Many changes have impacted customer service in these past several years. New technologies and digital channels have shifted trends, rebalancing power between brands and customers. Digital integration into customer service, just as in our daily lives, have forced service departments to change their behaviors. Customers wish for greater spontaneity, more personalization, and less intrusion. They also have greater expectations and demands from brands’ customer service departments.
These technological and behavioral changes have further impacted the laws and regulations of the industry. In order to alleviate the inadequacy of telemarketing, or to take into account the needs of operators and uses, French institutions have, for example, instated new regulations to manage the industry’s practices.
These changes have brought about new questions for customer service professionals: How can you replace intrusion with acceptance for dialogue? How can you design creative customer journeys by using the right channel at the right time to engage in a customer conversation proactively?
A new era of customer service has arrived! It is now essential to look for your customers’ preferred channels—fostering acceptance of dialogue that is therefore less intrusive. And what if the solution could combine digital and voice channels? Learn about the adapted response for your business in our 5 use cases with the Hermes Digital Journey solution.
Is your business regularly impacted by strong activity peaks? Are your phone lines saturated, and do you have trouble managing all of your inbound calls? You are not alone. This is one of the most common customer service issues that can eventually impact the customer experience.
Many options exist for managing activity peaks. In this use case, we wish to present call deflection toward digital channels.
Let’s take the example of Adam, a man in love who, despite everything, has forgotten Valentine’s Day. He wishes to order flowers right away, but on February 14th, it’s not an easy thing to do, since all agents are occupied. Adam therefore chooses a callback using the IVR menu. Alexandre, an available agent and part-time heart savior, sends him an SMS with a WhatsApp link to begin the conversation and manage the request. Using a digital channel allows Alexandre to manage several customer requests at the same time and Adam to order a lovely flower bouquet with his help.
You can find this use case in a video, by clicking on this link.
With Hermes Digital Journey, there are many benefits of call deflection toward digital channels.
The solution offers brands :
It offers customers :
This then leads to increased customer satisfaction.
It offers agents :
With this solution, the handling of a customer request is 2 minutes on average.
When 10% of calls are deflected toward a digital channel, we notice:
When 20% of calls are deflected toward a digital channel, we notice:
When we are managing debt collection, time equals money. Difficulty contacting the creditor, a lack of trust in the payment solutions, problem with securing platforms…the list of hurdles challenging debt collection is long and impactful for a company, customers, and also agents, as their morale and productivity can be affected.
Hermes Digital Journey meets these challenges for swiftness and conformity, which are necessary for recovering debts.
Let’s take the example of Sofia. She has booked a trip online for Palma de Mallorca. She has already made the first payment for this trip. Unfortunately, very close to her departure, she receives an email informing her that the second payment did not process. Sofia therefore goes on the travel agency website and is connected with a chatbot that offers her a payment link. She clicks on the connection button in her customer portal, in order to receive a security code and validate the payment. Sofia pays online in a simple and secure manner. She is then called by an agent to confirm the payment. The company has recovered its debt and Sofia is ready to go on vacation!
You can see the video of this use case, by clicking on this link.
With Hermes Digital Journey, there are many benefits of debt collection using digital channels.
The solution offers brands:
It offers customers:
It offers agents:
Who has never returned a product? While it’s a common practice, product returns are still a pain for many customers. According to a Narvar study, around 50% of customers have not returned a product simply because it seemed too complicated to do so. 40% of customers had not returned a product purchased online because they did not want to waste time packaging and sending it, according to the Wall Street Journal. The information is not very clear, too complicated, too long…the list of reasons is long.
For brands, it is a competitor advantage as it can win loyalty. A customer is more likely to purchase a brand’s product if the return process is easy and quick. According to UPS, 79% of customers state that the ease of returns is a major factor in their online purchases. According to Narvar, 95% of customers were more likely to buy again from a company if the return process were easy. The use of digital channels and simplified access to service offered by Hermes Digital Journey allow brands to meet this challenge.
Let’s take the example of Adam, who wishes to buy a new pair of sneakers. He found a red pair on Instagram, but he has a few questions. On his preferred site, he is quickly connected with a chatbot that responds to all his questions. Adam no longer has any questions, he orders his pair of sneakers, and he receives it the next day! But…they are not the right color. Adam therefore connects to his customer portal and sends photos of his delivered package. He is immediately called back by an agent. The solution is super easy: he only needs to put his sneakers in his mailbox to exchange them. The following day, Adam has the right sneakers and is ready to play sports!
You can see the video of this use case, by clicking on this link.
With Hermes Digital Journey, the use of digital channels offers many benefits.
The solution offers brands :
It offers customers :
It offers agents :
When you are faced with a request for assistance, the best way to increase (or preserve) the satisfaction of your insured customers is to help them out as soon as possible. According to a LeLynx.fr study, 59% of customers want to be assisted in under an hour. In this case, using digital channels, available on a smartphone, responds to your customers’ user habits.
Let’s take the example of Sofia, who has had a car breakdown while just about to leave for work. Unfortunately, it’s impossible to reach assistance services—all agents are occupied. Fortunately, the chatbot is always available. It takes over. Sofia is geolocalized. She selects the service she needs and asks for repair assistance. An agent calls her back right away and confirms an emergency repair intervention. She only has to wait 15 more minutes. Once the problem was resolved, Sofia was able to get back on the road and continue with her day. Furthermore, in the evening, when she is available, Sofia receives a satisfaction survey on her preferred channel asking how her repair intervention went that morning.
You can see this use case in a video, by clicking on this link.
With Hermes Digital Journey, there are many benefits to using digital channels to assist your insured customers quickly,
The solution offers brands :
It offers customers :
It offers agents :
Online purchases are practical and help a person save time, but sometimes the human touch and customer support are lacking. PwC reveals that 75% of customers prefer to purchase in a physical store rather than online when they need products that require human interaction. Hermes Digital Journey helps you restore this missing contact by offering tailored support to your customers during their purchasing journey.
Let’s take the example of Adam, who wishes to buy new books for his daughter. He looks at his favorite e-commerce website and starts looking for books for children under age 3. But Adam does not know what to choose…as a VIP customer, he enjoys personalized service: a chatbot offers that he be contacted by an expert bookseller. By phone, the bookseller recommends books about emotions linked to his daughter’s development. Adam fills up his shopping cart with recommended books and validates his order. Now he just has to wait for the delivery!
You can see this use case in a video, by clicking on this link.
With Hermes Digital Journey, there are many benefits to using digital channels for supporting your customers in their purchases
The solution offers brands :
It offers customers :
It offers agents :
Hermes Digital Journey allows you to engage your customers on their preferred channels and facilitate the creation of targeted customer journeys. Reserving automation for simple interactions, using the voice channel as a differentiator, and using human agents for high value-added transactions, allows you to create meaningful, desired interactions. Digital channels contribute to enhancing the agent’s profession and create greater customer satisfaction and loyalty.
