Will your customer service change for the better in 2016?
Back in April last year, Kate Leggett of Forrester wrote a blog – Contact centers must go digital or die. Nine months on and the issues she raised are still the main headaches for most large enterprises. No standardization in handling inbound enquiries, a lack of comprehensive central knowledge systems and too little personalization to make a customer feel wanted.
The problem now is that during the last year your customers just raised the bar for service a little bit higher. While you’re sorting out existing problems, they’re following a new trend set to disrupt your online plans.
People want to interact in the easiest and most convenient way for them and generally that’s some form of online self-help service. Until recently most people took to their PCs or tablets to engage with a company online, it’s a trend that has been steadily growing. But increasingly these devices don’t offer the flexibility that a smartphone does.
Customers want to text you a question while waiting in line at Starbucks for a coffee or use their voice in the car to find out when their order will be delivered on the way to work. They want the same or better service that you offer through the web, not some cut down mobile app with restricted functionality because your legacy systems don’t talk to each other, let alone your customers.
Natural Language Interaction – or NLI for short – can help resolve the issues of yesterday and allow you to engage more effectively with customers of the future. Intelligent reasoning understands your customer’s question and acts appropriately, for example by automatically providing an answer or by helping to complete a form. Seamless integration into legacy systems enables you to have a fuller picture of individual customers instantly, one that can be used in the current interaction, regardless of whether it’s automated or a live agent. Machine learning assimilates all the data you hold about your products, ensuring that the information that both your customers and your service agents access is never out of date.
I like to think of our NLI powered Teneo Digital Employees as a company’s guru, a gate-holder to the call centre and your customers’ personal shopper, all rolled into an interface that can communicate as naturally as you and I; delivering the type of service your customers expect online, on any device, at any time.
The web is still the first place customers go when they have a query, but the way they connect is different. Today it’s the smartphone, tomorrow it will be wearables. Digital transformation isn’t just about going online, it’s about having the intelligent capabilities behind you to maintain the conversation now and in the future.