Monthly Archives: February 2019

Yes. Your self-service bot also requires trained agent support.

3 reasons why well-trained, easily accessible staff are critical for implementing good self-service The tech-handicap that used to exist once upon a time is now history. Now everyone has a smartphone,  they are tech-literate and there is minimal resistance to the idea of self-service. Or that's what some managers are prone to think. Is there a difference in how managers and customers perceive self-service? MIT Sloan conducted a survey in 2015 to see how each group differs in their self -service viewpoints. They found that “ Managers significantly underestimated the need for employee interaction during a self-service experience”.  (They also found that while customers want speed and convenience from self-service, managers prioritize accuracy.) Be it visual navigation/conversational IVRs, or voice bots,  SSTs (self-service technologies) should aim to reduce consumer effort while also providing accurate solutions. This blog post concentrates on the three critical roles that your staff play in ensuring good self-service, especially the kind your bot is designed to deliver: Easing customers into the new technology Backing up when technology fails. Continuously improving the system. Trained staff help ease customers into new technology Trust perception is a major driving force for customers to adopt your self-service. Trained agents can help improve this trust perception. For example, when self-service kiosks were first introduced in airports, staff was often at hand to help customers with the new technology. When your support center starts offering self-service via IVR or voice bots, its useful to remember that not all customers will embrace the new technology with ease. Some may be vehemently opposed to using your bots, while others may slightly hesitant to use the new technology. Managers must provision for more assistance during the early stages of implementation. Regular customers may be directed to self-support systems by your live agent, possibly even a representative they are used to dealing with.   Your agent can remain in “conference” mode during the interaction, offering assistance and guidance throughout. Customers should be allowed to opt out of the self-service at any point. Your system should remember customer preferences, routing customers to their preferred channel. For example, self-service for some customer and live support for other customers based on their preferences. Trained staff back up when technology fails. Imagine an SST service that has malfunctioned and there is no way for your consumer to find human help. A recent tweet I read describes this best.  After a visit to Walgreens, this customer got an automated call asking him to rate his experience. The problem? No matter how many times he pressed #1 he would get an “invalid entry” response. Don't let your customers get stuck in this never-ending loop of customer hell. Without a recovery option, an SST (Self Service Technology) can be easily perceived by your consumers as a cost-saving measure by your company rather than the customer-centric problem-solving mechanism it should be. As  Forbes contributor Shep Hyken says “ (Self-service) is great … until something goes wrong..Then there has to be a backup plan, and [...]

Yes. Your self-service bot also requires trained agent support. 2019-02-21T05:35:36+00:00

Now, let KOOKOO manage your Zendesk Talk calls better

To create a productive work environment, it is essential to have a ‘complete’ support system in place. And sooner or later, that means a well-managed phone support system. Because sooner or later, your live chat, emails or messaging won't cut it—your customer will want to speak to a trained, knowledgeable company representative. And when they do, they’ll expect the call to connect fast. And when it connects, they’ll expect your agent to recognize them, know their problem, and sort it out immediately. That’s why just having phone support isn't enough. You need a well-managed system for automatically logging calls, recognizing customers, connecting to idle agents from the correct department and monitoring call quality. In short, a complete contact center from within Zendesk. Luckily for Zendesk users, installing KOOKOO Is now a one-step process. This blog revisits the advantages of this integration. Goodbye Complex Roll-out The KOOKOO CloudAgent widget is an easy to install, web browser-based application that requires zero installation effort. Being a VoIP system, there are zero upfront costs with respect to equipment and training of agents thanks to our intuitive design. (For countries where VOIP calling is allowed, this means slashed phone bills too). Zendesk Talk users just need to click to install KOOKOO. PSTN connectivity is available too.  (All users who need PSTN connectivity on-premise or via cloud, may contact us here.) Unified View with Advanced Agent Controls Adding phone support should not mean unnecessary work for your agents. KOOKOO CloudAgent integrates with your Zendesk account to give agents a unified view. The call dashboard opens within Zendesk, and existing caller tickets automatically displays for all incoming calls. The dashboard offers advanced call control features such as call mute, hold, start/stop recording, tripartite or multi-party conference right from the Zendesk interface. Agents can also use the warm transfer tools to pass the call to managers/3rd party based on the requirement. The Click2Call function lets agents dial numbers directly from the contact/lead page of Zendesk. Empowered Agents, Informed Managers Having a screen pop-up of customer profile and ticketing history for every incoming or outgoing call ensures that callers needn’t repeat their case details every single time. It also ensures that agents don’t have to jump screens to scrape for contextual information. KOOKOO CloudAgent makes it easier to manage your agents too. Managers can select from 70+reports to analyze your agent performance, recognize customer call patterns, abandoned calls or call recordings. The call barge-in feature enables managers to monitor calls in real-time too. Managers can listen to a call without interrupting, talk to the agent while the customer goes on hold or mediate to resolve bottlenecks through this feature. Advanced features like Speech Analytics can help managers predefine performance points based on skill/process for enhanced supervision. Customized IVR Workflows and Campaigns KOOKOO supports many advanced IVR features. This includes drag-and-drop IVR creation through which lets you design complex IVRs without breaking a sweat. The flexible IVR options include creating customized text-to-audio or pre-recorded voice prompts to guide your customers [...]

Now, let KOOKOO manage your Zendesk Talk calls better 2019-02-12T04:13:06+00:00

Lessons from CES2019 for customer communications

If you are involved in shaping your business’s customer interactions, then the world’s largest consumer electronics show might have some unexpected insights for you. For managers shaping and measuring customer experience, CES means one thing: the all-important indexing of your Customer Effort Score. But there is another CES that customer communication leaders should watch closely—Sin City’s annual Consumer Electronics Show. This massive display of consumer gadgets isn’t just about the hottest technology and coolest gadgets. It is also a definitive forecast of how customer interactions will change. Observe closely, and it will deliver insights into how people will be able to—and will want to—communicate with your business. Because CES spotlights technologies most likely to shape your customers’ lives, and interactions. Like in 1970, when Sony’s VCR (Video Cassette Recorder) launch redefined home entertainment. Or in ‘75 when Atari’s launched its home gaming revolution from here. Or in ’77 when Apple introduced its first personal computer here. And it’s iPhone in 2007. Or in 2012, when Ultrabooks, 3d printers and ultra HDTV’s were unveiled here. 2019 too had its share of fancy gadgets too. The Bell Nexus Air Taxi (Yes, it flies). The Fight Camp (a connected home boxing workout system). The Segway Ninebot Lumo (a delivery bot), and even the fake Impossible Burger that’s deliciously authentic in every way.  But underlying the vast number of gadgets, what were the themes and trends? And what can they predict about your customer interactions in the near and distant future? Let’s investigate.  Voice is everywhere CES 2019 was abuzz with the popularity of voice interfaces. These interfaces have climbed out of the digital assistants and climbed into every home product you own. Think TV, toys, smartphones and even toilets! TV manufacturing giants LG and Samsung integrated Alexa and Google Home in their new roll-able OLED TVs—which incidentally roll into or out of a box when asked to! You can tell your Moen showers—via Alexa or Google—exactly what temperature and water pressure you prefer to shower in. Your Hi-mirror will analyze your skin, track your beauty regime and give you product recommendations. And, voice-activated companions like Cody will tell your kids stories, sing songs, relay your messages and answer their questions in a kid-friendly voice. As Fred Jacobs pointed out in his blog,*voice was everywhere. “(it) has moved well beyond smart speakers sitting on kitchen islands and nightstands.  Everywhere you journeyed at CES, you saw “Alexa” and “Hey, Google” voice technology baked into thousands of devices, gadgets, and appliances.” Fred Jacobs, Founder, Jacob Media Strategies What can this mean for customer communications? Voice will grow as a medium of communication. Digital assistants will be the new communication channel between your business and your customer. And devices may be next. People will expect to do less with their heads stuck in screens. With the growing number of voice-enabled products, phones may finally be put down in homes, cars, and offices. Also Read: Features your contact center Voice Bot needs Touchscreen won’t disappear either Voice isn’t [...]

Lessons from CES2019 for customer communications 2019-02-12T04:13:25+00:00