Now more than ever, customers just want to be recognized and understood. We live in the personalization era and 2015 will only take it further. At the same time, the lack of efficient customer engagement technology in place at companies worldwide and the number of ‘impersonalized’ processes in contact centers and beyond have left many customers wondering when it will all change.
No Excuses Anymore!
Recently, a spacecraft called Philae successfully landed on the icy, dusty surface of a speeding comet… What is the relationship with this development and customer experience, you might be wondering? Well, everyone can now see proof of communications at high speeds, with no static: It took just minutes to perfectly exchange contextual information with a system that is 310 million miles from Earth. Now, that’s a long customer journey.
You might argue. “Fair, but that’s rocket science, not customer service”. Well, yes and no. To achieve its feat, Philae used technology that was launched 10 years ago. For the technical readers of this blog post, you’ll probably be surprised to learn that this “flying computer” that landed on a comet only has 32 MB of memory – less than a $15 USB key nowadays.
So, how did the scientists succeed in securing complex communications in extreme conditions with such strong technical constraints? One key factor is the quality of the algorithms used to ensure the quality of the communications. At such distances, most of the communication signals would normally be lost. One the greatest feats here is that they kept the communication – and more specifically, the full context – intact even in the most extreme conditions, and over long distances, and time.
So, how does this translate to our customer experience world? There are three takeaways:
- We have no excuse to miss signals from our customers with today’s technology.
- We need to not only enable digital customer communication, but also to secure it.
- We need to preserve context across the customer journey – nothing gets lost in translation.
Want to take action? Here are 3 steps to embrace digital communications and secure your customer conversations as we head into 2015 and the future:
1. Be Omnichannel
Most customers actually use multiple digital channels, devices and sessions during a typical journey. Yet, most companies and organizations are blind to what customers are doing online or on certain digital channels. They don’t see interactions the same way customers do – as one continuous conversation. Explore the benefits of using a single, integrated Omnichannel customer experience platform here.
2. Anticipate Requests
Identify upcoming customer inquiries and situations before they happen. A sudden rise in negative sentiment around your brand indicates you need to take immediate remedial action when customer engagement goes wrong. Effective monitoring and tracking across digital channels enables you know which customers and individual influencers to engage, leading to a better anticipation of customer needs – BEFORE they contact you.
3. Be Proactive
By combining customer contextual and behavioral information with a real-time view of the resources available in the contact center, you can offer proactive assistance at the right time, on the right channel and with the right service representative to secure effective customer conversations.
Get ready to take off in the era of perfect customer communications in 2015 and beyond!
Thanks for reading.