Proactive assistance will become a differentiator from the competition

 

The term “proactive assistance” is used recently in reference to the remote supervision of technologies belonging to customers in order to detect errors upstream and to correct them. treat before they are affected. While this is correct, proactive assistance is a vast area that goes far beyond simple remote assistance. In 2016, companies will need to identify other processes that can be automated in order to anticipate and deliver real-time content or services to their customers.

Customer engagement: consider emerging channels

Developing a customer engagement strategy helps companies determine channels (phone, email, chat, social media, online community, free database, service, etc.) to be made available to their customers; define their personnel needs; and how to measure the quality of each of these channels. In traditional help centres, calls were given priority; now, this is no longer necessarily the case, even in the case of business assistance (B2B). For Customer Service Solution  this is important.

Customer channel preferences are changing for many reasons, the main ones being:

Google's ubiquity

Google has made it possible for anyone to access any content by typing or simply saying a query. Its practicality explains why the general public today expects to obtain any type of information immediately.

The mobile and video revolution

Customers demand that their interactions be as low as possible. In this context, mobile self-service support channels should therefore be the subject of exceptional demand in 2016. Companies will have to rise to the occasion and prepare their self-service solutions so that they take supports mobile terminals. On the other hand, live video assistance is increasingly popular.

Social media engagement

Young customers who have always known Facebook and Twitter are increasingly demanding when it comes to social media support. They expect support teams from their technology vendors to be present on the social channels of their choice, and to follow conversations taking place on those platforms to identify issues.

Virtual Assistance

For many organizations, the transition to chat as a support channel has been difficult. Allowing immediate access to agents for 24/7 live chat can be very costly, although it is essential. In order to reduce the costs required to train dedicated staff, organizations will need to look at technologies that allow them to reduce their costs through virtual chat. This approach can indeed help reduce personnel costs; to significantly reduce or reduce customer expectations to zero, and to increase their levels of satisfaction.

 

 

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