Robotics

4 Trends that Improve the Customer Experience

When customer service teams want to differentiate themselves from the rest, they focus on improving and optimizing the customer experience. Companies are more than willing to go above and beyond for the sake of meeting and exceeding customer expectations. Here are four trends that will help distinguish your contact center.

Relying on Artificial Intelligence

Artificial intelligence (AI) is everywhere, from video games to the automobile industry. Customer service has been impacted by the increase in AI, too. This technology can be used to chat with customers about easy-to-solve issues, which frees up live agents for more difficult and complex matters. Automation with AI can reduce customer wait time, interact with customers and collect important data for the contact center to later analyze.

Implementing an Omnichannel Strategy

One major gripe that customers have is repeating themselves to various customer support agents in order to get an answer or have a problem solved. Channel integration isn’t the same as omnichannel service. Today’s companies can’t just respond to a customer, they have to know as much as possible about the customer and their problem beforehand in order to provide customized, relevant support. Customer service requires empathy and a human touch in order to connect meaningfully to the customer.

Analyzing Big Data

While much of the customer experience is about interaction and communication, big data still has a pertinent place in understanding customer behavior. Big data can actually help the contact center connect on a more personal level with customers. There’s so much information that can be tracked now, from customer behavior at every point of the journey to customer preferences regarding any number of attributes. Data helps customer support do things like figure out what a customer is going to want before they even ask for it and determine the best way to reach a customer on the channel of their choice.

Providing Real-Time Communication

Using things like AI, which can automate several processes, and ominchannel strategies, which can cut down on the length of time it takes to solve a problem, gives customer support agents the extra time to handle some queries personally. Real-time communication, specifically via mobile and social media, is in demand, especially by younger generations who are used to communicating in these ways. Being able to provide immediate support improves the customer experience and builds trust in customers.

5 Tips for Improving Your Contact Center’s Virtual Agent

The brand-customer relationship has evolved to now include self-service support and today’s consumers expect it to be available and personalized. The virtual agent (VA) is a form of self-service that allows the customer to interact with an automated system, albeit one that simulates human interaction. Improving your contact center’s VA system will enhance the customer experience.

1. The VA are available around-the-clock. One of self-service’s benefits is that it lets customers find and digest information on their own time and at their own pace. If the customer has a complex issue – which modern VA systems are able to handle – they can sit down to deal with it when they’re best able to.

2. During normal hours when live staff is available, offer the customer the opportunity to speak with a live agent. They should be able to either connect to a live agent in the moment or request a call back instead of having to wait in the queue.

3. Don’t simply send the customer to a list of FAQ based on their keywords. Intelligent VAs can do so much more than crawl for SEO – they can analyze phrasing to truly understand what the customer wants and respond accordingly.

4. Invest in the latest technology. Not every VA will remember personal details about a customer, but companies are coming out with new intelligent assistants that are on the same level as technology like Apple’s Siri or Amazon’s Alexa. Over time, these systems learn customer preferences and continually customize services to meet each customer’s needs.

5. Self-service should always be easy to find and use. For on-site virtual agents, like through live chats, the option should be on every page. When it comes to IVR, menu options should be clear and limited. If you find that people are quickly going from self-service to live support, reassess the self-service options you’re offering.

VAs provide an alternative, helpful service for customers that also lowers the operating cost of the contact center. When a customer can’t or won’t troubleshoot on their own, they turn to channels where they can have their questions answered quickly. Usually, that means interaction with a live agent. With a VA, though, the customer can access the information they need immediately, without waiting on hold for any length of time.

3 Tips for Implementing Robotic Process Automation

Robotic process automation (RPA) benefits the contact center as well as the customer. Behind the scenes, RPA can replace manual processes while increasing efficiency, make the most out of software, and eliminate the need for outsourcing. For the customer, RPA improves their experience and gets them answers as quickly and accurately as possible. However, RPA is only as good as your business process strategy. Here’s how to implement RPA so that it works as well as possible for the contact center as well as the customer.

  1. Pinpoint Which Processes Can and Should be Automated

Certain business processes will adapt better to RPA than others. Transactional processes are often a better fit for RPA than processes that require a judgement call. For example, a bank may automate the closing of fraudulent accounts so that there’s no time delay between when a fraudulent account is detected and when it’s closed. On the other hand, some aspects of social media customer service can come off as disingenuous when automated, making it a better option to have a team of agents who are responsible for responding to unhappy customers on social media.

  1. Stack Sub-Processes to Create a New Automation Model

Using RPA for one main goal may require several sub-processes that work together. The benefit of RPA is that it can be customized to the individual contact center’s business processes and needs. If you’re not reaping enough value from a current formula, consider splitting it up into sub-processes that build on one other. By tweaking the sub-processes to make them more effective, the overall result may improve.

  1. Test the RPA Plan Before Deploying It

No matter how sure you are that the new RPA plan is ready to be implemented, try it out during a pilot phase first. Involve the people who will be part of the program once it’s officially rolled out. You’ll have time to see how effective the plan is in real-time before replacing your current processes. The results of the pilot program will show you where improvements need to be made, if any.

RPA has a host of benefits, including reducing average handling time, improving agent productivity and limiting the time needed to train new agents. Only when RPA is setup correctly, though, can it help the contact center in these – and even more – ways.