Jul

Lessons for Businesses from Brazil’s World Cup Disaster

1. Mental, or psychological, state of your team is important: you can put so much pressure on people before they crack. Brazil players didn’t become unqualified professionals overnight. They failed because they were overwhelmed by their country’s expectations, distorted sense of history, and the right to win considered divine. They were too emotionally charged, not in the proper state of mind to compete. So better keep calm, relaxed atmosphere in your team even before launch, or important deadline.

2. Manage customer expectations. Brazil were ramping them up unreasonably. Aggressive messages like the 6th[title] is coming, statements by their coach about two more steps to heaven massively backfired by creating an unhealthy emotional frenzy in the society, which in return influenced the players (see 1.)

3. Logic, organization is the key to successful execution. Germany are not a great team. But they are very well organized. They had a detailed game-plan where every team member knew his task and several different scenarios where prepared. They were able to adjust when the situation on the field changed to squeeze maximum advantage. Sounds simple? That’s because it is. 

Interested in reading more? Check out our other blogs:

Top 5 Reasons to Use Artificial Intelligence Chat in Your Contact Center

1. Zero Wait Times

Do you suffer from long chat queues? How about any chat queues? Can you imagine a world where your customers are either immediately engaged in a proactive chat, or can easily decide to engage in a on-demand chat and get immediate service, no matter how busy your contact center is? Well, that day is today. With AI chat integrated into your contact center customers can be served immediately with no additional agent resources required. Now you can change your focus from calculating the time before a chat session starts to hcounting the number of chat sessions escalated to a live agent (We’ll give you a hint: It’s a lot less with Chat AI).

2. The High Efficiency Rate

The average chat session is completed in 42 seconds. With most questions being answered in just a few short seconds (Unless you’re Zappos, of course), Chat AI can quickly and effectively address most problems today, without having to engage a live agent. The savings in time and abandonment rate combined with the increased customer satisfaction, not only reduces costs, but delivers a measureable improvement in performance and customer perception.

3. It Really Understands Language

True Artificial Intelligence is not the robotic, sometimes irrelevant interaction of yesterday.  Answers are more personalized, relevant, and complemented by the newly acquired ability to access multiple data sources to deliver the best possible responses to inquiries. The technology “learns” the longer it is deployed, as a result customer  experiences improve with time without the need for additional investments in technology, people, or processes.

4. No such thing as a “Sick Day”

AI doesn’t sleep, it doesn’t get sick, you don’t need to train it, and it’ll never quit in the middle of a seasonal rush. You don’t even need to give it lunch, breaks, or let it go to the bathroom. Imagine how easy Workforce Management becomes when all you’re doing is flipping a switch. Scheduling becomes less and less of an issue over time, as the application continues to learn, making your investment more valuable over time.

5. 24x7x365

Imagine the increase in sales volume and support cases your business could handle if you’re able to offer 24x7x365 chat. And cart abandonment plummets when customers are offered chat. Today Chat AI can answer anywhere from 70-90% of customer inquiries meaning that only the most verbose requests require a human, and at an operational cost that is often 4 times less than the cost of staffing a contact center.

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Building 24x7x365 Customer Support and Online Sales... FOR FREE (Almost)

                                                             

We’ve all seen the numbers and they tell us that customers are more likely to make a purchase if they’re able to speak to a representative at the time of purchase. Study after study shows that if you can prevent even the smallest percentage of customer defection revenues and profitability can literally skyrocket as much as 80%. Just as important, the faster is your service the better is customer experience.

The same can be said for customer support. More than 70% of customers say that responsive customer support providing fast, courteous, relevant and contextual answers to their inquiries are the most important factors in determining the quality of customer service and the likelihood of that customer doing business with the company in the future.

As our world becomes even more “on-demand” and global, providing around the clock sales and customer support is quickly becoming a key differentiator. Customer’s desire to do business with companies on their own schedule and terms are driving financial growth and customer loyalty across all sectors and industries. Companies that neglect this “always on” requirement not only lose out, but need to find ways to be competitive.

Unfortunately, only the largest companies have the financial resources to deliver 24x7 customer support and sales operations. Still many of the largest companies can’t justify the expense of building out and staffing a 24 hour contact center. While outsourcing to a BPO is always an option, statistics show a diminishing return for outsource customer and sales support operations.

As customers continue to drive up the use of chat and social communications for customer support and sales, along with the incredible growth in Artificial Intelligence technology, smart companies on the forefront of customer service now have the ability to offer around the clock service for a large portion of their customers.

Think about this: While the average phone support call has previously been measured at almost 6 minutes, the average chat session lasts just 42 seconds, indicating that the vast majority of customer support issues are simple and only require limited information in order to leave a customer informed and satisfied with the interaction.

Today Artificial Intelligence can deliver a personalized, informed, and contextually relevant response to just about any question related to most customer inquiries. Add on the fact that AI actually “learns” as it interacts with people and information and the value to the customer and the vendor actually increases over time.  Wouldn’t we all like to have immediate service with zero wait times and fast, courteous response that immediately addresses our needs? I know I would.

Implementing Artificial Intelligence for customer service comes down to an application cost that, when amortized over the number of chat or social sessions it can handle, reduces customer support costs to as little as 10% of traditional contact center and agent expenses.

The one objection to relying on Artificial Intelligence in the contact center is the customer experience. There’s enough bad press out there about Chatbots and broken, robotic responses that are sometimes irrelevant that some customer support professionals are wary of any form or automation. My response to that is, while those were valid concerns; just take a look at Siri today vs. 2 years ago. The quality of responses has dramatically improved, as has the customer perception and usefulness.

What are your thoughts about Artificial Intelligence in the contact center? We’d love to hear from you.

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