The technologies used in modern contact centers are instrumental in delivering great customer experiences. However, when companies do not optimize the use of these tools, each interaction becomes unnecessarily complicated. Customers seek effortless experiences, and the key to satisfying them is by using technologies in ways that serve their needs. Here are five ways to reduce customer effort through the efficient use of contact center technologies.
Many brands use IVR menus to serve their mobile customers, believing that the technology saves time. However, this is only true when menus are updated regularly. Menu options should include all the possible reasons a customer might make contact. Additional options should also be offered to address any issue that customers are facing at the current time, such as a product recall or technical problem. Once these options have been defined, the system must route customers to agents who are specifically trained to solve each problem. Only then can IVR menus truly serve customers well and save them time.
Artificial intelligence enhances self-service while making customer experiences more personalized. Chatbots in particular are efficient for helping customers find answers to simple questions, making personalized recommendations, and assisting with the purchase process. It’s nonetheless important to note that some tasks may be too difficult for chatbots to complete. If a customer’s request is too complex, agents may need to assist. Be sure to direct such kinds of questions to agents as quickly as possible so that customers do not lose time.
Big data can be used in many ways to provide proactive service. For example, it may reveal weak points in the contact center such as long average handling times or low rates of first contact resolution. Such information can help improve service practices by revealing where agents may need more training. In addition, big data can help brands understand their customers’ habits, such as buying preferences. With such knowledge, companies can determine which additional products their customers may like and make personalized recommendations.
Speech and text analytics are essential for learning how customers feel. Once their attitudes are better understood, your brand may take measures to reduce customer effort and enhance every experience. For example, if certain negative words are often repeated by customers, your brand may discover a recurring issue that needs to be addressed promptly.
With the help of insights provided by big data, live chat may be used to reduce customer effort. Once your brand determines which webpages are navigated most frequently, or how long a person has been browsing any given webpage, you can send prompt live chat invitations. Customers save time and are likely to get the answers they need without having to contact your brand.
Contact center technologies are indispensable tools for creating cutting-edge customer experiences. However, if they are not deployed efficiently, they can cause frustration and churn. With every technology your brand uses, be sure to consider if its design and implementation are truly giving your customers the experiences they want. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.