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
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 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