OnviSource - Your Enterprise. Optimized, Automated, Unified.

Category Archives

2 Articles

Customer Experience Management Powered by Intelligent Automation

Customer Experience Management Powered by Intelligent Automation

Customer Loyalty vs. Customer Satisfaction

All enterprises should strive to create positive customer experiences that lead to customer loyalty. Customer loyalty is different from customer satisfaction.  It establishes a long-lasting relationship with customers. It is an ongoing process, not a single set of actions. Therefore, enterprises should develop a strategy for customer experience management.

Companies first focused on customer interactions by capturing and analyzing customer calls, emails and chat. Agent training soon followed to better serve customers during interactions. This approach helped to achieve customer loyalty, but it ignored other steps of the customer journey critical to Customer Experience Management (CXM).

4 Segments of Customer Experience Management

Customer experience management demands a view of the entire customer journey, consisting of the following four segments:

  1. Routing customer service requests to the right organization and agent rapidly with no need for the customer to repeat information
  2. Managing interactions for the best outcome for the customer
  3. Processing customer service requests quickly and accurately
  4. Capturing and analyzing customer feedback from all customer touch points during and after the completion of service, making changes and taking action toward improvement.

intelligent automation

Intelligent Automation Technologies Greatly Power Customer Experience Management

Enterprises can face major challenges in establishing these four critical segments effectively. This is where advanced Intelligent Automation (IA) technologies greatly enhance CXM programs.

The core components of IA is commonly used the same way in all four segments.

  1. Data and media capturing, unification, and big data management performed on all areas critical to the customer journey. This includes telecom platforms (network routers, IVR, PBX, ACD, etc.) and key performance indicators from workforce optimization, workforce management, customer relationship management and enterprise resource planning.
  2. Multichannel analysis (speech, desktop and text) of unified data and the creation of actionable knowledge
  3. Learning Decision Making Engines (LDME) driven by Artificial Intelligence (AI) further analyze actionable knowledge, make best decisions, and learn from historical data and analysis
  4. Automated actions driven by LDME launch actions and automate functions

 

Artificial Intelligence and Learning Machines are Key to Making IA a Practical Solution

customer journey

In customer service routing, IA automatically captures, monitors and analyzes the status and performance of all entities engaged in the customer journey. Routing makes the best decision and launches the action to intelligently route the service request in real time. It also captures customer information from each touch point and deposits it in a single place accessible to all agents and systems. This prevents customers from having to repeat information.

IA captures and analyzes customer interactions (calls, emails, chat, desktop transactions) to automatically conduct quality assurance, compliance management and customer sentiment analysis. Real-time coaching, workflow automation, reminders and notifications help automate agent interactions. Recent developments in AI-based chatbots and Intelligent Virtual Agent (IVA) technologies automate customer interactions while reducing enterprise expenses.

When it comes to processing customer service transactions, IA utilizes Robotic Process Automation to process repetitive tasks in various processes without errors. IA utilizes Business Process Automation to perform data collection, unification and analysis of transactions to automate business processes.

Finally, IA captures customer sentiment from every customer touch point during and after service. This can include social media content and customer surveys. IA analyzes the data and provides actionable knowledge to LDME that can offer conclusions, trends and actions.

Each of these four steps is designed to improve systems, processes and the interactions engaged in the customer journey.

11 views

Customer Care the New Differentiator

Customer care is the new differentiator.

Without a customer care strategy, companies can lose customers hurting their brand and growth.

Customer Care Strategy

Delivering exceptional customer care, support and service should no longer be considered as a corporate obligation, but as a strategic marketing and enterprise wide initiative. As technology improves, many business software and applications have become commodities. Case in point, contact center call recording. It has been around for over 20 years and was a huge benefit to financial enterprises and retail companies. Many businesses were founded providing this front office application. Fast forward to 2016, and call recording has evolved into sophisticated workforce optimization (WFO) solutions that include call recording, quality assurance/monitoring software and even automated speech analytics.

The point here is that if you are trying to stand out in a crowded arena you must offer something that differentiates you from the noise. One thing that has become very clear to many companies is the need to deliver immediate, and great customer care. Social media, and other multi-channel customer touch points, have elevated the customer’s reach beyond a telephone call. Companies must be prepared to handle inquires quickly and efficiently with a consistent message and process.

Companies that develop a cohesive customer support strategy will be able to differentiate themselves in many ways. Not only by delivering great customer care to existing customers, but also leveraging their customers to attract new prospects. It promotes credibility and enables the marketing of their customer care successes with customer case studies and testimonials. Happy customers remain loyal customers, and it is well worth the investment to keep customer care and service a high corporate priority.

As enterprise software products have become commodities, new advanced solutions can often be complex business applications to solve today’s needs. Therefore, customer care takes on a different strategy that begins even before a purchase is made. Vendors must do a good job of understanding a clients problems, root causes and other issues. What exactly are they trying to solve and with what result? A tailored solution often works best, and in order to purchase a new solution, different procurement options must be available that match both their business and financial requirements. Delivering a complex solution requires the vendor to assist new clients every step of the sales process – from analysis of their needs to recognition of their return on investment (ROI).

A few steps that need to be considered for a successful customer care launch include a CRM package to monitor all customer issues. Tracking software can be setup with alerts for time sensitive matters, and pre- and post-sales information. This includes sales and implementation data, technical support, and other customer service data such as technical advisors, software updates, and even system audits.

Customer Care

Exceptional customer care gives companies room to grow and keeps clients happy.

Voice of the Customer

Truly managing to successful customer care also involves utilizing customer service tools, multi-channel analytics and customer surveys to capture, analyze and take actions in order to respond to customer needs. This is key to improving customer sentiment and customer satisfaction. Establishing excellence in providing customer communication and service programs that drive to quick resolution and closure creates customer loyalty not just customer satisfaction. Customer care is not an option it is an expectation.

Remember, every employee, from the front office (contact center) to the back office (fulfillment), both share in the responsibility of providing great customer service. A well thought out strategy will enable repeat business through up-sales of products and services benefiting the enterprise with revenue growth and sustainability.

“Four reasons to invest in B2B customer service tech”

http://bit.ly/1PhP7ju

 

50 views