By Edwin Margulies
(Part III of III)
Surprisingly most enterprise Smartphone apps have no real, inherent feedback loop. No way to tell how well you did on the last interaction from inside the app. The problem with this is that sentiment can fester if not treated. And this goes beyond simple surveying. I am talking about actually responding to sentiment, not just allowing for feedback. The trick is to respond and offer care before the sentiment goes viral. In-app sentiment feedback solves this problem because your are first able to capture relevant sentiment and then pipe it in real time to customer care agents.
There are several benefits to this approach. First, there is a link between customer loyalty and retention and sentiment feedback. Second, a real time sentiment feedback solution is kind of a “social early warning system.” In other words, you have first crack at responding and trying to help a customer before the issue gets posted on Facebook or Twitter or a blog.
By Edwin Margulies
(Part II of III)
Salve for Cross-Channel Confusion
You can solve the cross-channel confusion problem and the problem of having to bail from the app to communicate. The answer is surprisingly simple: Do it in-app. In other words, you can add a private message channel, and even an enterprise-connected chat channel inside your enterprise Smartphone app.
The benefit of this approach is smoother channel control. Simply put, you don’t have to jump around from app to app to get simple communications done. And it can be built to provide a common look and feel inside the app – with a common interface.
Help for Generic Call Treatment
Make Your App Keep-Worthy.
Let’s face it. Most enterprise Smartphone apps collect a modicum of user information. Take, for example, phone number or email address. This type of data can be passed-along to the contact center in order to aid in intelligent routing. Ditto the ability to provide drop-down lists to enhance the click stream of the user. All of this information can be used to get a customer into the proper queue.
By Edwin Margulies
Interactive Voice Response (IVR) Systems have been serving-up automated self-service since the late seventies and the subject of running pop culture jokes on shows like Seinfeld and The Simpsons ever since. Now the “Systems We Love to Hate” have a new lease on life.
Pay the Devil His Due
IVR Systems do a lot of heavy lifting. From multiple data dips to grab customer account info or order status, to screen pops for agents to speech recognition input from callers. All that infrastructure and professional services to build-out a good IVR app comes at a heavy cost. Continue reading
By Michael Haisten
Enterprises that decide to offer a callback option enable their customers to avoid quite possibly the most frustrating problem with call centers, excessive hold times. In cases where the callback option is presented via the company’s website or mobile application, customers are also able to skip navigating an Interactive Voice Response (IVR) system, another frequent source of frustration. By allowing customers to choose whether they want to wait on hold or receive a callback at a convenient time, enterprises are providing a sense of empowerment which results in increased levels of satisfaction and loyalty.
On the other hand, the enterprise is able to more evenly spread its demand throughout the day. Agent productivity and service levels are improved by shifting calls from busy periods to the slowest periods. Idle time in the call center is reduced. Callbacks also reduce the number of abandoned calls which can increase sales and revenue.
So how is callback technology best implemented? Here are some rules of thumb, many of which are slightly modified concepts from regular inbound calls. Continue reading
By Sarah Rolfing
Today, when it comes to customer service, we all know who is calling the shots. Customers are loosing patience quicker and becoming less forgiving when they encounter a poor customer service experience. The 2012 American Express Global Customer Service Barometer shows that “over half (55%) of consumers have intended to conduct a business transaction or make a purchase, but decided not to based on a poor service experience.” Deciding when, where, and how they want service, the average customer’s service expectations, compared to a decade ago, have skyrocketed.
We can attribute much of the shift in customer service expectations to the smartphone and its precious app offspring. Apps, apps, and more apps! They entertain, teach, narrate our lives, inform, and most importantly, help us. A 2012 study by ClickFox found that “over 78 percent of consumers surveyed use mobile apps for customer service purposes such as billing, account status/updates and interactive chat.” The same study revealed, “over 90 percent of respondents would replace some or all traditional customer service channels with a mobile app if available.” Continue reading
By Edwin Margulies
(Part I of III)
Mobile apps are evolving. And the thrill for practitioners of customer service is they are becoming more service-aware. At first, Smartphone apps were mere stripped-down web sites. But now, the Smartphone modality shows great potential for taking a front seat in customer care.
So what’s missing?
What’s missing from most customer-facing enterprise mobile care applications is real collaboration. That is concierge services, feedback loops, and even private, secure communications.