Oct

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.

Interested in reading more? Check out our other blogs:

The Advantage of Social Engagement for Business, in Simple Words

                                                   

Much is being said about social networks and their importance for businesses. The amount of analysis, explanations, and advice keeps on growing, while the matter is being investigated from every possible angle, real and imaginary.  

As for me, the need for businesses to market and sell on social can be explained by a simple argument.

Here it is.

The principle advantage of social networks for a business over other mediums is in the social networks’ potential to build trust. Traditional marketing mediums, such as TV, newspapers, internet, radio, etc. are not designed to build trust. They are information channels, or scaling vehicles, or sales means, but their primary goal is not to build trust. Social networks, on the other hand, are exactly this - a trust building tools.

And herein lies their biggest advantage in today’s market. The endless variety of options consumers have and the ever growing dissatisfaction with traditional aggressive marketing methods, such as commercials or banners, means that creating trust between businesses and their audiences is now the most efficient way to attract customers. The way that guarantees long-term sustainability and growth.

This is, simply put, the reason for businesses to embrace the social.

 

READ MORE

Intent-driven Data Critical for Sales Growth

One of the most central causes of missed growth opportunities and overspending is a failure on the part of businesses to create strategies that are tailored to the intent of the consumer. Recognizing and harnessing visitor intent brings increased engagement with relevant messages and calls to action.

Once a business identifies purchase intenders it can create content that aligns with their needs and desires in order to increase the likelihood of conversion. Consequently it can pick up on pre-sale signals from visitors in the research phase and drive lead-nurturing initiatives accordingly. The ability to identify this spectrum of visitor intent is key to creating relevant engagement campaigns that drive sales.

nmodes has been at the forefront of delivering consumer intent to businesses.

We sort the intents based on conversation topics, called ‘streams’.

Here is a stream of people looking for a hotel:

A stream of people who are getting married:

A stream of people thinking of going on a cruise:

READ MORE