What Outcomes Can Be Expected for Quality Customer Interaction

In a consumer-oriented society, businesses are in increasing demand from their customers to provide more support options (by phone, email, chat, video), and thus reduce the time spent solving problems. The good news is that these customers are now even more loyal than before when they have the feeling of being listened to and that their needs are met. There the use of the best services for Customer Interaction is essential.

While it sounds too good to be true, the challenge is actually to provide customers with what they want all the time. Support teams must now learn how to interact with their customers more proactively and across multiple channels. Customers expect to encounter some one-time problems with your product, but they absolutely don't want to invest too much effort in solving them. To take care of your customers, you will certainly have to put more emphasis on streamlining your internal tools and processes. The majority of organizations have already implemented flexible and optimized operating processes; how would it be possible to improve already optimized structures while generating recurring value-added revenues?

The coming years will be difficult for support teams, but the best-informed companies will be able to overcome these challenges. 2016 will be a year of major trends with an increase in investments in the ecosystem of analytics, predictive assistance, customer engagement strategies and knowledge management. These approaches have proven to improve the customer journey and reduce customer efforts.

Analytics: exploiting Big Data

Interest in Big Data has been growing rapidly for years, especially under the impetus of large companies seeking to manage and extract knowledge about the vast amount of information generated and collected. In 2020, helpdesks will also have to use Big Data for many applications.

• For unassisted support, it is necessary to bring a maximum of knowledge within the self-service sites. Thus, some companies are already using analytical capabilities to recommend solutions to their customers based on their profile, and by studying the problems encountered by other customers with similar profiles. Filtering frequently asked questions (FAQ) lists and search results to display only content relevant to the products the customer owns makes it quicker to resolve questions, and makes it easier to find the right answer to a question. given problem.

Last Words

At the same time, support technicians rarely have the tools to analyze the complete history of a customer's interactions with the help desk; recommend actions to be taken; to offer relevant content; or identify experts to contact for assistance. Most companies say their average repeat rate (the percentage of problems referred to their help desk more than once) is between 70% and 90%. In the absence of solutions allowing to take account of the preceding scenarios in order to inform and guide the resolution of these known problems, the technicians of assistance are obliged to “reinvent the wheel” each time, which weighs considerably on the resources available.