Tag: artificial intelligence

Business, Customer Experience, Customer Focus, productivity

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.

Customer Experience, Customer Focus

Pinch punch its September 1st!!

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
Business

Pinch punch it’s August 1st

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.

Business, Customer Experience

Pinch Punch it’s the first of July

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

Pinch punch it’s the 1st of July.
Business, channel, Customer Experience, Customer Focus, partnership, Sales, Selling

How Koopid.Ai are disrupting the Contact Centre space

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 graham@koopid.ai

Thanks for reading and hope to connect soon- or to see the solution in action – click here