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Would You Rather Call Customer Support or Clean a Toilet?

By Mandy Reed, Global Head of Marketing

42% of Americans would rather clean a toilet and 46% would rather go to the dentist than call customer support.

These stats, just two of many in the 2022 Achieving Customer Amazement Study, likely have you nodding in agreement thinking about your own painful customer service experiences. Long wait times, disengaged agents, multiple call transfers, repeating yourself over and over – calling customer support has a bad reputation for a reason.

Having to call customer support is perhaps even more frustrating now than 20 or 30 years ago because we know that there are better and easier ways for businesses to provide customer service. Many of us would rather self-serve on the website, send an email, or chat with an agent online for most of our support needs, particularly when we are dealing with large companies. When we do need or prefer to make a phone call to speak with someone, a bad experience is made worse by the knowledge that there are ways to make support calls less painful which many contact centers aren’t utilizing.

Poor customer support experiences create unhappy customers, bad reviews, and lost revenue. Here are a few questions to ask about your customer service to help make it more pleasant than cleaning a toilet:

Do you make it easy for customers to reach your contact center?

Self-service options like chatbots and virtual agents are increasingly preferred by customers, but they can’t – and shouldn’t! – completely replace human contact center agents. Instead, they should be integrated with human-assisted options such as live chat and call-back so users can reach a human when needed without starting a whole separate engagement. When escalating customers from self-service to a live agent, the experience should be as seamless as possible. The agent should have full visibility of the customer’s conversation with the chatbot so they can pick it up right where the self-service experience ended.

Also, don’t make it difficult for customers to find your contact details. Companies that hide their support phone number and email address aren’t keeping customers from contacting them with issues. They are just making customers who are already annoyed about needing to contact the support team more frustrated. They have started the support experience negatively and made the job of their contact center agents even more difficult.

Do you intelligently route customers to the right agent?

Customers reaching out to your customer support channels want the ability to reach the right person to solve their issue. They don’t want to repeat their problem to multiple agents or waste more time on hold as they are transferred from department to department. Having agents specialized in specific areas is a great way to improve customer service, but only when customers are being connected with the right expert from the start.

Forward-thinking companies are using conversational AI to intelligently route customers to the right agent the first time. This technology can be used with IVR (interactive voice response) solutions for customers calling the contact center. It can also be used when handing users over from an automated chatbot to a live chat agent or call-back option. This improves the experience for both customers and agents, as well as helping to reduce the time it takes customers to have their issue resolved.

Do you provide agents with the best training and tools?

Customers want your contact center agents to be both knowledgeable about your products and services and able to convey that information in a kind and helpful way. That only happens when you provide your agents with the proper training and contact center tools. These two elements go hand-in-hand as the agent tools you have in place greatly impacts agent training.

Easy-to-use desktop conversational AI solutions improve agent performance, reduce training time, and cut average call handling times (AHT) by enabling quicker resolutions. A virtual agent designed specifically to support the agents in your contact center gives all staff members easy access to the same level of knowledge regardless of their experience. Agents can quickly find step-by-step guidance for even the most complicated procedures, processes, and applications. When agents have instant, reliable access to all the information they need in one place, they can focus on creating positive, efficient, and empathetic engagements with your customers.

Would customers rather clean a toilet or go to the dentist than call your customer support?

If the answer to this question is yes, then it’s time to make some changes to your customer support strategy. Start with simple changes, like making sure contact information for your support channels is easy to find. If you aren’t already leveraging conversational AI for self-service and in your contact center, now is the perfect time to explore those options. Recent developments in this technology make it a great choice for improving some of the most common customer frustration points.

Want to learn more? The whitepaper by Insurance Thought Leadership, The Virtual Insurance Agent, provides insights on improving customer experience with conversational AI that are applicable for all industries. Also check out the Guide to Selecting a Virtual Agent or Chatbot Vendor for tips from industry experts on how to implement and maintain successful solutions.

Better Digital Support with the Virtual Insurance Agent

By Mandy Reed, Global Head of Marketing

Insurance companies have always had the challenge of delivering personalized support for their customers. From selecting coverage and understanding benefits to confirming payments and filing claims, both policyholders and agents need information that is customized to them. As the expectation for companies across all industries to offer digital, 24/7 support and self-service has grown, delivering a positive experience has become more challenging than ever for the insurance sector.

Fortunately, advances in conversational AI technology are helping insurance companies escape from the dangers of frustrating, disjointed experiences by creating the seamless digital support options policyholders and agents need. According to industry experts at Insurance Thought Leadership (ITL), “The sky is the limit for conversational AI.”

In their whitepaper The Virtual Insurance Agent, ITL takes a detailed look at how conversational AI is allowing insurance companies to greatly improve their customer experiences while also reducing costs. With the right integrations, conversational AI tools – like virtual agents and chatbots – can reach across silos and into back-end systems to pull together all the relevant information and customer data to deliver the right responses in a consistent tone. The technology has the capability to both provide the best self-service options to customers and improve insurers’ interactions with agents.

ITL identifies six common use cases for conversational AI in the insurance industry, explaining the benefits and limitations of each example.  All of these – selecting coverage, filing a claim, understanding benefits, updating policies, educating insurance agents, and supporting the contact center – represent perfect opportunities for successfully automating top service queries through personalized, integrated conversation flows.

Being able to respond to such a high percentage of contacts from customers and agents with conversational AI delivers valuable benefits for insurance brands. They can:

  • Create better customer experiences and meet expectations for digital support
  • Improve agent experience and boost productivity
  • Reduce contact center traffic and alleviate pressure on busy live agents
  • Increase revenue by reducing customer churn and making the buying process easier
  • Lower support costs and improve efficiency by simplifying complex processes

According to ITL, “Conversational AI is one of those rare beasts in business: It delivers demonstrably better service to customers while cutting companies’ costs.” Isn’t that every insurance company’s dream?

Read more on these insights from ITL by downloading the full ‘The Virtual Insurance Agent’ whitepaper.

Also check out the short video below for a closer look at how Creative Virtual’s V-Person™ for Insurance brings together chatbot, virtual agent, and live chat technologies with extensive industry experience to create reliable digital support that is personalized, convenient, and efficient.

 

Can Conversational AI Make Your CX More Human and Empathetic?

By Mandy Reed, Global Head of Marketing

For years automated self-service tools like chatbots and virtual agents have been criticised as being a cold and impersonal way of supporting customers. Opponents of these conversational AI solutions claim they remove the human touch from the customer experience and keep companies from being able to build real relationships with their customers.

As conversational AI technologies have improved and customer preferences have shifted more towards self-service options, some of these critiques have become less relevant. Certainly, over the past two years with the pandemic making in-person interactions less possible or desirable, there has been a significant uptick in the acceptance and expectation of digital support. Many companies have found their virtual agent solutions to be a lifesaver for both their customers and their business over that time.

Yet, it’s also clear that technology can’t fully replace the need for real human interactions. No matter how advanced and integrated your conversational AI tool may be, some support issues are best handled by a contact centre agent. And some consumers will always prefer to talk to a human even when self-service options are available. Any conversational AI vendor worth their salt will never advocate for their technology to completely remove the human from the experience for these reasons.

In addition to the push to digital, the pandemic has also brought a crushing load of personal and professional stresses for your customers – financial concerns, deaths of loved ones, long-term health issues – added on top of their usual day-to-day stresses. This has made the human interactions they have with your company even more significant and potentially challenging for your employees and agents.

Gartner has predicted that by 2026, 75% of customers who call customer service and support will do so because of loneliness, and not because they have an actual service issue. That alone will have a massive impact on your contact centre. It further highlights the fact that you need to equip your agents and employees with the right tools and training to properly support vulnerable customers.

Unfortunately, for some businesses all this compounds an already existing struggle to properly assist vulnerable customers. Recently someone I know tragically lost everything in a house fire – thankfully she, her dogs, and her neighbours are all fine! Most of her interactions with her utility companies were fast, smooth, and empathetic. However, the call she had with one provider was horrible and made an experience that was already traumatic even worse. After a 45-minute wait to connect to an agent, she was pressured to pause her service (at a monthly cost) even after being clear she wanted to cancel, told she had to go into the house to recover their equipment (or be charged for it) despite her saying everything in the house was a total loss, and pushed for a new address for them to send her final bill even though her account had been on autopay for 10 years.

It was very clear that this agent did not have the proper training or tools to deal with a customer needing assistance after a catastrophic loss. This company missed the opportunity to build a stronger relationship with a long-standing customer through a supportive, empathetic human interaction. Instead, they have both lost a previously loyal customer and delivered an experience so bad that she’s shared it with her family, friends, and followers on social media.

One of the CX trends Gartner has identified for executive leaders in 2022 is increasing the capability for customer empathy at all levels of the organisation. For some companies, a focus on trust and empathy is long overdue. For others, this is already a priority and part of the internal culture.

In fact, some forward-thinking companies are using conversational AI to make their customer interactions more human and empathetic.

Conversational AI solutions designed specifically for the contact centre have been creating better experiences and improving agent performance for years. A perfect example of this is Motability Operations, an organisation in the UK that provides cars, wheelchairs, and scooters to more than 630,000 customers with severe disabilities. They have used a virtual agent tool in their contact centre since 2007 to support their advisors taking incoming calls. They have won numerous awards and recognitions over the years for their tool, including a 2015 Customer Contact Innovation Award.

The judges selected Motability Operations because their “approach to knowledge management builds trust and supports effective conversations, getting it ‘right first time’, optimising call length and – above all – helping advisors give customer confidence.” The conversational AI tool gives every agent in the contact centre access to all the information at their fingertips, so they don’t need to worry about how they are going to find the right answer. Instead, their focus can be on listening to the caller and engaging with them in a human and empathic way.

Virtual agent solutions are also helping other company employees outside of the contact centre improve their human interactions with customers. Some organisations have deployed internal conversational AI tools to give employees easy access to information on products, services, and processes. With the right integrations, these tools can even allow employees to submit forms, check on account information, and update orders all in one place.

One major financial services group, after seeing the benefits of using internal virtual agents for years, deployed a new conversational AI solution designed to help employees provide specialist support for potentially vulnerable customers. Employees can use search terms such as ‘job loss’, ‘autism’, and ‘anxiety’ to access tips on how to support the customer’s needs sensitively and effectively. The tool also includes a glossary and links to practical and helpful resources.

Think about how much better my friend’s interaction would have been after the traumatic loss of her home if the agent she spoke with had access to that kind of conversational AI tool. A quick search for ‘house fire’ could have provided him with the proper questions to ask and special accommodations that could be made for a customer in that situation to create a supportive, empathic experience at such a vulnerable time.

As your organisation works to increase customer empathy this year and provide better support for vulnerable customers, consider how conversational AI technology can help you do that. Instead of removing the human touch from your CX, conversational AI can make your engagements with customers more human and empathic.