to bring together customer sentiment and intent to deliver the best service experience.
  • Overcome Language and Culture Barriers with Chatbots – A major challenge for many organisations is engaging a customer base spread out across multiple languages with varying cultural expectations. This is especially true in the dynamic Asian markets. Deploying a chatbot in different languages breaks through the barrier of initial customer engagement in doing business in these countries.
  • Using Artificial Intelligence to Build Better Relationships with Customers – Customer service can be a key differentiator for companies in the marketplace, and recent research shows that the customer experience is still growing in importance when it comes to making purchasing decisions. It’s important that organisations go beyond the buzz and really understand how AI can help them build better relationships with their customers.
  • A Complete Omnichannel Experience for Those at a Desk and on the Move – Chatbots and virtual agents can now provide a complete omnichannel experience for customers at a desk or on the move. By being able to linkup channels – web, mobile, Facebook, messenger apps, voice assistants, etc. – companies are benefiting from delivering a consistent, accurate and seamless support experience that’s available to customers 24/7.
  • Meet the Team interviews – Members of the Creative Virtual team share insights, tips and expert advice from their many years of experience working with organisations around the globe to deliver quality customer service, engage digital customers and improve the overall customer experience.

Aligning Artificial Intelligence with Human Talent to Transform Customer Experience

By Chris Ezekiel, Founder & CEO

I recently presented on the CRMXchange Technology Innovation Showcase, a webinar we‘ve done for the last six years. Presenting on a webinar for an hour with about a hundred company executives listening from all parts of the world, with potentially hundreds of people listening to the recording later, and without any friendly faces to look at in the audience, or in fact without any feedback whatsoever, doesn’t sound like much fun! But I love it.

The reason I love presenting on a webinar of this nature is that it gives me the opportunity to present the best of what our employees, customers and partners have produced over the past twelve months. I’m fortunate enough to run an organisation that is at the forefront of helping organisations deliver superior customer experience in the modern world. Using technologies like natural language processing and machine learning, combined with the amazing talent within our company, is like a dream come true for me.

Don’t get me wrong, running a company in a highly competitive market is not always a bed of roses, but the joys far outweigh the negatives, and it’s preparing for a webinar like this that gives me the opportunity to reflect on all the great stuff our company does, and at the same time it helps me to contemplate the next generation of our products and services. We have some fantastic research and development projects going on that promise to transform customer experience even further.

The key to our success, though, is not to get too carried away with the latest and greatest shiny stuff, but to align our passion for innovation and technology with the needs of our customers. Timing is crucial for a company to be successful. And judging by the great feedback I received following this latest webinar (thank you!), I’m confident that Creative Virtual remains exactly on the right track.

I would like to say a big thank you to our Creative Virtual team for all their hard work and dedication, and to our customers and partners for all their great support. Thank you all for attending or taking the time to watch the recording, and to Sheri and CRMXchange for hosting the webcast. There’s still an opportunity to view the webinar, Humans & AI: The Perfect CX Power Couple, on-demand here.