Automating procedures doesn't mean replacing contact center representatives with artificial intelligence – the robots are not yet coming, well at least not for the expected future as customers continue to show a clear desire for human interaction.
However, automation options can help direct the customer service representatives to the most appropriate content, as well as give the senior enterprise strategist a great overview of the main points of the product or service.
Another area where automation is proving to be priceless is by ensuring the support staff is providing a seamless and consistent service to customers.
In the past organizations wouldn’t have to automatically link inquiries coming from various communication channels . However today this 360-degree customer view is quickly becoming the standard. If you haven’t attained this degree of omnichannel uniformity yet, we highly suggest you do. Other companies have and they will kill you with a slow and painful death as your customer slowly abandon ship for a more pleasant and efficient customer experience. Using automated procedures to ensure seamlessness and integration across all channels is critical to meet with the growing customer expectations.
If you aren’t offering self-service as an alternative to the help desk you risk alienating your more independent customers.
Yet, the same as with other channels it’s extremely important not to shove all your customers towards one alternative. Everyone is different and the cookie cutter approach no longer works as the customer expectations are quickly changing
Aimee Lucas, CX Transformist of Temkin Group and Vice President, explains “It’s important the company is clear on who its target customers are and who it is designing for. It is important to be conscious of who the company is making choices for when designing its self-service processes. One of the pitfalls that can trap companies is to try to design an experience to be pleasing to everyone, which usually ends up being pleasing to no-one. Having a clear picture of their customer persona in mind as they’re making design decisions will improve the chances that moving things to that self-service model will be more successful for the customers and the company.”
Analytics and big data are business buzzwords and you’d be forgiven for believing that maybe they’re only that. On the other hand, the reverse is true. Having the ability to turn information into actionable insights means you supply a more personalized and better service. But more important to that is the super-power to predict problems before they happen and avoid them from occurring in the first place.
While having enough information is the key to obtaining great insights it can be easy to drown in a sea of big data rather than turning the data collected into activities that actually help drive constant customer service advancements. This is where we stand out. At SentiSum we understand the importance of actionable insight.
Through predictive evaluation, semantic analysis, and deep self-learning systems we are able to distil the exact features of your product or service that are delighting or frustrating your customer. Huge corporations like Google have been using machine learning to their advantage for many years. We feel the time has come to democratize access to this amazing technology to the rest of the world.