How to ensure premium customer care for high-value customers. Because exceptional customers should be made to feel special on every call (or chat) Platinum, gold, silver. It sounds great when you award these titles to customers. But if they still have a tough time getting through your customer service helplines, these feel-good distinctions will seem pointless. We all know that certain customers are very valuable. But consider this: How does a loyal promoter feel when s/he calls customer support and has to wait endlessly in a queue? Or what experience are you giving a regular customer when you connect them to a newbie agent? Or what happens when a high average order value (AOV) customer connects to a trainee agent and gets poor service? These snafus can cost you customer loyalty. So what can we do to ensure prevent mismanagement of our loyal or premium customers? How can we give them the VIP treatment they deserve when they call? Here are 3 foolproof ways: Don't ask, deliver. Does your customer need to state whether they are platinum, gold or silver customers? If they do, then you’ve already started on the wrong footing. Your system should recognize your important customers the instant they call. How? Any good CRM integration can ensure this. Your telephone system can dip into your CRM data to draw out caller information. Then according to the caller category, they should prioritize queuing, offer self-service or connect to an agent. For example, consider our solution for a Top Rated Budget Hotel Chain. Their customer support gets calls from customers with prior bookings, as well as casual inquiries into their hotel policies and locations. Do they want customers with bookings to wait on hold while an agent is busy reciting hotel policies to a casual inquiry? Definitely not. That's why they implemented a self-service system for all causal inquiries. If a customer with an existing booking calls, the system instantly recognizes the customer and routes them to a live agent. All unrecognized numbers get routed to self service IVR. (Read case study details here) Answer the call, do it quick Nobody wants to hear “All our agents are busy…” or that on-hold music that says “Keep waiting, we don’t know when we’ll find the time to answer your call”. Never be too busy for a premium customer. Dynamic Queue Reprioritization can be used to bump certain callers up in the queue, whenever they call. For example, let's say you decide that calls from premium subscriptions and customers with prior complaints should be given priority. Then your telephony system can use Dynamic Queue Reprioritisation to recognize these callers and move them to the top of the call queue. (Read the case study to find out about how an e-commerce company used Dynamic Queue Reprioritization to ensure their important customers never had to wait more than 10 seconds in the queue) Skillfully connect Categorizing customers into various buckets can help you manage your agent workforce too. For example, one of our [...]
This year, UX design in contact centers will be the deliberate process of shaping how your customers, agents, and managers interact with the brand new technologies on offer. Bots that can have near-human conversations. Digital assistants calling contact centers for their owners. Artificial intelligence predicting customer behavior. We’ve covered the expected contact center technology trends for 2019 in our blog and been quoted in other media. But what will these trends mean for UX design? If 2018 was the year for giving UX or user experience design its due, 2019 will be the year to take this experience to a new level. And it will all be done with the customer at the center of it. Let us look at some of some UX design trends that promise to make the New Year an exciting time for businesses: The omnichannel experience will need to be seamless New channels will allow you to carpet bomb cyberspace and the customer’s psyche with your presence. Businesses will make sure customers can get in touch with them through multiple channels – social media, apps, websites, digital assistants. A customer can simply ask his or her digital assistant to order for grocery from an online store and follow up on the order using the app. UX design will have to ensure that this cross-channel communication is seamless and the experience consistent. No speed bumps when moving from the app to the website. A customer should be able to start interacting with one channel and effortlessly port to another when needed. To enable this, you may decide to have a dedicated customer service team to monitor communication across channels. You may need to ensure auto logging of complaints against a single ticket, irrespective of whether they are lodged via phone or chat or social media. You may think of combining channels, for example making voice interactions available on your chat window. Or allowing your Facebook or WhatsApp messaging to seamlessly escalate to a voice conversation. Voice bot interactions will need to be customer-centric Voice bot interactions will be a reality in 2019. They will answer the need for improving self-service, scaling customer support, reducing agent load and improving efficiency in both sales and support functions. Intelligent voice bots that can mimic human conversations will be very useful. They will speak to multiple customers at a time, yet make each customer feel like they are talking only to them. They will pause when a customer interrupts them. They will use their Natural Language Processing capabilities to speak the customer’s language. They will listen and talk at the same time. Basically, they can closely mimic human speech capabilities. Designing voice interactions for improving the speed of transactions and overall Csat will be a huge focus in 2019. AI will define and improve agents’ access to information As we’ve mentioned previously, UX design in the contact center affects three stakeholders: customers, agents, and managers. How will agents benefit from the new technologies? Artificial Intelligence will be able to sift [...]
A visual synopsis of contact center performance in the year that was. Did you know that 12% callers abandon their calls in the queue? This was in spite of an average queue time of 75 seconds. In the meanwhile, in outbound call centers only 44% of the calls dialed are actually answered. For those who haven't found the time to download our Contact Center Performance Report 2018-19, here is a quick visual overview. It covers: Average time in queue or how long callers have waited in the queue to listen get connected. How many callers gave up and disconnected while still in the queue, or average abandonment rate. How many minutes agents spent per call or handle times. Average wrap times, or how long agents took to complete their ACW. How many breaks agents take on an average. Average Answer rates in outbound call centers, or how many calls were answered of all the calls dialed in outbound contact centers. Download a detailed report of the contact center metrics here.
How will technology impact and improve the contact center in 2019? 4 of our experts weigh in. “The success of assistants like Google Home and Alexa has shown that voice is the most natural interface. In 2019, expect voice channels to pop up everywhere. Inside apps, on websites, in emails, in chats. Bots will become an integral part of business communication. Assistants will enter the contact center giving new tools to both agents and managers. AI will monitor every contact center interaction. CRM, Support Centers, Contact Centers, Sales…all these systems will continue to merge. Boundaries will blur as information flows more intelligently among (erstwhile) silos, uniting the customer journey” Chaitanya Chokkareddy, Principal Architect, Ozonetel Communications Voice will dominate on brand new channels. Voice is the most natural, easy medium for most people to communicate. Technology changes, this fact doesn’t. Voice lets people effortlessly exchange information while walking, driving, cooking or carrying out any regular activity. And remains unbeatably fast. (Voice conveys an average rate of 80-120 words per minute while people type at an average rate of 30-40 words per minute). In 2019, you can expect new ways to enable to have these voice interactions with your customer. While the phone will continue to be a popular channel, here are 3 other options your inbound or outbound contact centers should look forward to: Live chat windows will merge voice support. Last year, we spoke about your customers’ need for switching between chat and voice on the same interaction. For example, chat windows may work for simple, quick interactions. But when people need to type in long explanations or get heated up about an issue —they’d really prefer to speak to and listen to a human voice. This year we expect KIA to enable more customers to do exactly that. Voice bots will appear in calls, texts, and chats. Wherever voice interactions can replace texting and keying in options, it will. Voice bots will make this scalable and easy. For example, expect voice bots to take over your IVR, chat windows and text messages. They can schedule appointments for your sales teams, qualify leads, ask your customers for feedback, give them reminders or help them to schedule, book or cancel their appointments, subscriptions, deliveries, and orders. Digital Assistant will emerge as a new voice channel in the omnichannel journey. Digital assistants like Alexa and Google Home continue to grow in popularity. Customers are already using “skills” to book their cab or place orders. We expect contact centers to take full advantage of this new channel, giving customers an easy means to reach them via their digital or even phone assistants. “As with every year, in 2019, we can expect some things to change, and some things to remain the same. We can expect people’s preference for the voice channel to continue. And expect solutions to continue migrating to the cloud. But in 2019, Contact Centers will also start using their data more effectively thanks to AI and machine learning. Voice Bots [...]