Self-Service

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.

6 Contact Center Technologies to Delight the Customer

Sometimes you have to rethink how you service clients in order to continue improving the customer experience. These six contact center technologies are sure to enhance each customer’s journey, which helps retain them, improves word-of-mouth marketing and elevates your reputation.

  1. Call-Back

If a caller wants to speak with a live agent even though there’s a long wait time, let them opt to get a call back when an agent is available. Allowing the customer to continue with whatever they were doing, instead of having to hang on the phone for several minutes, will keep them happy and let both the customer and the agent deal with the issue efficiently.

  1. Contact Routing Software

Contact routing software passes customers along to the right agent quickly. This technology encompasses all communication routes, including chat, email and voice. Instead of speaking with an agent and then being put on hold to be transferred, the software gets the customer to the correct agent the first time

  1. Interactive Video

When customers call to speak with a live agent via their mobile device, interactive videos play ads, entertainment or promotions during hold time. Not only does this keep the customer’s attention, but it may answer one of their questions or tell them about a product or service they might want.

  1. Two-Way Social Media Conversations

Brands have known for a while that they need a presence on social media, but now customers want a two-way conversation. It’s no longer acceptable to give customers a place to go just so they can provide feedback or learn more about you. Your agents have to actually respond now, quickly and in a personalized way.

  1. Unified Communications

“Omnichannel” has been a buzzword for a long time, but not enough companies are truly embracing it yet. The best customer experience is when the agent can be reached on any device and access up-to-date purchase, service and communication history. Going into a conversation and already having context is imperative.

  1. Voice Response Software

The days of having to listen to lengthy menus and submenus, trying to remember the different numbers to punch in your phone, are gone. With integrated voice response software, the customer can access the right self-service selection by speaking in a natural way.

Contact centers that want to compete need to embrace digital transformation and modern technology.

Customer Journey KPIs Every Contact Center Should Track

 

The customer journey can be a difficult thing to map and understand. With so many touchpoints along the journey, the map isn’t predictable and linear, yet it’s still necessary to monitor and analyze. These Key Performance Indicators (KPIs) will help you gain insight from the customer journey and move on to improve it.

Customer Effort Score (CES)

Even if a customer prefers self-service to live agent support, they don’t necessarily want to put a ton of effort into solving their own issue. Self-service shouldn’t be a difficult-to-implement alternative to normal customer support. Instead, it should meet the needs of the type of customer who seeks out self-service via quick, easy-to-find answers and the ability to make changes sans agent assistance.

Customer Satisfaction (CSAT)

Some of the most important customer journey touchpoints will occur when the customer interacts with a support agent. CSAT is the measure of the customer’s satisfaction before, during and after they contact customer service. If CSAT scores are dropping, it may be time to look closely at agent productivity, ticket management and self-service options.

Net Promoter Score (NPS)

The NPS will tell you if your customers are going to recommend your products and services to others. You have to go deeper here, though – why will your customers recommend your products and services, or what it is that’s keeping them from doing so?

Customer Churn / Retention Rate

Customer support teams for subscription-based products and services have to pay special attention to retention rate. If you see a lot of customers leaving around renewal time, it’s necessary to figure out why you lost them. What part of the customer journey is causing customers to change their mind? There’s a snag somewhere.

Customer Success

Customer Success isn’t a single KPI, but instead a customized KPI program based on your specific business, customers and goals. A Customer Success strategy may include Up- and Cross-Sell Rates; Average Revenue per Customer; or Rate of Adoption, which starts with defining beginner, intermediate and advanced customers or users. You may also want to include Retention Rate, NPS and CES in your customer success KPIs. Think of Customer Success as an overarching customer journey strategy based on what success means for you.

Customer journey KPIs may be difficult to track, but they come with a big benefit – often, improving one will have a positive impact on another.

3 Reasons Your Contact Center Should Implement Voice-Enabled Self-Service

By harnessing the power of voice technology, your contact center can alleviate some of the stress placed on your workforce and your bottom line. When it comes to important, urgent or complex issues, most people still want to speak with a live agent. However, for simpler tasks like asking basic question, ordering products or checking delivery status, customers would rather depend on self-service. Here are three reasons why you should consider conversational self-service.

  1. You’ll get rid of complicated menu trees.

Old IVR models have lengthy, complicated menu trees that today’s customers don’t have the patience to deal with. With an old touch-tone or directed dialog-based IVR system, the customer would hear something like, “For account balance, say ‘account balance’ or press 1; for bill pay, say ‘pay my bill’ or press 2…” etc. With voice-enabled self-service, though, the customer can say something much more natural, like, “I want to check my account balance,” and be directed to the correct place the first time around. This streamlined approach to self-service means that fewer customers will opt out of the self-service module in order to speak with a live agent.

  1. Customers prefer it. 

Today’s customers don’t just opt to use self-service when it’s convenient, they actually prefer it, and conversational self-service is an even simpler, quicker way to engage with a company than before. The customer will have a similar experience to speaking with a live agent but without hold times, lengthy conversations or even niceties that can sometimes extend a call. The customer experience with conversational IVR is intelligent, personalized and efficient.

  1. The results are impressive and big companies are noticing.

When American Airlines upgraded their IVR system with Conversational IVR from Nuance, the saw a 5% decrease in the number of calls handled by live agents. When they realized their old IVR system had become antiquated (up to nine different voices; only some speech-enabled applications) they decided to modernize with a new system that would offer a more streamlined experience. They’ve gotten excellent feedback, finding that customers love interacting with the new system, which feels very much like chatting with a live agent.

Your customer service performance can only be based on your contact center’s weakest channel, not the strongest. With an advanced voice-enabled self-service system, interaction time is lowered, customer effort is eased and tasks are simplified.

4 Ways to Maximize Self-Service with IVR

The contact center’s primary goal is to help customers who need information, whether that’s completing a transaction, accessing their account or troubleshooting a product they’ve just purchased. Many of these needs don’t require a live agent and can instead be handled with self-service and IVR technology. Here’s how to help your customers help themselves.

Get to Know Your Customers

Determine the main reasons why customers get in touch with support. Then, setup custom IVR channels to handle those queries. Knowing customer requirements and coming up with coinciding self-service strategies will free up agents who usually field the same types of calls all day long. It’s important to track trends over time, too, because as products and services change and evolve, your customers’ needs will as well.

Automate the Simplistic

Simple or mundane tasks should always be included in your IVR menus. Providing customers with company information, like store hours, locations or directions, doesn’t require the help of a live agent. Additionally, tasks like updating account information or making a payment can be handled 100% via self-service. Even some in-depth technical issues can be taken care of with IVR, so long as the step-by-step instructions are clear.

Create Effortless Menus

If you’re offering customers want they need via IVR but they’re still not using it as much as you want them to, it could be because the menu options are too confusing. Company-speak is fine to use internally, but customers won’t understand technical phrases. Menu items should be basic and comprehensible to everyone.

Know When to Escalate an Issue

Self-service is only beneficial as long as the customer wants to handle things on their own. When they get frustrated, it’s time to have a live agent step in and swiftly handle the problem. When a customer is having trouble with IVR (for example, after trying more than once to enter information) or they specifically request to speak with a live agent, they should be transferred as quickly as possible.

IVR positively affects the contact center’s bottom line while providing customers with a communication alternative.

 

 

 

 

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.

Learn from this Sample Customer Journey: Booking a Flight to Boarding the Plane

Today’s customer journey considers the beginning-to-end experience that the user follows to complete a task. Often, the journey involves numerous channels and devices that all must interact with the customer wherever, whenever and however they want.

Air travel can be exhausting, both physically and mentally, especially if the many plans that have to be in place don’t come together. Delayed or canceled flights, difficulty scheduling backup flights, lost luggage and missed connections are just the beginning of the travel headache. Done correctly, the customer journey of a person who’s traveling can be greatly eased with intuitive messaging and thoughtful touch points. Consider this modern customer journey for the traveler:

• Book your flight online well in advance to secure the best ticket price.

• Receive a push notification from the airline’s mobile app that allows you to check-in the night before your flight.

• Choose the way you’d like to receive your boarding pass (saving it to your phone, via email, etc.).

• At the airport, visit a kiosk to scan the boarding pass on your phone and then print your baggage ticket.

• Show security your digital boarding pass.

• Receive immediate flight status updates through your preferred contact method (text message, email, app push notification, etc.).

• While on the flight, go to the airline’s website on your phone, tablet or laptop to watch movies.

Traveling of the past was often rife with long lines to get to an agent at the airport, paper boarding passes that can get easily lost and difficulty keeping up with the latest flight changes. The reason the new, digitally-enhanced customer journey flows so well is because the airline (or booking service) the traveler uses offers online and mobile access; remembers personal information, allowing the company to send customized alerts to individual travelers; has multiple digital options for doing necessary travel tasks, then syncs those options (saving the boarding pass to your phone then scanning it at the luggage tag kiosk); and generally keeps travelers in-the-know regarding their trip. Once on the flight, the company is further able to keep the traveler happy and entertained by offering in-flight Internet service and other types of free entertainment.

This type of customer journey takes into account the cornerstones that customers need: consistent and proactive service, optimized features, collaborative options and seamless transitions.

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.

How to Improve Your IVR System

In theory, an IVR system is a great idea. Customers can get personalized support without having speaking with a live agent. When you break the cardinal rules of creating a user-friendly IVR system, though, you risk irritating customers and overloading your agents with live calls.

Simplify Options

Too many options are impossible for callers to remember. Menus within menus are confusing and long-winded. Customers will default to speaking with a live agent or choosing options that sound close to what they want just to get on with it.

Name the Department First

The department should always be named before its associated number You may think that a caller will easily remember to “press 1 for sales,” but “for sales, press 1” is much more fool-proof. This makes it easier for the caller to associate the number with the department. Otherwise, they’ll have to repeat the menu or just opt to speak to a live agent.

Allow Extra Time

It’s great when an IVR system can access detailed customer information, like an account number or tracking information. However, it’ll take the customer a moment to jot that number down. Give them a few extra seconds, say the number twice and offer a way for the customer to have the information repeated. If the customer misses the one detail they called in for, the IVR system hasn’t done its job.

Don’t Hang Up

Some IVR systems will automatically disconnect the call if the wait is too long. Even if there’s a lengthy queue and the caller will need to wait for a long time, it can be more frustrating to get hung up on. Some callers prefer waiting instead of having to call back at a future time, even if the wait time will be shorter. Offer a callback option that will hold their place in line and ring them when an agent is available.

Maintain the Same Voice

The same voice – a human voice, not a robot one – should be used throughout the entire IVR system. Switching voices is distracting and the caller may not focus on what is being said as much as the new voice. Maintaining the same voice throughout each menu and option is the most professional option.

AI integrations like IVR can be incredibly helpful for the contact center, so long as they make less work for agents.

A Vision of Seamless, Fully-Integrated, End-to-End Customer Engagement

V-Person Live Chat

By Chris Ezekiel, Founder & CEO

Today is a truly momentous day, and a very proud one, for all of us at Creative Virtual. Our vision has always been to offer organisations the technology to enable seamless, fully-integrated, end-to-end customer engagement, and to back that technology with the experience of an expert, knowledgeable team. Once we established ourselves as independently recognised leaders in the virtual customer assistant (VCA) space, we underpinned all our channel support with our critically-acclaimed V-Portal™ (knowledge management, workflow management and business intelligence) platform. Today we realised our vision with the official launch of our newest product: V-Person Live Chat™.

Defining industry best practice

V-Person Live Chat completes our customer engagement jigsaw because it successfully blends virtual and real customer support in a way that no other vendor in the marketplace can provide today. Our many years of experience with integrating our V-Person virtual agent technology with other live chat systems made us realise that there was a huge opportunity for organisations to benefit from a deeper blending of the two technologies. This inspired us to develop our own live chat product which is now defining industry best practice through the tight integration of a single knowledgebase for both virtual and real agents, a unique feedback loop and a customisable workflow provided by V-Portal.

At Creative Virtual we closely monitor developing trends and the evolution of engagement touchpoints in order to provide enterprises with cutting-edge Smart Help solutions. It is clear to us that the contact centre in its current form is finished. As there is a transition to more automation, combining virtual and real customer support with a central knowledge management and workflow platform will be key for organisations. We’ve addressed this contact centre shift with the deep integration of virtual agents and live chat, particularly with our unique feedback loop that allows live chat agents to help keep content accurate for both virtual and real agents just by doing their normal jobs.

creative.virtual.self learning lightbulbA complete approach to learning

Our V-Person technology utilises a hybrid approach of human curation of content and self-learning to give organisations a predictable and reliable customer self-service option. We have developed this approach based on our extensive experience and our partnerships with some of the world’s largest organisations. We understand how enterprises want to use virtual agents and chatbots to deliver effective self-service today and how the customer support landscape is evolving for them in the future.

Human curation of content allows organisations to be absolutely sure that their VCA is responding to users in a predictable way. At any point in time, designated content editors have full access to the knowledgebase to make updates that can be deployed instantly to the virtual agent. Organisations never need to wait for the system to ‘re-learn’ the new information. This human element is combined with the virtual agent’s ability to become more intelligent and adapt through self-learning.

V-Person’s statistical algorithm processes user journeys to return a list of related questions that is a true reflection of how users asking for similar information engaged with the virtual agent. Organisations also benefit from our statistical approach to self-learning with tightly integrated business intelligence reporting. V-Portal brings together voice of the customer feedback and user surveys with conversational data in real-time, actionable analytics that are directly linked to the virtual assistant’s knowledgebase.

Now with V-Person Live Chat, we are able to complete our approach to learning with our unique feedback loops. V-Portal enables enterprises to implement feedback loops that allow live agents to provide real-time comments and suggestions on content so that they can improve the virtual agent just by doing their normal job.

This hybrid approach to learning enables V-Person implementations to adapt in a very predictable way. The combination of human and self-learning is important for continually improving the system while also enabling enterprises to maintain control over the reliability of the VCA responses.

Where we go from here

Seeing our vision of seamless, fully-integrated, end-to-end customer engagement come to fruition is an important milestone, but certainly not the end of the roadmap for us. We are looking forward to rolling out our new live chat product to our customer organisations and experiencing with them new levels of customer engagement success. By continuing our collaboration with them, we will look to make new updates to our workflow and do more development around the self-learning aspects of our technology. Our roadmap is all about combining best practices around knowledge curation and self-learning, and integrating V-Person with best-of-breed technologies to provide a world leading enterprise level end-to-end digital customer engagement platform.

Whether you are currently using live chat and/or a virtual agent to support customers or just starting to think about implementing these tools, the best way to see how V-Person Live Chat can benefit your organisation is by requesting a personalised demo.

You can also read more about how we are combining virtual and real support with a live chat solution that is defining industry best practice in our V-Person Live Chat Overview.