Five StepsRock-Star Customer Service

to creating

Today, organisations compete on their ability to deliver intelligent, personalised services that anticipate and meet consumer needs. Read about our 5-step process to creating rock-star customer service by adopting new strategies and techniques empowered by data, analytics and AI.

1 APPLY CUSTOMER INTELLIGENCE TO PERSONALISE EXPERIENCE DESIGN

The overall customer experience is an accumulation of ‘moments that matter’. How do you create more of these moments?

Creating personalised experiences using insights from real-time and past engagements demonstrates that the organisation knows, respects and cares about its customers as individuals.

Leveraging insights gleaned from speech, text and journey analytics, coupled with cognitive intelligence, linguistic analysis and emotional quotient to create more engaged interactions.

A repeat premium product customer who prefers human service rep interaction vs. self-service automatically gets offered free express shipping, a suggested schedule for automated product shipments and routing to a human service rep.

A delightful customer experience ‘moment that matters’!

2 ENSURE SEAMLESSDATA EXCHANGE ACROSS MULTIPLE CHANNELS

Individual customers expect to be recognised based on their past interactions and to receive the same personalised experience across multiple channels.

Combining identification tools such as biometrics authentication and platform-based solutions with data orchestration layers provide an intelligent, single view of a customer and deliver a seamless and personalised experience across channels.

Customers, after authenticating in onechannel, can continue their journey in another channel that retains their log-in credentials, service needs and any other information pertinent to the experience.

Added customer insights resulting in a better overall experience.

3 PUT THE POWER OF CONNECTION INTO CUSTOMER HANDS

Customers have multiple means to connect – voice, mobile, web, social, chat or even video. How can customer service provide the same personalised experience across all channels?

While self-service tools reduce cost and deliver fast answers, agent-guided service should also be available via any channel.

Human and digital agents can both offer quick, intelligent assistance by receiving the latest information and insights from solutions such as data-exchange automation and unified knowledge management.

Optimised experience across a customer’s preferred connection points.

4 EQUIP AGENTS WITH SUPERPOWERS

Some moments in the customer journey, such as a complex query, demand a human—or virtually human—touch.

AI solutions augment the power of human agents with insights on recommendations and next-best actions.

Digital agents may use personalisation tools, customer analytics and insights to anticipate the help needed, rapidly respond with context-appropriate aid, and hand off problems that require assistance only a human can provide.

Faster resolution to customer issues and queries.

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CUSTOMER EXAMPLE

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Since deploying the solutions, the company has increased customer retention and acquisition by 15%and seen sales rise by $150 million.

Advanced analytics now provide relevant, personalised information based on customer segment, history and actions across voice, chat, video chat and web self-service tools.

A large beverage manufacturer wanted to become more competitive and expand its revenue, while delivering a great customer experience across all touchpoints.

With our support, the company designed and implemented a fully omnichannel strategy and e-commerce capabilities.

PUT DATA TO WORK OUTSIDE THE CUSTOMER SERVICE CENTRE

How can companies continuously improve on their customer experience to differentiate themselves from their competitors?

New-age metrics, such as customer-effort scores and smart analytics can provide insights from all customer touchpoints to improve the customer experience, operations and business strategy.

Signals from one or more customer touchpoint outside of customer service might indicate a product issue. Through the consistent collection and integration of this touchpoint data, companies can accurately interpret these signals and respond rapidly.

Fast identification and response to underlying issues.