STOP You’re doing it all wrong

How many of us have used a chatbot on a website when we felt it might be quicker than waiting in the call queue, or in some cases where you just could NOT find a phone number anywhere to call!?

But it was an unmitigated disaster!

The BOT was more of a NOT as it didn’t seem to understand what you were asking for!

Next stop was SOCIAL MEDIA- RIGHT. Facebook and Twitter, and this time a very different experience. But still shocking. You’ve reached the corporate marketing team and they can’t help you with your query, but instead suggest you use the website (doh), or call the Contact Centre.

So far, you’ve got absolutely nowhere and your patience is dwindling….

Thankfully there are genuinely joined up and intelligent solutions available and the “no code” cloud offering from Koopid can be set up, and built in a few days. Critically ALL CHANNELS are orchestrated for a single uninterrupted conversation INCLUDING real agents and with chat persistence.

No more repetition

No more, please dial this number

No more “The Computer Says No”

It’s time to transform your customer experience journeys and remove the barriers to customer intimacy

Go on, ask me to show you, and I’ll be delighted

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 ☺️

Pinch Punch it’s December 1st

Here we are again, another month has passed and my creative juices have been at work to continue the story of Covid, lockdown and customer experience around the Contact Centre. Enjoy and let me know your thoughts

Pinch Punch it’s the first of the month https://www.youtube.com/playlist?list=PLHxLBXE1fy5FfhPyTfybsUBBCk68Dv1YK

Pinch punch it’s December the First,

The government and COVID is equally cursed.

We’re done with this now and we’re ready to leave.

Not talking about Brexit, It’s the year we want to heave.

I’m a positive guy with barely an occasional dip,

but this year’s challenged us all.

It’s got right on our pip.

The workplaces are our homes – Our kitchens good Lord

Our lounges and even the ironing board.

For many, this mode is totally sustainable.

For others, it’s completely replaceable.

There’s a strong desire for getting back to the office,

but it’s not for everyone coVid has taught us.

There is a place in our lives for the traditional workplace.

It’s valued and important to meet face to face

We’re social, you see, and it gives us a lift.

To meet our colleagues and partners is a gift.

Interaction with businesses has not been easy.

They’ve struggled too with staff shortages we see.

The older technology that’s not in the cloud

has limited the business and remote working has been disallowed

A tactical fix needed but meeting strategic intent,

A shrug of the shoulders from most seeking to augment

The voice only services with some messaging adjacent

With the former established and the latter just nascent.

Bringing all elegantly together is what’s required

An intelligent solution to enhance should be hired,

Helping to avoid call queues, where customers self serve

Shows significant demand and a hockey stick curve.

This AI technology is proven but new,

Needed by many, but so far adopted by few.

The mass adoption is on the way now.

Adopting is quite easy as Koopid shows you how

Koopid Ai has an impressive heritage to shout about 

with “firsts” and patents to allay all doubt.

But enough of the boasts and positive chat.

We’re ready to help you, that’s where we’re at.

Pinch punch it’s October 1st – 192 days into lockdown

The latest in my Pinch Punch series of posts. It’s my clumsy attempt at poetry, aiming to capture the moment of the Covid lockdown, along with my own passion for Customer Experience excellence and the technology landscape that either enables or thwarts this

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

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.

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.