A modern approach to provide customer service
A shift in customer expectations is reshaping customer service in every industry. Customers expect a great experience, whether they are searching a product or service, making a purchase or when they have a question or problem.
Customer service interactions are four times more likely to lead to disloyalty than loyalty. The exceptional and personalized experiences, especially in customer service, are now a critical requirement. But many organizations still use common customer service models and techniques that are based on decades-old models and this leads to a legacy thinking that cannot evolve to meet customers’ growing service expectations.
Leading companies in the tech industry, which is often an early adopter of new ways of doing business, are facing these challenges head on by moving to a modern approach to customer service that meets customers’ rising expectations and agent needs. It’s called intelligent customer service.
The Intelligent customer service helps companies deliver the personal experiences automatically. Based on a combination of search, analytics, and machine-learning technologies, intelligent customer service provides proactive insights for customers and service agents to deliver seamless support experiences, while enabling business growth and significantly reducing support costs.
For example, a leading provider of customer experience solutions used this approach to reduce costs and improve customer satisfaction while increasing case deflection threefold. This organization has reduced the number of cases being routed to its call center by empowering customers to use search five times more often than creating/updating cases on its website.
Intelligent customer service features intelligent search technologies. These intelligent search technologies securely connect to an entire IT ecosystem, including all the systems and sources that contain case-resolving information, whether they are on premises or on cloud. The technology understands what creates success based on desired outcomes, as well as dynamically generated customer and agent profiles and past issue resolutions. It then proactively delivers a unified view of the most personalized, relevant insights to contact center agents and customers so they can successfully complete the task at hand.
This is where every system is heading. The Automatisation. Techmode Outsourcing, always ahead on time is already looking into various ways to empower its agents to deliver a quicker and better approach to its customers through automatisation of data.
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