In a consumer-oriented society,
companies are subject to increasing demand from their customers to offer more
support options (by phone, email, chat, video), and thus reduce the time spent
on problem solving. The good news is, these customers are now even more loyal
than before when they feel like they are being heard and their needs are being
met.
While it sounds too good to be
true, the real challenge is to provide customers with what they want all the
time. Support teams now need to figure out how to engage with their customers
more proactively and across multiple channels. Customers expect to run into a
few one-off issues with your product, but they absolutely don't want to invest
too much effort in fixing them. To take care of your customers, you're
definitely going to need 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
structures that have already been optimized while generating recurring,
value-added income? For proper Customer
Interaction this is important.
The years ahead will be difficult
for support teams, but the best-informed companies will overcome these
challenges. 2020 will be a year of major trends with increased investments in
the ecosystem of analytics, predictive support, customer engagement strategies
and knowledge management. These approaches have proven to improve the customer
journey and reduce customer effort.
Analytics: Harnessing Big Data
Interest in Big Data has been
growing rapidly for years, particularly driven by large companies seeking to
manage and extract knowledge from the vast amount of information generated and
collected. In 2020, help desks will also have to use Big Data in a number of
applications.
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For unassisted support, it is necessary to bring
a maximum of knowledge within the self-service sites. Thus, some companies are
already using analytics capabilities in order to recommend solutions to their
clients based on their profile, and by studying the problems encountered by
other clients with similar profiles. Filtering frequently asked questions
(FAQs) lists and search results to display only content relevant to the
products the customer owns speeds up question resolution, and makes it easier
to find the right answer to a question. given problem.
At the same time, support
technicians rarely have the tools to analyze the complete history of a
customer's interactions with the support service; 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
issues submitted to their help desk more than once) is between 70% and 90%. In
the absence of solutions to take into account the previous scenarios to inform
and guide the resolution of these known problems, service technicians are
forced to "reinvent the wheel" every time, putting a considerable
strain on the users.
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