Many organisations have turned to quick fixes in order to attempt to address the deficit in resources in their businesses and to avoid having to take the call of at all possible.
Primarily this is because they do not have the personnel available due to Covid restrictions, and technology shortfalls – Shortfalls in that their technology was designed for a traditional office Contact Centre with office based workers, and not for a dispersed homeworker, workforce. Some might hand out criticisms of short sightedness, but let’s be fair – how many of you predicted the Covid crisis and it’s impact accurately?? Thought not.
Increasingly we are, as consumers, looking for flexible ways to connect with our suppliers, but to avoid the often lengthy queues that drive us potty. We are also seeking simplicity – for transactional interactions, we don’t always want or need to speak with a human, and we might also just need something text based, such as a balance check on our bank account, or checking a booking, ordering a ticket, making an appointment, etc,….
Often seen as the quick fix, business may turn to adding a webchat capability, or a chatbot capability, and more often than not, they are another silo in the communications morass, that simply pushes customers away.
Most chat technologies offer a synchronous engagement only, and very often these services are manned by social media teams, who are probably not well versed in the issues customers want resolving. This often leads to added frustrations for the consumer, as they are still not getting their questions answered, and may well STILL end up having to break off and make that call, joining the queue they were trying to avoid, and having to explain the whole thing again – It’s simply not very customer-centred is it?
Automation has been on offer for years, including IVR, and yet the way we, as consumers want to engage has changed. Yes we do still want to talk to a human being where appropriate, but by no means always.
Artificial intelligence is bringing a new paradigm into play, enabling intelligent automation, where consumers can share the intention of their inquiry using natural language, and receive a higher quality engagement, and satisfactory outcomes.
Well thought out solutions also allow for a joined up and customer centred journey. Meaning that we reduce friction with a single persistent conversation, that captures the discussion and passes it all to an agent, if required, avoiding repetitive questioning. Resulting in a well prepared agent, and a really satisfying customer experience.
Is this were possible, without the need to replace existing platform technology, wouldn’t that be of enormous value?
Ask me how Graham@koopid.ai
We’ve all experienced the frustration when calling a business, and we’ve been on hold for ages, when all we require is something really simple and transactional.
The latest in my Punch Punch series of posts, where I attempt to describe what’s going on under the Covid crisis using my finely honed poetry skills,
Pinch punch, it's September 1st Covid 19 has made the workforce dispersed Working remotely is now the new way But for many they're excited for the office return day Life's been a bit different for a large part of the year And I've read that we're all drinking more beer Social distancing continues to be followed And facemasks are being bought by the load We're yearning for our cancelled events to reopen Going to concerts that evoke our emotion Business as usual is no longer the case We're meeting by video and not face to face Communication tools have become more critical As they're bridging the gap to replace the physical As we increasingly use our digital options Business must accelerate their adoption Meeting customers the way they want to engage Before you send them into a rage Don't make us queue for hours and hours Give us the tools and self service powers We don't need to wait to get something done We want to do it ourselves whilst on the run When you make it easy, we're as pleased as can be Calling is ok but but it's not always for me WhatsApp and other asynch channels are a boon They save me holding and queuing and feeling like a buffoon. It's easy to do with software in the cloud No rip and replace need to be allowed And It's ready in hours rather than weeks The solution is exactly what everyone seeks Make the move now, don't get left behind Your customers will appreciate you're that way inclined Koopid AI is leading the surge And they're poised and ready for when you get the urge
The latest in my Punch Punch series of posts, where I attempt to describe what’s going on under the Covid crisis using my finely honed poetry skills, 😜 with a slant on prevailing Customer Experience for us all
Pinch punch it’s August 1st
Lockdown is easing, being reversed
Businesses and offices are now resuming,
Pubs and bars welcoming people consuming
We want to stay safe away from the virus
The isolation however is starting to try us
Inspite of the crisis we’re currently enduring
Technology projects are rapidly maturing.
Agents working hard to service their customers’ needs
Customers queuing because no alternative feeds
Automation is desirable, else customers you’ll lose
Give them digital channels and see what they choose
Access when they need it to check something out
Agents are free when the complex ones shout
Human to human and voice is the best
And intelligent automation for the rest
Almost half will leave you if you don’t improve
This lack of choice and automation will force customers to move
So act right now and give us a call
To serve customers better not the few, but them all.
This is my third and latest attempt at combining poetry with the #Covid_19 situation and our business engagement with #KoopidAI. I am kind of getting into the swing and hoping it tells a story (It works ok in my head). Here you go (with video link below also)
Pinch punch it’s the first of July
The days and weeks, they just fly by
The lockdown is easing, going back to work
Covid is still with us, but where does it lurk
Businesses are hurting, they’re battered and bruised
The new rules aren’t clear, I’m slightly confused
Pubs begin to reopen, just hear them cheer
We’ll soon be back there socialising with beer
The new normal is the central debate
Businesses are pivoting to keep the books straight
We continue to drive for an improved experience
Automating processes making customers delirious
Agents are freer for the more complex calls
Artificial intelligence catering where complexity is small
Getting Koopid up and running is surprisingly swift
The no code solution is simply a gift
From Monday to Tuesday is all the time we need
A clear map of workflow and we’re up to speed
Whatever your age and whatever your vintage
Digital and Mobile first is the greatest percentage
And there’s no need to rip and replace
Evolving new channels at your own pace
Here’s a short video explainer for Koopid.ai – and we’re exhibiting at the Call and Contact Centre Expo at the Excel on March 18th and 19th, so please come and say hello and learn more. This could be what your customers have been waiting for.
Want to chat? Then call us on 0800 999 1882 or mail me email@example.com
Thanks for reading and hope to connect soon- or to see the solution in action – click here