Why “we never get asked for that” is a terrible response

Care to join the debate?

When you are considering your business operations, with a thought for your portfolio of offerings and what your prospective customers seek you out for, do you ever find yourself saying to potential suppliers “we never get asked for that”?

Do you also ever stop to consider why that might be? Could it be that it is so far away from your core business activities that it just wouldn’t happen – e.g. are customers likely to ask an IT reseller for HR assistance? Could it be that your business is seen as a very niche provider? Could it be that you seem unapproachable, or that your skillset is focussed?

Whether or not any of these reasons apply, wouldn’t you like to grow your business by helping more customers solve more business problems and you are their “go-to” person for all advice? For me, “Trusted Advisor” is an extremely aspirational position to be in where your knowledge, experience, and opinions are deemed valuable

Agree? Whats your view?

Your customers are buying this from someone else

You have put a ton of effort into finding and winning those customers that you have, and now you’re just going to leave them to source their technology and services elsewhere – is that right?

You are not a Jack of all trades?

I see?

So what are you then?

Its worth thinking about isn’t it? To consider what your value proposition is to your customers and how you help them with technology and advice, so that they get the most from the investments they have made with you and appreciate your value-add for future consulting, advice and services ..

Koopid is vertical agnostic, and we are seeing opportunities to help with customer engagement for many different industries. I will develop this post with different examples, but starting here with Hospitality

Hospitality

Koopid is a SaaS offering that enables your customers to delight their customers.

Because Customers dislike:
  • Waiting in call queues and listening to Greensleeves (a bit out of date I know, but making a point here).
  • Going in circles with webchat bots that are extremely limited.
  • Communication silos – messaging you via Twitter or Facebook and finding you can’t help me because it’s a departmentally “run” channel and disconnected from the business’s main operations.
  • Hitting the buffers on the channel I start the conversation in, and having to start all over on a different channel or start queuing again.
  • Being told that you cant talk to me.
Agents dislike
  • Angry or frustrated customers “taking it out on them”.
  • Repetitive and mundane engagements.
  • Lack of tools to do their jobs effectively.
Organisations dislike
  • Unhappy customers.
  • Unhappy agents.
  • High operational costs.
  • High transaction costs.
  • Inefficiencies.

Would love to hear from you and if you want to learn more – drop me a line here:

Automation, bots and more

We have all experienced web chatbots havent we? How was your experience?

The thing about automation and Digital Channel engagement, is that it needs to be well thought out and implemented carefully – too often it seems like a knee-jerk reaction and tactically deployed and siloed from other customer-facing areas of the business. For example, a twitter account, or Facebook account are set up and the marketing teams engage with customers driving news, promotions and the like, but when customers reach in through that “window” for help, they are left frustrated and alienated because the social team are “unable to help”…. never a good look is it.

A much better solution is to create a unified engagement experience – built on a “universal engagement” platform that allows an experience to be created once and deployed on any digital channel available, allowing customers to choose their route into your business, and to always receive the same high quality conversations – including self-serving where appropriate. So whether this is WhatsApp, Facebook Messenger, Twitter, Instagram or SMS, the experience can easily be deployed.

Not stranded

When the self-service attempts fail – and they will on occasions, because the customer might be after something you had yet to consider they might need, your customer needs to be carefully handed over from automation, to a human agent ALONG WITH THE CONVERSATION TO THAT POINT, so they do not feel frustrated, abandoned or marginalised.

Imagine the response from a customer when the agent engages and knows, not only who they are, but also understand their journey to that point.

Contact Centres – YOU ARE THE WEAKEST LINK, GOODBYE

Contact Centres – YOU ARE THE WEAKEST LINK, GOODBYE

Change or die is the message here. Progress means change is inevitable, yet we often see reluctance from business in this regard.

Changing gradually, is more of an evolutionary path and generally means a less bumpy and more controlled transition.

Change for the sake of change is questionable, however, change because your customers are demanding it is smart and clearly demonstrates customer-centric behaviours. It says “we are listening, and we are implementing the services you’re telling us are important to you”

A business’s inability to evolve generally results in frustrated customers, and ultimately customer defections.

It does increasingly feel like businesses make it difficult for you to contact them, doesn’t it, and although many of them are embracing digital channels like social media to broadcast their marketing messages. Ironically, this opens up new channels for customers and, yet those same organisations have so far failed to embrace the two-way nature of the communication that it enables. Broadly speaking, this is because these have become siloes that are unconnected, and unregulated, and staffed by unprepared team members.

There is no excuse for this, because the technology to rapidly deploy a connected omni-channel solution is available today. And to meet customers on their chosen channel without needing to rip and replace existing investment can be in place within days.

When technology fails

Frustration with technology

It’s interesting isn’t it how we all have a different perspective concerning technology and its role in work life especially when it comes to interacting with people.
For example there’s a lot of friction caused by technology in the contact centre world, as customers generally hate queueing and certainly dislike a lot of the queueing technology, music and repetitive queue messages.

Too much friction and frustration.

It’s probably fair to say that technology is often blamed but is actually rarely at the root, as most often it’s how the technology is implemented and whether it’s a good fit for the problem that you’re trying to solve that is actually the cause.
One high priority action I’d strongly advise is to listen to your customers and examine their behaviour, and this will inform your technology choices to some degree.
Don’t be too quick to blame the technology but certainly do review regularly and take the pulse of your customers regularly. Technology evolves very quickly as do people’s adoption rates and being easy to do business with is a Critical Success Factor for you, and should certainly be one of the key measures you keep your eye on.

Who cares about modernisation?

Your customers do!!

Queuing isn’t fashionable amongst customers these days. When we want to contact an organisation, we want to achieve an outcome pretty quickly, without friction, which includes not queuing and listening to repetitive messages telling us how valuable our call is and that all agents are currently helping customers!!! I don’t care! I want service NOW
We are so “over” queuing

What we really want is to be able to access services from our Smartphones, whenever we want, day or night
And this is where smart AI services come in.

Putting the customer in control by enabling access to information easily, on any channel, at any time. And with a well thought out, intelligent service, this workflow automation results in really happy customers.

Imagine accessibility via WhatsApp, or Facebook messenger, Twitter or webchat, in a conversational style, providing you with answers to your questions and queries and allowing you to book appointments and return unwanted goods and checking deliveries, progressing orders, etc, etc, the list is vast, and puts you at the heart of the engagement

This is what a conversational AI solution like Koopid can deliver.
And is deployed rapidly in just hours. And on existing legacy Contact Centre platforms that you thought were incapable of supporting such witchcraft ☺️

I’ve got all the technology I need ok!

It often feels like there’s always someone trying to sell us something doesn’t it?

If not now, then when?

And that’s certainly true to some degree, because there’s always something new to be sold. That’s the nature of innovation and progress.

However, there’s often a lot of great technology already invested within a business, but it’s just not been put to good use for some reason. It could be lack of knowledge, or loss of knowledge with staff movements, or supplier relationship continuity issues. Whatever the cause, help is at hand

As experienced business and technology consultants, Trust Business Partners offer technology agnostic consultancy that help you evaluate your position and plot a map of development activities to get you where you want to be, and no product brochures in sight.

If you’re keen to grow and develop your business and don’t think you need even more technology adding, then contact us to find out how we help.

People + Technology + Know how = Growth

Pinch punch it’s 1st Jan (2021)

Pinch punch it’s 1st Jan
2020 is over and I wasn’t a fan

Covid is still with us and as virulant as ever
We’re keen to be vaccinated to rid us forever

We’re missing our families especially at Christmas
And longing for hugs – we miss them and they miss us

The boffins have vaccines to give us immunity
So we can once again live in community

Working from home will soon recommence
At school, our children will be tested with our consent

It’s a big year for our kids with important exams
But testing as usual isnt right, it’s a sham

They’ve had so much disruption and it’s so unfair
It’s time for governments to change and declare

A different assessment based upon their work
Let’s show understanding, and don’t be a jerk

2020 has at last come to an end
This year ahead can help make ammends

So with good cheer we raise a glass
And wave goodbye to 2020 with a kick up its arse