Customer Service

70% of U.S. Employees Hold Positive View of Artificial Intelligence in the Workplace Today

Despite recent doom-and-gloom anecdotal reporting, a nationwide survey of 1,001 workers in the United States (U.S.) finds that 70% have an upbeat attitude toward new workplace technologies involving artificial intelligence (AI), such as chatbots, robots and augmented reality. Only 5% say they dislike new technology for putting their jobs at risk today. In fact, 32% of U.S. respondents feel AI will have a positive impact on their job in the next five years, increasing from 26% today. Just 19% of those surveyed express fear that AI/bots could swallow their jobs within the next decade.

These findings stem from new research by Genesys® (www.genesys.com) into the attitudes of employed Americans regarding the rising adoption of AI in the workplace. Genesys conducted an identical survey in six countries — the U.S., Germany, the United Kingdom, Japan, Australia, and New Zealand — for a total of 4,207 participants.

The picture isn’t all rosy, however. While 75% of Americans surveyed say they are “rarely” or “never” threatened by new technology at work, one quarter do feel unsettled by it. Happily, only 4% “always” feel threatened. This is fairly similar to respondents in Germany, the U.K., Australia, and New Zealand, but in Japan that figure jumps to 12%.

Is AI a Friend or Future “Frenemy”?

While 52% of U.S. workers surveyed say AI has not yet affected their jobs, that number falls to 29% when asked about a five-year timeframe, with expectations for an increase in both positive and negative effects. Part of the reason for the low percentage of AI’s current impact? It’s not as ubiquitous in the workplace as many people would believe. Among U.S. respondents, 68% say they are not yet using tools that leverage AI; surprisingly, there is not a noteworthy difference between large and small companies.

Survey results also shed light on AI’s influence on employee social interaction, ethics and upskilling, with worker attitudes varying according to age, company size, job status and job function. The overall impression? Employees have a generally positive view of technology now, but are less certain if technology enabled with AI will be their friendly co-worker in the future, or a “frenemy.”

“The survey findings substantiate a long-held Genesys belief that a blended approach to AI is best in customer contact centers as well as the workplace in general,” said Merijn te Booij, chief marketing officer for Genesys.

“Some jobs will evolve as human work combines with the capabilities of AI. The key for organizations adopting this intelligent technology is to help employees understand its potential to make their jobs more fulfilling by taking the mundane, easily automated tasks off their plates. This opens the door for more employees to apply skills AI just can’t replace – like creativity, leadership and empathy.”

Considering 27% of Americans say they simply cannot predict the impact of AI on their jobs five years down the road, and only half feel they have the skills to compete effectively, it’s increasingly important for companies to closely monitor the pace of AI adoption and employee training programs to address it.

A few additional U.S. findings related to overall attitudes toward AI include:

  • Two-thirds (66%) of the U.S. cohort say technology makes them more efficient in their jobs. This response is exactly the same across the three age ranges surveyed.
  • 8% of U.S. employees say they dislike new workplace technology such as AI and bots because it takes away their easy tasks.
  • More part-time U.S. employees (25%) fear AI will take their jobs within 10 years than do full-time workers (18%).
  • Surprisingly, exactly twice as many (26%) of the U.S. employees in the youngest cohort (ages 18-38) fear replacement by AI within the next decade as do their over-55 co-workers (13%).
  • Nearly 70% of U.S. employees trust their employers to use AI in an ethical way.

Survey Methodology and Participants

Within the U.S., a total of 1,001 adults completed the online survey in April. Respondents were evenly divided into three age ranges: 18-38, 39-54, 55-73, with women accounting for 65% and men 35%; less than 1% did not categorize by gender.

Approximately 80% of those surveyed have full-time employee status with the remaining 20% working part-time. Respondents came from seven categories of company sizes, with a total of 42% employed in companies of fewer than 250 employees.

While U.S. survey respondents work in a wide variety of industries, 77% fell into one of 11 functional job categories: Administrative, Assembly Line/Manufacturing, Customer Service/Retail, Doctor/Nurse/Caregiver, Education/Training, Finance/Accounting, Food Service, Human Resources, Marketing/Inside Sales, Media, and Driver/Transportation Provider. The remaining 23% fell into an “Other” job category.

For a copy of the full survey data, please contact genesys@sterlingpr.com

Seven “Must Have” Capabilities for Customer Service Applications

Written by Basabdutta Chakraborty

In the era of technological advancement, customers have endless choices of what products and services to purchase. To capture and maintain a higher market share require companies to create a meaningful corporate distinction. One way to accomplish this goal is by delivering a superior customer experience—one that capitalizes on the first impression about the brand and carries through on every interaction thereafter. To bring the best customer experience to life, consider these seven essential features:

  1. Omni-channel – Most customers seek the ability to engage from any channel of their choice from any device—email, telephone, chat, SMS, web, social or mobile app. To support a consistent experience across all the channels in the user’s journey, agents need to be able to respond to any inbound voice/text inquiries seamlessly. Therefore, to increase the productivity of an agent, a call center software needs to include a single user interface, where all inbound messages are tracked as tickets with contexts.
  2. Efficient ticket management – In order to resolve customers’ issues and queries efficiently and effectively, there are several factors to address:
    • Context and History. For each ticket, customer information and past ticket history should be available to the agent with relevant context.
    • Categorizing. Based on the ticket type, agents need to capture specific information, and perform grouping, merging, linking, cloning, and filtering.
    • Intelligent routing. Automated workflow can be configured to assign and route inbound tickets based on the agent’s skill, knowledge and workload.
    • Knowledgebase support. Depending on the issue type, relevant knowledge articles should be automatically shared with agents to provide better assistance.
    • Timely alerts. Based on Service Level Agreements (SLA) priority, agents and their supervisors should be notified on time.
    • Collaboration. Often complex issues require inputs from multiple agents. A live discussion forum can help them to collaborate instantly.
  3. Unified interface – While engaged in an interaction with a customer, an agent might require navigating through multiple systems. To minimize the screen switches, a unified user interface brings relevant applications to a single desktop. In this way, the agent can focus on the customer as opposed to the complexity of multiple systems.
  4. Self-service and chat-bots – In many cases, today’s customers prefer to resolve their issues themselves. Self-service options and capabilities empower customers by providing them with online searchable knowledge articles, FAQs, and discussion forums. Chatbots, on the other hand, help customers with informational and transactional inquires in a personalized fashion. Customers, however, should still have the ability to escalate to a live agent seamlessly in case of a complex inquiry.
  5. Personalized recommendations – Customers really appreciate it when they feel a representative is interested in them. The system should be capable of displaying personalized, targeted messages to the CSRs to assist them to develop a deeper bond. For example, while engaged in a conversation with a customer, if a CSR proactively says, “Ms. Smith, your credit card is going to expire in a month” or “your renewal is pending,” these personalized outreaches help build appreciative customers and long-term relationships.
  6. Predictive analytics – Knowing the next move of customers, ahead of time, is becoming increasingly more critical. Predictive analytics is the tool that measures customer satisfaction and determines future trends by analyzing past transactions and call history. Thus, businesses can identify potential threats in a customer’s journey and can take appropriate corrective actions. Similarly, the huge amount of call center data, such as average call handle time, ticket volume, etc. can predict if any agent’s performance needs to be improved or any additional staffing is needed or if the system’s performance should be enhanced.
  7. Cloud based application – Given there is a steady internet connection, a cloud-based customer service platform is undeniably a smarter choice than an on-site one for the following reasons:
    • It is easy to scale. Adding agents is just a matter of subscription, and so is spinning a new instance. It’s just a few clicks, and no infrastructure changes are required.
    • It is flexible. Agents can assist customers remotely, from any internet-connected device. Admins can make configuration changes and publish real-time.
    • It performs well and is stable. Most of the cloud providers ensures 99 percent+ uptime.
    • It saves infrastructure and maintenance costs. No hardware equipment is required. Patch, data backup-recovery are taken care of by the provider. It is secure. Dealing with personalized information of customers requires stronger data security and privacy, which is safeguarded by cloud applications.

    Key contributor to business growth – Customer experience is an important contributor to business growth. When done well, companies earn the trust and loyalty of their customers. Technology can provide the features that enable CSRs to do their job efficiently and effectively. The real success, however, comes from the commitment of the top executives to make customer experience excellence a key corporate initiative. When this happens, business and IT teams align on the strategy while defining the unique business and technical needs of their organizations. Continuous feedback from CSRs is a critical input in this process. Together they can build a better customer experience—one that enables them to stand out in the marketplace.

In the era of technological advancement, customers have endless choices of what products and services to purchase. To capture and maintain a higher market share require companies to create a meaningful corporate distinction. One way to accomplish this goal is by delivering a superior customer experience—one that capitalizes on the first impression about the brand and carries through on every interaction thereafter. To bring the best customer experience to life, consider these seven essential features:

  1. Omni-channel – Most customers seek the ability to engage from any channel of their choice from any device—email, telephone, chat, SMS, web, social or mobile app. To support a consistent experience across all the channels in the user’s journey, agents need to be able to respond to any inbound voice/text inquiries seamlessly. Therefore, to increase the productivity of an agent, a call center software needs to include a single user interface, where all inbound messages are tracked as tickets with contexts.
  2. Efficient ticket management – In order to resolve customers’ issues and queries efficiently and effectively, there are several factors to address:
    • Context and History. For each ticket, customer information and past ticket history should be available to the agent with relevant context.
    • Categorizing. Based on the ticket type, agents need to capture specific information, and perform grouping, merging, linking, cloning, and filtering.
    • Intelligent routing. Automated workflow can be configured to assign and route inbound tickets based on the agent’s skill, knowledge and workload.
    • Knowledgebase support. Depending on the issue type, relevant knowledge articles should be automatically shared with agents to provide better assistance.
    • Timely alerts. Based on Service Level Agreements (SLA) priority, agents and their supervisors should be notified on time.
    • Collaboration. Often complex issues require inputs from multiple agents. A live discussion forum can help them to collaborate instantly.
  3. Unified interface – While engaged in an interaction with a customer, an agent might require navigating through multiple systems. To minimize the screen switches, a unified user interface brings relevant applications to a single desktop. In this way, the agent can focus on the customer as opposed to the complexity of multiple systems.
  4. Self-service and chat-bots – In many cases, today’s customers prefer to resolve their issues themselves. Self-service options and capabilities empower customers by providing them with online searchable knowledge articles, FAQs, and discussion forums. Chatbots, on the other hand, help customers with informational and transactional inquires in a personalized fashion. Customers, however, should still have the ability to escalate to a live agent seamlessly in case of a complex inquiry.
  5. Personalized recommendations – Customers really appreciate it when they feel a representative is interested in them. The system should be capable of displaying personalized, targeted messages to the CSRs to assist them to develop a deeper bond. For example, while engaged in a conversation with a customer, if a CSR proactively says, “Ms. Smith, your credit card is going to expire in a month” or “your renewal is pending,” these personalized outreaches help build appreciative customers and long-term relationships.
  6. Predictive analytics – Knowing the next move of customers, ahead of time, is becoming increasingly more critical. Predictive analytics is the tool that measures customer satisfaction and determines future trends by analyzing past transactions and call history. Thus, businesses can identify potential threats in a customer’s journey and can take appropriate corrective actions. Similarly, the huge amount of call center data, such as average call handle time, ticket volume, etc. can predict if any agent’s performance needs to be improved or any additional staffing is needed or if the system’s performance should be enhanced.
  7. Cloud based application – Given there is a steady internet connection, a cloud-based customer service platform is undeniably a smarter choice than an on-site one for the following reasons:
    • It is easy to scale. Adding agents is just a matter of subscription, and so is spinning a new instance. It’s just a few clicks, and no infrastructure changes are required.
    • It is flexible. Agents can assist customers remotely, from any internet-connected device. Admins can make configuration changes and publish real-time.
    • It performs well and is stable. Most of the cloud providers ensures 99 percent+ uptime.
    • It saves infrastructure and maintenance costs. No hardware equipment is required. Patch, data backup-recovery are taken care of by the provider. It is secure. Dealing with personalized information of customers requires stronger data security and privacy, which is safeguarded by cloud applications.

    Key contributor to business growth – Customer experience is an important contributor to business growth. When done well, companies earn the trust and loyalty of their customers. Technology can provide the features that enable CSRs to do their job efficiently and effectively. The real success, however, comes from the commitment of the top executives to make customer experience excellence a key corporate initiative. When this happens, business and IT teams align on the strategy while defining the unique business and technical needs of their organizations. Continuous feedback from CSRs is a critical input in this process. Together they can build a better customer experience—one that enables them to stand out in the marketplace.

CX Transformation Benchmark Study from NICE inContact

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark gauges the changing attitudes of business contact center leaders and consumers in key areas of customer experience. The report compares global findings to the 2018 consumer wave of the study, and includes year-over-year findings for the US. Results reveal that businesses are confident in artificial intelligence’s (AI’s) role in delivering exceptional customer service experiences, but they overrate their own CX performance. Compared to consumers, businesses overreach when estimating their own net promoter scores (NPS), overrate their own CX success, and underperform when it comes to delivering seamless omnichannel experiences.

The results reveal that businesses are confident in artificial intelligence’s (AI’s) role in delivering exceptional customer service experiences, but they overrate their own CX performance. A few of the core findings from NICE inContact’s CX Transformation Benchmark include:

  1. Significantly more US businesses now offer automated assistants / chatbots online, at 54% compared to 44% the prior year.
  2. 63% of contact center leaders agree that chatbots and virtual assistants make it easier for consumers to get their issues resolved
  3. While 93% of businesses agree that consumers expect companies to provide a seamless experience when moving between channels, only 24% of businesses globally give themselves an excellent rating on allowing consumers to switch seamlessly between methods of communication.

To read more: http://get.niceincontact.com/Q219-CX-Transformation-Benchmark-Business-Wave.html

 

How Will Contact Center Channels Change in 2019?

Customer-centric businesses are working harder than ever to support all of the channels that their customers want to use. That’s why 84% of companies who consider themselves to be customer-centric have a heavy focus on supporting mobile channels for a greater customer experience. COPC reported that mobile care increases by 41% in 2018 alone.

The results from the 2018-2019 ContactBabel Report, as shown, illustrate that as mobile becomes more widely used by end users, channels like email, telephone, letter, and fax are expected to decrease in interactions. The channel with the largest expected increase in interactions for 2019 is web chat, with 56% of survey respondents believing there will be an increase. Social media customer service and SMS followed with 46% and 36% expecting an increase in interactions.inbound channnels

Both the need to retain strong CX strategies around traditional channels like email, voice, and IVR, and the need to add new channels has companies wondering how to create and run a true omnichannel contact center that empowers agents and delights customers. The ContactBabel Omnichannel Report walks though more stats from their survey, which could help you in your omnichannel journey.

inbound calls 2019

With traditional channels like voice, email, and chat, as well as channels like SMS/text, video, in-app, social messengers, and bots, Bright Pattern is the only true omnichannel provider that can be turned on in just days!

5 Strategies for an Enhanced Customer Experience

Customers don’t hesitate to talk about a negative experience with a brand ­– they tell their friends and, more importantly, post critiques online for the rest of your customers to see. Even one bad experience can spoil a customer to a company forever. Customer experience has to be a top priority for contact centers in order to promote satisfaction and loyalty.

  1. Treat all interactions with the same care.

There isn’t one type of feedback that’s more important than another ­– they’re all valuable and important. If you’re going to have various communication paths set up – Twitter, email surveys, live chat – you need to be available and responsive on all of them with the same amount of attention. Otherwise, consider if that channel is important enough to keep.

  1. Invest in cognitive computing.

Cognitive computing technology takes natural language processing a step further ­– it can tell how a person is feeling by analyzing the sentiment behind what they’re saying. The agent can then adjust their responses in order to improve the customer’s mood to either neutral or happy before the call is over.

  1. Allow all employees to make decisions.

Unless there’s a legitimate reason why an employee can’t resolve a situation on their own, give your agents the power to make key decisions. For example, if discounts or refunds are usually offered to customers who meet certain criteria, allow your agents to present the offer without having to transfer the customer to a supervisor.

  1. Offer excellent advice for the individual customer.

If you have advice to give, give it! The customer experience is largely based on building relationships. Customers will trust you if you give them valuable advice even when it’s not directly promoting one of your products or services. Creating a loyal customer can be more important than getting another sale right this second.

  1. Make self-service obvious and easy.

You can build a solid relationship with a customer without speaking with them one-on-one. Remember, the company overall is developing the relationship; the relationship isn’t between the agent and the customer, necessarily. Many customers want the option of self-service. Knowing they can accomplish a task on their own can boost the sentiment they have for your company.

When you put customers at the center of your business goals, you’ll be in a better position to deliver the quality experiences they demand.

3 Innovations in Customer Service

Technical advances have done a lot of wonderful, game-changing things, but they’ve also made it much easier and quicker for customers to complain. This has forced brands and contact centers to amp up their customer service strategies. These innovative customer service ideas could have a major impact on the customer experience.

  1. Let customers test products or services before purchasing them.

Free trials can go a long way towards landing committed customers. Trying before buying isn’t yet the standard across the board, but it should be. By letting customers try out your product or service for a limited time, you tell them that you believe so much in what you’re selling that you know they’ll get on board. Contemporary customer service is all about making the customer’s life easier. Let them wait to pay until they’re sure they want to make a purchase.

  1. Use videos to answer complex questions

The more complex a FAQ, the more text you’re going to need to answer it. A lot of customers aren’t going to take the time to read a lengthy blog or social media post, which means they’ll either (a) go without finding their answer, which won’t leave them as satisfied as possible, or (b) call to speak with a live agent, which puts more pressure on your staff. An excellent alternative is to record a video that answers the question. You can solve the problem in less time than it would take to read the answer, and videos are also highly shareable, so your customers can help you spread the word.

  1. Make it easy to do even unwanted actions.

Stellar customer service shouldn’t end when a customer wants to switch providers or go with one of your competitors. You should still treat the customer well even if you’re going to lose their business – treating them well at this stage could actually convince them to stay with you or come back at some point down the road. Transparency should be embraced at every stage, even if the customer wants to close or delete their account. By doing something like hiding the “delete account” button, you’re getting in the way of the customer having an easy, seamless interaction with your brand.

 

Impactful customer service strategies are thoughtful, too. By combining innovation with high-level awareness, you can appeal to the customer’s emotions while meeting their tech-savvy needs.

What’s on Your Supervisor Screen? Agent KPIs to Watch

In your day-to-day contact center operations, everything under the sun can be measured, reported on, and popped to your screen. When you’re bombarded by data, only the most-used KPIs deserve a spot on your agent desktop. How do you know which KPIs are the most valuable to your team, contact center, and business?

A Key Performance Indicator (KPI), also called a metric, is a value that you can measure, one that shows just how effective your business is at achieving its goals. If your top business goal is to boost customer satisfaction, for example, you’ll probably want to keep an eye on KPIs such as call abandonment rates, survey responses, average handle time, and so forth. Contact centers use metrics to collect specific data from every interaction, service, queue, agent, survey, and more.

In any contact center, the real-time metrics that supervisors use on a daily basis generally fall into common categories, such as these:

  • Agent metrics
  • Campaign-specific metrics
  • List metrics
  • Service metrics
  • Skill metrics
  • Team metrics

Nestled in each category, there can be dozens, if not hundreds, of metrics, and the ones that matter really depend on your company’s goals.

Your Agents, At-a-Glance

Do you know what your agents are doing, right now? Supervisors need dashboards and wallboards with real-time KPIs that signal which agents and teams need to be monitored. And when there are 50+ KPIs to choose from, how do you know which ones are the most important? The more metrics you add to a dashboard, the less useful a dashboard becomes. In this blog, we will focus on some of the most-useful real-time agent metrics for contact center supervisors to watch.

Agent State

An agent’s state indicates whether or not the agent can handle an interaction. It may seem basic, but this information is very useful to the supervisor monitoring a team of agents working both in-house and remotely. Agent State provides an at-a-glance look at whether agents are ready, not ready, busy, idle, or doing after-call work. For agents in the Not Ready state, this metric also provides the reason (e.g., lunch, break, meeting, etc.).

Agent State shows what every logged in agent on your team is doing right now. If all your agents are busy, you know why the queue is filling up with calls, or why callers are still on hold. Likewise, if all your agents are ready yet the queue is backed up and customers are not being helped, you have reason to suspect your services are not running.

Time in State

Time in State is how long (in minutes and seconds) an agent has been ready, not ready, and so forth. Generally, supervisors will know what duration is acceptable for service calls, chats, breaks, and after-call work, and the Time in State metric will give them a cursory view of who’s working as expected, who’s slacking, and who needs help. For example, the supervisor may want to check in on an agent who’s been in the Not Ready state for 24 minutes, with no reason given.

ACW Time

After-call work (ACW) consists of all the tasks that agents must do before they can complete the interaction, tasks such as setting a disposition, creating contacts, writing notes, setting follow-ups, and more. These tasks are important but tedious. Agents in the ACW state cannot handle a new interaction until this work is done.

ACW Time can show you which agents and teams are not accepting new interactions because they’re still working on the old. High ACW time can indicate it’s time to relieve your agents of this type of work and automate the tasks instead.

Sentiment

Displayed as faces that are happy, neutral, or angry, sentiment provides a quick glimpse at the general mood and satisfaction level of your customers, in real time. It’s not the sentiment of your agents. Happy faces mean happy customers, and angry ones spell low customer satisfaction and poor reviews.

When agents chat with a customer, for example, the system is utilizing Natural Language Understanding and other cognitive technologies to assess the customer’s satisfaction level. Positive keywords, statements, and expressions become happy faces in the supervisor’s monitoring screen and in the agent’s active interaction. Sentiment is also saved in interaction records and chat transcripts such as this.

The sentiment of an unhelpful chat session would immediately appear on the agent’s screen within the chat as well as on the supervisor’s screen. A slew of angry faces in the supervisor’s list view of active agent interactions means the supervisor should monitor those agents and step in to help.

Customer Satisfaction

Customer Satisfaction (CSAT) is the average result of surveys where the customer satisfaction question has been answered. The best way to know how your customers feel about your service, agents, products, or anything else, is to ask them.

Net Promoter Score

Net Promoter Score (NPS) is the percentage of points for all surveys where a response was given for the contact satisfaction question. The percentage is calculated out of the number of interactions, where surveys exist, by subtracting the percentage of promoters (values 9 and 10) by the percentage of detractors (values 0 to 6).

You want to have a high NPS at all times. Customers are more likely to respond positively to a contact satisfaction question if they had a good experience with a knowledgeable, helpful agent. For contact centers, NPS is key way to measure success

Contact Center Driven by Insights

Agent metrics provide detailed information about agent performance and customer satisfaction. These KPIs provide the insights you need for improving agent engagement and elevating the customer experience.

After all, customer experience hinges on empowering agents with the right training, tools, and service model. Bright Pattern’s omnichannel contact center software helps empower agents with unique tools that facilitate better conversations, boost agent performance, and deliver higher returns in customer satisfaction and agent engagement. Having a unified and powerful agent desktop that displays important KPIs helps to keep supervisors focused on teams and agents focused on customers.

You can learn more about how monitoring agent metrics can help improve agent engagement and customer service by downloading the Bright Pattern e-book.

Digital Disruption in Fintech Customer Service – an Uber Moment for All Industries?

Two years ago, during a brainstorming session at Customer Contact Week, a customer service leader from a government agency stated that it wanted its service to be as good as Nordstrom’s. What was a surprise at the time has become a new norm. Customers expect similar levels of customer service across industries.

Now, the financial services industry always an early adopter of new technology—is going through a wave of Uber- or Amazon-like digital disruption that will not stay within just financial services but will roll over into all industries. The smarter, more agile companies—midsized companies or large enterprises—will ride the wave and grow while others will struggle to stay relevant.

So what does this wave look like and what should customer service leaders in other industries be aware of? Let’s dive into what is happening in financial services and some lessons learned to see….

Fintech, Then and Now

Digital disruption has swept up the financial services industry, as traditional big banks are challenged by digital banks like Tangerine, traditional investment firms are challenged by companies like Wealthfront, and companies like Square or PayPal become digital financial services firms using innovative technology.

Many of the old-school companies are now either buying the financial tech (i.e., fintech) companies who plan to usurp them, partner with them, or just leverage the technology into their customer services operations.

To reduce effort and increase personalization, banks have turned to biometrics to authenticate. Rather than being greeted with an impersonal “name, rank, and social security number please” message, biometrics do the work and the agent can then greet them personally. Similarly, with 90% of consumers preferring online banking regardless of age, companies have rolled out chat text communication, and other forms of self-service. And more innovative companies are looking at video to increase personalization. OmniChannel banking is here, where the best of digital self-service is seamlessly blended with agents.

The shift to digital self-service can be significant to business. Take a look at Wells Fargo, for example, which announced earlier this month that it’s eliminating up to 10% of its workforce as a result of customers moving to digital channels and self-service. This is similar to AIG’s announcement a couple years ago to slash over a billion dollars of expenses as the company made similar moves to self-service and digital channels. Many of these shifts to digital channels and self-service are lessons other industries should heed and learn from.

So how do you compete if you are a midsize financial services company or large enterprise bank—or even in another industry? Customer service and customer experience remain the top strategy to win, especially when coupling this with disruptive digital approaches.

Let’s look at some key ways to win in financial services, ways that also are relevant to other industries too.

Key #1: Digital Channels of Choice

To stay relevant, it is key that your company handle not just classic channels such as voice, chat, email and text, but also emerging digital channels like bots, messengers and video.

Chat was the fastest growing channel most recently, but experts predict new messaging channels will overtake chat in the next wave. Forrester is actually predicting the average number of channels people will use often will increase from 9 to 11. Agents need to be able to communicate over these new channels and be able to hop across them if they have the right skills for the new channels.

Similarly, channels that customers prefer need to be offered to customers as a way to communicate with their digital banks. So the first takeaway is to provide customers with their digital channel of choice, both classic and emerging.

Key #2: Maintain One Conversation in Context

As communications happen over an increasing number of channels, you need a way to unify all these siloed interactions. If you want to keep customers and deliver frictionless communications, look for the entire customer journey rather than individual communications for each channel.

If you are communicating with a bot and then an agent, the agent should have at his or her fingertips all the context from communication on previous channels so they can provide an effortless customer experience. A single unified desktop that allows agents to see the full conversation in context empowers agents and makes for a much better experience for customers—whether you’re a digital bank or are in any other industry.

Key #3: Digital Conversations for a Mobile World

In addition to unifying all your channels in context, it is important to communicate with people where they are. In our super-busy, high-tech world, people are often looking at their mobile phone on trains, planes—and all too often—their automobiles. People are on the go. COPC recently reported that mobile care will increase 41% in 2018.

So make sure that your top channels can be accessed on mobile devices wherever the customer may be. Bright Pattern, for instance, allows in ap chat, file sharing, video chat, and more.

Banks had some of the most useful apps when they first created the deposit-by-picture feature. Yet, when you hit the “contact us” button in most apps in other industries, you are routed to a general phone number where an IVR asks you what language you speak rather than offer personal service.

Companies should take a mobile, personalized approach to their communications. Put the conversation where people are—and that is on the go.

Key #4: Cloud Customer Service is a Key Enabler

So how do you do all this—add digital channels, communicate seamlessly across them, respond to new channels, and more? Look to the cloud. A true “born from the cloud” customer service architecture where all channels are native versus bolt-on can give you a nimble platform in which you are the disruptor versus disrupted.

Cloud-first architecture is a truly agile, nimble platform because it doesn’t rely on legacy technology ported from old on-premises solutions. A cloud platform approach will break down the silos and deliver a simple solution that business users can make changes to without requiring costly IT and professional services. Our e-book explains how to safely transition your contact center to the cloud.

Final Thoughts?

The wave of disruption is everywhere, rolling through financial services and hitting other industries too. Ready to join the world of digital disruption sweeping through financial services? There is a brighter way to deliver disruptive customer service that smart companies are using, and it starts in the cloud.

I hope some of these keys were helpful. To learn more about staying relevant in this world of digital disruption, see Bright Pattern’s free e-book, 5 Keys: Effortless and Personal Omnichannel Customer Service.

How to Create and Improve Your Customer Experience Model

To create a consistent, customized experience for your customers, you need a well-rounded view of the entire experience and all its parts. When you’re able to see the customer experience in full, you’ll streamline targeting and optimize communication.

By streamlining targeting, you learn which customer segments are interested in specific products and services, plus which channels you should use to target these specific customers. You’ll then uncover the best ways to communicate with that specific segment, including the sort of messaging they respond to.

What You Need to Create a Customer Experience Model

Creating a customer experience model takes into account all of the different parts of the customer experience you may have already tackled, like data, the customer journey and personas. Here’s where you’ll bring them together.

Who and Why

During this stage, you’ll understand your customers and see them as humans, not as metrics. This is where you’ll define customer personas. A persona considers the goals, motivations and needs of your VIP customers, which is based on data and research. You’ll gather and understand personal details, like who they are, what they want and why they should care about your product or service.

When and What

This is where you’ll map the customer journey, which highlights the key interactions your customers have with you. In addition to when the touchpoints take place, you’ll also determine what happens at each one – what are the customer’s perceptions and experiences along the way?

How

To pull everything together, you’ll work to figure out which processes and systems you need in place.

4 Ways to Improve the Customer Experience Model

  1. Choose a business objective. It should be a high-level objective, one that directly relates to your strategic plan, and it’s also good if it has broad impact. Focus on creating results for just that objective.
  2. Choose one channel – and it’s okay to start small. You may choose one type of email communication or one social media channel, for example.
  3. Your plan should include performance targets and metrics. You’ll want to measure and report regularly so that you and your team know how well the strategy is working.
  4. Communicate with your team. Explain the reasoning behind the customer experience model, the changes that will take place and the results you’re after.

Tell us about your experience creating customer service models!

5 Trends in the Customer Service Industry

Every year sees new changes to the customer service industry, and 2018 has been no different. This year, the focus has been on improving customer service in order to meet growing expectations. Here are 5 trends that are influencing the industry right now, and they’ll likely continue – and be built upon – in 2019.

  1. Chatbots are providing customer care.

According to IBM, by the year 2020 as much as 85% of customer interactions will not be handled by a human. For the contact center, this means making sure chatbots are providing a great experience for the customer – poor technology or chatbots that are used incorrectly can seriously impact your bottom line.

  1. Cloud-based customer service software is the norm.

Contact centers that rely on cloud-based solutions can have remote agents located around the world. This means that different time zones and extended hours can be covered, offering customer service practically any time and from anywhere. This software can give a complete history of customer interaction, including past communication and notes that agents make about a customer.

  1. Success of the team has become a priority.

If individuals can provide great service, then teams of excellent agents can do even more. Teammate success is now a priority and contact centers are investing more in educating and training their teams. One way of making customer service teams more successful is by hiring agile agents who can handle more than one type of job.

  1. Increased reliance on self-service.

Self-service has been trending for a long time, but now companies are taking self-service to the next level by personalizing it. For example, customers may be shown only certain self-service options based on the products or services they have. This means that customers can get quicker access to the information they need without having to weed through an entire knowledge base.

  1. Software will seamlessly integrate.

Contact center technology systems are a big expense and they carry out integral jobs, like analyzing data and storing all sorts of customer information. Since software is so essential to the contact center, it’s important for different software and tools to integrate with one another. We’ll continue to see software that’s specifically designed to work seamlessly with complementary software so that you can piece together the best system for your contact center.

Have you noticed trends in the customer service world? Tell us about them in the comments.