Posts

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.

Nobody Puts the Customer in the Corner

By Mandy Reed, Marketing Manager (Global)

Happy Customer Service Week! Each year the first full week of October brings the week-long international celebration of the importance of customer service and the people who operate by the motto ‘Nobody puts the customer in the corner’ by providing great customer service every day of the year. From those who provide face-to-face service to those working in contact centres to those responsible for supporting self-service channels, delivering quality customer service is a team effort, and we salute you all.

As we shine the spotlight on customer service professionals this week, let’s take a look back at some of the trends, tips and statistics we’ve shared on customer support and the contact centre over the past year with our annual blog post roundup:

  • The Future of the Contact Centre – Technology is altering the way customers engage with brands and increasing their demands for instant 24/7 customer service. The traditional model for call centres and contact centres is no longer providing the experience customers have begun to demand. As organisations look to meet the expectations of digitally-savvy customers, changes in the contact centre and the job descriptions of customer service agents are going to be key to digital transitions.
  • Live Chat vs. Virtual Agents: A Story of Overcoming the Divide to Work Together in Perfect Harmony – In the not too distant past it wasn’t uncommon to come across organisations struggling to decide between live chat or a virtual agent on their website for customer support. However, now the either-or debate is changing into a discussion of how to bring these two technologies together to work in perfect harmony. Organisations that continue to view them as stand-alone tools instead of complementary solutions are going to struggle to provide quality digital support experiences for their customers.
  • CX in 2017: A Tale of Empowered Customers, AI and Self-Service – According to Forrester, companies are under attack from their customers with technology-empowered customers deciding the winners and losers. The analysts at Gartner have also been following these technology-driven changes in customer preferences and predict that by 2020 the use of virtual customer assistants (also called virtual agents or chatbots) for providing better customer service will increase by 1,000%. Knowing you need to offer digital self-service and successfully implementing these tools as part of your overall customer service plan are two very different things, though. The best way to start is by educating yourself about digital engagement solutions and customer expectations.
  • Conversational Commerce for Demanding APAC Customers – The Asia Pacific region had been seeing the change to self-service happening separately from the contact centre which then created new challenges for companies. Now contact centre professionals are coming to understand that virtual agents and chatbots can work together with contact centre agents and are seeing the benefits of including these conversational systems as part of their overall customer service plans.
  • Is the Contact Centre Part of Your Digital Transformation Programme? – Every organisation is in the midst of digital transformation programmes and the contact centre needs to be a key part of that, although that’s not always the case today. In the future, the contact centre will be the centre of excellence for the knowledge used across customer support channels and organisations need to put the necessary tools in place to facilitate that change.
  • Infographic: Are Chatbots and Artificial Intelligence Threats to Your Contact Centre? – Some academics and experts are warning about the dangers of AI, predicting everything from a huge loss of jobs to the end of the human race. At the same time, industry analysts are predicting significant increases in chatbots and virtual agents in the customer service space. This infographic gives a realistic overview of the impact of AI, chatbots and virtual agents are having on the contact centre.

 

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.