- Multichannel communications — give your customers choices in how they can communicate with you. They can call you, email you, chat online with you, fax you, text you. If they have a choice, they will usually pick the method they prefer. If they get to use a method they prefer…they’ll most likely be more positive about the service experience they have.
- Give high priority/high value customers the best service you possibly can. Okay, so everyone deserves the best service you can give. But you’ve got agents in your contact center that are better than others. Identify your best customers (via incoming ANI or other means) and use technology to route them to your best agents.
- Let everyone in the company participate in servicing your customers. It is the primary job of some (those contact center agents for one), but with a good communications system anyone and everyone who might have specific expertise can get in on the act. "Presence" can let others know if another employee is available to help. "Expert locator" technology can ID which employees have certain knowledge or a specific skill set. With this kind of technology helping out, the customer is going to get the answer he or she needs quickly.
- Get rid of delays by automating the process of servicing customers. Delayed answers are one of the biggest sources of customer dissatisfaction. As an example, delays get introduced when I drop a written request on a colleague’s desk, or fire off an email request to another employee, only to discover a few days later that the person is on vacation for two weeks. Technology can automate a process by routing it to someone who has the known skill set and is verified as available to take the request or work assignment.
As I wrote above, this list could get pretty long with all of the possibilities. What ideas do you have? How have you seen technology used to hang onto the most valuable thing a company has right now…its customers?
Come on, it’s not hard, just comment then click that "submit" button. I know you’ve got an idea. Click.
Joe Staples — blog-o-master