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Wolken Software’s North America Head Anand Muralidaran represented the company at its first CCW Industry event in Vegas from June 25 to 27. Customer Contact Week obviously is “the place” for Customer Service leadership. Business, Operations and Technology teams meet with solution providers to share, learn and understand newer technologies and business processes that would bring value to digitally-savvy, customer-centric Fortune 1000 and SMB Enterprises.

We certainly had a great time connecting and networking with Business and IT leaders learning their landscape, challenges and opportunities while sharing pertinent case studies. Broadcom CIO’s video testimonial received a lot of positive response as it helped Enterprise leaders understand the value, we bring to Global Fortune 500 companies.

CCW team had done a fabulous job of organizing joint workshops, relevant keynotes and IDGs (interactive discussion groups) beyond plain and simple networking.

The top 10 takeaways from the event are:

  1. Customer Service is getting more critical to how a Brand differentiates across channels, devices and social media
  2. Enterprises are starting to embrace ML in the way they engage with their Customers
  3. Customer Service is become complex from a technology and process standpoint.
  4. Customer Service has become a critical component in driving Customer Loyalty up
  5. Agent experience, enablement and productivity is critical to drive Customer experience
  6. Agent turnover is pretty high and hence an intuitive platform would help in faster agent onboarding and training
  7. OPEX spend and TCO optimization are key considerations for Enterprises
  8. Millennials and Gen-Zs expect self-service and other transparent systems by default
  9. Business leaders seek agility in their stack to align to Organizational changes
  10. There is a thought that Customer Service could come under the CMO organization

The post Wolken Software’s Top Ten Takeaways from CCW Vegas 2019 appeared first on Wolken Software.

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Customers expect the company to take care of their issues and while some companies see this as a great burden, others see it as an opportunity to meet and exceed customer expectations. Our experience with customer and support indicates that there are different trends emerge and keep trending and being in tune with these helps companies to anticipate these trends and react accordingly. Customer Support Trends in 2018
  • Customers grow smarter by learning what a great customer service experience looks and feels like, from across product and service lines. This reduces the margin for error and almost no second chance for companies.
  • AI expands its scope in the customer support world by handling customers’ lower-level questions with the capabilities and power behind AI growing at a rapid pace. AI is becoming affordable and accessible for smaller companies too. IoT will make support and service more proactive to detect impending issues in products and we expect that customers would begin to expect pre-emptive service as standard.
  • Growing popularity of self-service customer support indicates that customers want support in a way that is easy and convenient through company’s website, how-to videos and the knowledge base. This makes customer service the new marketing. With digital technology and a global customer base, 24/7/365 self-service will become the default, and digital self-service making a case for itself. AI would combine with automated workflows and chatbots to power the 24/7 self-service revolution.

The fluid lines of division between online and brick-and-mortar retail makes the business more competitive differentiated by customer support, convenience and personalization. Despite all trends customer service will depend to a large extent on the people aspect- the customer service representative.

CIO focus areas – Technology focus

Digital transformation is a topic that will be a key area of focus for the technology function in 2018 and is expected to dominate business strategy. Against this background CIOs would need to act as strategic partners. Needless to say, AI and IoT will be important areas for CIOs to expand their technology horizons into and think of committing to new operating models that add value. Another new area that we see gaining interest would be blockchain, more at a watchful level while quantum computing will also be of interest. Companies will look to leverage new technologies and developing capabilities in these areas that will help them stay ahead of changing customer demands and market scenarios.

Alongside these CIOs will need to tackle challenges as a result of new technology platforms, mainly cloud platforms, and the communication demand from customers. CIOs will find greater benefit if they leverage innovation ecosystems and technologies to support major shifts in their business.
Service desk Vis-à-vis Business and Tech Goals

Businesses are increasingly impacted by technology in profound ways leading to a new wave of business process automation and the same impact can be expected in service desks in 2018. Artificial Intelligence will have an important role in transforming the end-user self-service capabilities of the IT service desk, through chatbots and virtual digital assistants.

The emergence of Machine-learning (ML) technology will help data sets to be integrated. By making this accessible to service desk staff, the business can achieve more in-depth issue diagnosis and better-informed problem-management processes. ML will also help by aggregating, reconciling and correlating distributed data to put together the big picture in the context of the user and the service desk agent. Enhanced ITSM platforms will provide simpler and more efficient interfaces that support the complexities of enterprises and diverse business environments.

The use of cloud services will see an increasing number of fulfillment and IT support teams will be outside the organization for which managing the external interfaces, SLA compliance and user issues will become a key area of focus for service desks. We expect 2018 to be an exciting year for IT service desk functions, with technological advancements and industry trends enabling the rise of the IT service desk from a supporting function to an integral part of business operations.

About Wolken Service Desk

Wolken Service Desk now integrates AI into its framework – it is called Wolken AI. The integration helps prioritize incidents and AI handles upto 80% of the level 1 issues. This lessens the agents’ workload since only the more complicated issues that need human intervention are taken up by the agents.

Let the unified Digital transformation journey begin…

The post A CIO Roadmap to Customer Support in 2018 appeared first on Wolken Software.

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How important is customer support service for businesses success? Try this- 54% of millennials, 50% of Gen Xers and 52% of baby boomers stopped doing business with a company because of poor customer service according to opinion studies. They further indicate that companies with weak omnichannel customer engagement strategies retain only 33% of their customers, as opposed to those with well-thought and executed strategies that have nearly 89% customer retention. Customer Query Responses

Therefore no surprises when we state that customer service has to be of the highest level, but in ensuring exemplary customer service, companies face various challenges. Solutions like Wolken Customer Support Help Desk helps businesses overcome them. It equips agents with the ability to respond to customer queries and complaints across multiple channels. Agents can view and clear requests in a fraction of the time paving the way for greater customer retention.

Wolken’s specialized service desk modules enable agents to automatically organize incidents. Its intuitive workflows and features that simplify request approvals, modifications and fulfillment make for a consistent and smooth customer experience. This is vital when we consider that about 89% of customers get frustrated when they are made to repeat their issues to multiple representatives.

Self Service

There is great merit in and a growing trend towards customer service management. Wolken’s gives customers the power to find their answers self-service application and this reduces ticket volumes and recurring incidents. This feature allows customers to access FAQs, user guides and other forms of helpful content to find their own answers and by automating this feature, companies can stay ahead of increasing requests. This fact finds support (Digital Marketing Trends, 2017) with 50% of customers preferring to solve issues themselves and 70% expecting a company’s website to include a customer self-service software.

Auto-tagging with algorithm-based rules

Customer service functions across companies regularly face challenges of classifying service requests into categories and assigning them automatically to the right agent. These challenges are well handled bycall centre CRM’s feature of auto tagging service requests with algorithm-based rules so that they can be classified into predetermined categories and assigned to the right agent automatically. With such time-based, product-based and sentiment-based rules a quick resolution is assured, eliminating the near 40% instances that we see today, of manually reaching out to agents and assembling the team for issue handling.

Streamlining operations with Centralized data

A recent survey by Forrester points out that 42% of customer service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications. Wolken’s centralized repository, Configuration Management Database, contains all configuration item attributes, audit trails, license details and relationships between CIs (customer intelligence). By integrating with service and change request management modules, the solution enables agents to deliver an efficient and intuitive customer experience.

In today’s digital marketplace, a tech-savvy and very mobile customer base we are working with customer expectations that have transformed quite radically. Now customer experience is as important as the product they buy and customer delight is the new goal for businesses. In their quest for creating a positive customer experience, businesses have a strong ally in solutions like Wolken Service Desk that is tuned to meeting rising expectations.

Let the unified Digital transformation journey begin…

The post New age Service Challenges demand new ways of Customer Support – Are you ready? appeared first on Wolken Software.

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Businesses measure customer satisfaction across different parameters to rate their support function but they need to be considered as a whole and individually. Similarly, both individual agent performances and the productivity of the entire support team need to be considered. This gives greater control of the customer support function, its effectiveness and an effective strategy to enhance customer service efforts.

The entire customer experience has to be considered by measuring key metrics and there ‘hangs a tale’ behind each of them. You may discover that the team is responding slowly or that the customer needs to get in touch repeatedly and hence the low satisfaction scores.

The key parameters to watch out for are:

    • Tickets solved – This provides a measure of the immediate value of the customer support team. A good way to track this is to look at the daily average over time which throws up trends in agent performance and resourcing needs. I would also suggest comparing the number of tickets solved to the number of open tickets—a sure pointer to the need for agents to focus on tackling their ticket backlog. Our Service Desk does this effectively with its multi-channel ticket management and real-time reporting feature.
    • Issues handled– The most common resolution issues areas point to the areas in the product or service that need service desk for customer support and how effective the agents are in handling those issues. A deep-dive for that particular area with metrics like time-to-resolution and CSAT ratings can tell us how good we are and also the areas where the product should be improved. Our auto-tagging feature helps solve effectiveness of resolution by ensuring that the right agent always attends to the incident.
    • Response Speed– The speed of response has a significant correlation to customer satisfaction. I have known great customer service efforts from companies with fairly low scores on matrices such as first-reply time, average reply time, and the number of replies on a ticket. The real-time reporting with Service Desk for customer support is the solution to this.
    • Resolution time- Resolution times indicate the speed of the agent-based support, but speedy resolution isn’t always indicative of high quality. With resolution metrics managers can be sure their agents are spending an appropriate amount of time on tickets. But then if there are many tickets with first-contact resolution (FCR) these issues might be better handled with self-service, a ready feature on Wolken Service Desk.
    • Resolution effort – This shows the effort agents are putting into their tickets and is measured by agent touches, ticket comments, and requester wait time. Customer service needs to devise ways to measure this since it could lead to low customer satisfaction. Wolken Service Desk Software addresses this with features such as agent management and real-time reporting.
    • Ticket reopening is about changing a ticket’s status is changed from “Solved” back to “Open”. Sounds a bit weird, but it does happen when dealing with complex support issues that don’t have an easy fix. To state it simply, too many ticket reopens mean that agents might need more training in that area, or the product or service could have issues that customer support cannot fix on their own. Multiple features of Wolken customer service desk such as real-time reporting, dynamic rules, and auto-tagging support this issue which also needs to look at total number of reopens, average number of reopens, and the percentage of tickets with reopens.
    • Avoiding next issue – This metric indicates how successful the customers are in handling the product/ service after interacting with customer support. While it may mean that agents have less to do in future, it is a positive indicator of the brand and overall customer satisfaction. Look for the number of customers requesting multiple support requests for the same issue and you have some pointers. The auto tagging and dynamic rules of the Wolken Service Desk anticipates incidents and ensures that support agents are always on top of their game.

    Let the unified Digital transformation journey begin…

The post The Top Customer Service Metrics for Your Support Team Performance appeared first on Wolken Software.

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Customer support service function received a great impetus with the addition of self-service portal and has become a firm favorite of the tech-savvy millennials and GenZ. The positive impact of self-service goes beyond the help desk, team of agents or the customers they serve, with the info serving as a powerful tool in the business growth. As I see it, the marketing, sales, product development and support functions in the organization are the ones that benefit directly and the most.

Marketing

With a self-service function, the marketing function can understand which features and functions are most important, and which aspect of the product is working or not working. It also tells us about the product positioning, its effectiveness, and help build marketing campaigns, sales assets, and other customer support materials.

Sales

Self service portal can help sales understand the pain points in addressing customers, provide information to back up their claims, and become knowledgeable about the product. Managers can access reports that give details about the articles shared and their role in a closed deal. With this info in an easy to consume form they can understand customer challenges. The insights from self-service support activities can be a major advantage and help the sales team accelerate the process to purchase.

Product Development

With a customer self service software on the customer service, the product development team can find out which product features are most searched for, the product pain points and the expected features in it. The team can understand which features are working, failing, or need to be improved upon. With this information they can rework their product roadmap to customer’s needs.

Customer Support

Easily solved questions of the customers can be addressed by the self service software and with this support can focus on other issues. It can help support reduce ticket response time. A robust knowledge base can totally free the support team from simple, recurring issues help them upgrade their skill and knowledge levels. Even with customer interactions, a knowledge base that ensures the customers are also knowledgeable. This helps customers gain confidence in the company and provide positive reviews, serving as brand ambassadors while the negative ones can be attended to immediately.

To Conclude
My favorite example here is my experiences with my first smart phone and DSLR camera which I proudly acquired and showed around excitedly. The king-sized manual put me off and I decided to head online. While the online videos and posts from bloggers/ vloggers or forums didn’t exactly match my requirement, the material on the product company website was the same user manual online.

I would have, like any other use, appreciated the manual in a web-ready format, highly searchable list of topics and user requirements, which was arranged into easy-to-use topic clusters. This would have made for an enjoyable customer experience. As a plus, the product company would have gained insights into the favorable section, paragraph, camera feature, topic, their navigation and other valuable info about the customer. I suppose it is now possible to appreciate how a knowledge base provides great customer service and experiences all across the organization.

Let the unified Digital transformation journey begin…

The post Self Service isn’t just for Customer Support – Other functions can benefit too appeared first on Wolken Software.

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It is now acknowledged that a service desk software helps you handle the ever-increasing customer requests and demands but it is not a ‘set up-forget it’ element of the company. It represents one of the public interfaces of the company and to maintain its good health requires periodic assessment and review is needed. This review goes beyond a few standard metrics like KPIs that are baseline measures of service desk health. A range of factors such as metrics, service ticket workflows, incident trends, service desk bottlenecks, resource distribution, and even customer perception need to be assessed.The health of the service desk can be understood from these metrics but at what point do you raise the red flag. Some pointers here First Call Resolutions

Resolution of less than 80 percent of incidents at the first point of contact is a cause for alarm and it reveals a lot about process health. Industry figures reveal that about 40 percent of service desk professionals don’t measure metrics but about two-thirds of IT organizations manage to resolve 80% of incidents at first contact. At less than 80%, this metric reveals underlying issues that may be causing bottlenecks or otherwise negatively affecting service workflows. Similarly, a consistently low first call resolution (FCR) rate points to an ineffective reassignment process or a gap in agent training. With a customer support help desk that provides incident management and AI as a solution it is possible to handle such situations. Customer Information

The organization needs a system that ensures a detailed knowledge base, the means to manage it and provide service agents with the relevant customer information. As the business grows, it is important to place the knowledge and customer information in a centralized platform that your help desk can use to address recurring issues.

Configuration Management Database (CMDB) with all relevant information can be used to consolidate disparate data sets and be a current and accurate source of information about data within an organization.

Resolution SLA

Missing the target resolution times repeatedly points to a service desk bogged down by systemic problems. My prescription for such issues would be to comprehensively identify, address, and prevent reoccurrences of these issues is by getting down into every component of the resolution workflow. It could be a certain type of request with an unduly long resolution time, or of workloads distributed unequally. I remember reading elsewhere that about 76 percent of IT organizations frequently miss their target resolution times and how they could have avoided it by using dynamic SLA management and AI that are available in industry leading solutions.
Customer Service Metrics

It is important for customer service metrics to reflect the business impact accurately and many a time, better automation capability could do this job. A help desk support solution for a growing business needs to reduce the tasks that employees must handle by automating tasks like routing and managing tickets, assigning severity levels, viewing response rates and metrics. Such features simplify the process for the team, leaving them to focus on serving customers. This helps organizations detect and address critical issues and is hence valuable given that only 57 percent of critical issues are identified by companies before they impact business.

Service Desk for Customer Support can identify and address these problems before major damage occurs, spot recurring pain points and help neutralize high-impact scenarios. Solutions with agent performance and dashboard features, some that can also integrate with active directories or HR databases can be a guarantee in these challenging areas.

Let the unified Digital transformation journey begin…

The post Is your Service Desk Healthy? – 4 Red Flags to watch out for appeared first on Wolken Software.

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Every android developers are very well aware of Third party integrations like Twitter login, Facebook Login, Google Login etc. All of these Login Services are called as Single-Sign-On (SSO) kind of authentication services i.e., Any apps which need to have direct login without giving much pain to app users they can just simply make use of these authentication services.

Well! I will not dive deeply into these concepts since my objective of this blog to throw some light on Okta Integration with android apps. Let’s not waste much time and get prepared to start.

Before I get started anymore with the phrase “Okta Okta” I request you to study the blog. https://support.okta.com/help/s/article/What-is-Okta

The specialty of okta Authentication is you can have one common sign for multiple apps. Let us go further in understanding the types of authentication

  1. SAML Authentication
  2. OPEN ID connect Authentication

SAML Authentication [ Secure Assertion Markup Language]

Let’s try to understand what gave the birth for SAML in the below context:

Authentication defines the way a user is identified and validated through some sort of credentials as part of a login flow. Most applications will present a login page to an end user, allowing him to specify a username and a password. In some cases, additional information may be required in order to locate the user — like a company ID or a client code. This information allows the application to narrow down the search of the username applicable to the provided info. This is often used to allow the same username to exist across multiple tenants belonging to the different customer.

Most applications will have a user store (DB or LDAP) containing, among other things, user profile information and credentials. During login, the credentials are validated against this backend user store. The advantage of this approach is that it is simple because everything is managed within the application, providing a single and consistent way to authenticate an end user. However, if a user needs to access multiple applications where each app requires a different set of credentials, it becomes a hassle for the end user. First, the user will need to remember different passwords — in addition to any other corporate password (eg. AD password) that may already exist. The user is now forced to maintain separate usernames and passwords, dealing with different password policies and expirations. Second, this also creates a headache for administrators and ISVs when application users continue to have access to applications that should have been revoked.

Federated Identity :

Federated Identity started with the need to support application access that spans beyond a company or organization boundary. Imagine a relationship between a juice company (JuiceCo) selling its product to a large supermarket chain (BigMart). As an employee of JuiceCo, you need to access an application provided by BigMart to manage the relationship and monitor supplies and sales.

In this case, BigMart (who is providing this application) will need to take care of user authentication. The simple way is to require a different user name and password from users working at JuiceCo. But think about all the users that this application will need to maintain — including all of the other suppliers and their users who need to access the application.

A more elegant way to solve this problem is to allow JuiceCo and every other supplier to share or “federate” the identities with BigMart. As an employee of JuiceCo, you already have a corporate identity and credentials. What Federated Identity provides is a secure way for the supermarket chain (Service Provider) to externalize authentication by integrating with its suppliers’ existing identity infrastructure (Identity Provider). This type of use case is what led to the birth of federated protocols such as Secure Assertion Markup Language (SAML)

Request readers to go with the below blog for the depth explanation
https://developer.okta.com/standards/SAML/

TIME FOR PRACTICALS — — OKTA SAML AUTHENTICATION

The SAML flow is initiated with the Service Provider (SP), in this case, Okta, who then redirects the user to the IdP for authentication. On successful authentication, a user is created inside Okta, and the user is redirected back to the URL you specified along with an ID token.

Step 01: Navigate to the below website for creating your developer account:
https://developer.okta.com/signup/

Step 02: Once you sign up you gonna get the developer page something like below:

Step 03: Click the specific client that you wanted to integrate(My case Android) so it gonna specific guide for you.

Step 04: Click on applications just follow the below image:






Hurray! Congratulations on your successful journey with your initial and primary steps of building the service.

We need to pause for a moment and need to understand like how can we integrate with okta service in android platform……How…….?

In android platform we gonna use a library for integrating these okta services using AppAuth for android. Also, We can use the same library for IOS as well.

Please go with the below link for the Client SDK documentation:
https://github.com/openid/AppAuth-Android

I would love to show a small demo with the app execution please do have a look.
https://youtu.be/t1TirRgNddc

I have created a sample demo on the same. Do Download and run it once here is the below link:
https://drive.google.com/file/d/1lfGRhFr8vK2yu1vuaG0T6MGqgeFQXJJK/view

That’s all folks! I hope you were able to learn something new on authentication services. I will be continuing the second part for the same with including some other concepts using OKTA.

Read the blog and do share it. Any comments, questions or suggestions are most welcome.

Thank you for reading this!

The post A simple and secure authentication using Okta Services in android development(Part 01) appeared first on Wolken Software.

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Having a customer self-service portal empowers your customers to contact you whenever they want to. 24×7 connectivity allows your customers to be connected always, allowing them to connect with you at their convenience.If you don’t have a customer self-service portal or your business, here are 6 compelling reasons why you should:

Convenience for both the customer and the service team

An obvious benefit of having a self-service portal is convenience. Your customer may have to update personal and payment information or check payment history, they can have the convenience to do so in their free time. This also reduces the load on your customer service team who can then focus on other unique incidents.

Security

Customer self-service portals are secure mediums of communication, as they have login IDs and passwords. An authorized user can access their account, and you can personalize the portal experience for every user. All related information such as inventory item visibility, their payment and address details, warehouse information and shipping methods should be provided to your customers. The portal should be ERP integrated so that all information is current.

Mobility – access from anywhere, anytime

Your portal should be mobile optimized, as this will let customers access information anytime, anywhere, from their phones or tablets, even without typing in search terms or URLs. They should be able to download any information they choose to. You can also add additional features that can enhance customer experience by providing individual attention to each users’ needs and preferences.

Better marketing and customer interactions

You have greater marketing opportunities through self-service portals, as you can personalize exclusive marketing material for your customers. By offering them exclusive deals and content, you can give your customers an incentive to create accounts in your portal. You could offer customers the choice to communicate through their preferred mode, which will allow you to send them notifications just as social media does.

Improved productivity and service optimization

A self-service customer portal is an efficient method of obtaining information by bypassing queues or waiting for return mails or calls. This saves time for both, your customers and employees. Plus, your service staff can work more productively when all customer related items such as invoice copies, due dates, placed orders, order status and so on, become automated and can be accessed quickly.

Customer retention

Every single interaction with your customer matters and has the potential to improve or hurt the relationship between you and your customer. As you would have personal information about your customer through their accounts, it can help you to serve your customers better and your portal can prove to be a mode to retaining your customers. This way your portal would become a valuable workflow and communications resource.

Wolken Software Customer Service Desk can help you set up your self-service portal with ease. We help you grow your business and build a loyal customer base by supporting all your customer self-service requirements.

Let the unified Digital transformation journey begin…

The post 6 Reasons Why You Should Have a Customer Self-Service Portal appeared first on Wolken Software.

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Back in the 2000s when we received our laptops and Blackberries, we were all super-thrilled as our weekday experience was much better and smoother than our weekend experience. When it came to technology, collaboration and engaging with the world was made easy.

But in the last 10 odd years we have seen the consumer technology and experience leapfrog enterprises by a mile and more.

Career aspirants and employees at large, and small enterprises too are subjected to arcane, less transparent and complicated processes in the pursuit of Day 1 that make it effective and valuable. The productivity and morale loss during this period is unaccounted for. It has a huge impact on the perception the employee carries of the enterprise and how long he runs before calling it quits for better prospects.

Enterprises need to focus on putting in processes and platforms that mirror our weekend experience when it comes to ease, convenience and smoother hand-offs within a workflow with total transparency.

Quoting Richard Branson, Happy employees take care of creating happy customers.” Enterprises for the last 5+ years have spent their time, energy and budgets on deploying technologies that provide a seamless digital as well as physical experience to customers, thereby ensuring better engagement.

It is high time that enterprises look inward and re-engineer their hiring and employee on-boarding processes along with taking care of their technology service needs as they arise and ensure they are productive and fully engaged.

Obviously, the next wave of technologies like AI, Conversations, AR/VR, IoT are going to completely revolutionize the engagement journey once again. Enterprises that focus on a unified stakeholder engagement strategy (Internal and External vs External and Internal) would reap better returns on their investments and see happier employees focused on the market and customers, and make them their ultimate promoter and brand champions.

Let the unified Digital transformation journey begin…

The post Are Your Employees Ready for Your Digital Transformation Journey? appeared first on Wolken Software.

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Customer experience (CX)-the set of interactions between a customer and an organization throughout their business relationship– is no more an afterthought. It is now an increasingly strategic function within the business and forms the crux of effective digital transformation and customer experience initiatives.

End-to-end customer experiences
Companies that pay attention to the complete, end-to-end customer experiences have more satisfied customers. They look beyond individual interactions across touch-points such as billing, on-boarding, or servicing. Companies such as Google and Amazon have raised the bar for immediacy, personalization, and convenience in providing seamless experiences for their customers. A study by McKinsey & Company reveals that maximizing customer satisfaction within customer journeys can increase satisfaction by up to 20% and lift revenue by up to 15% while lowering the cost of serving customers by as much as 20%.

Customer Experience – the key in 2018
In 2018, companies that invest in transforming their customer experiences will gain a significant competitive edge. Therefore, businesses need to make customer experience an integral part of their business strategy in tune with a Walker Research prediction that customer experience will overtake price and product as the key brand differentiator by the year 2020. It is expected that more than 50% of organizations will implement significant business model changes in their efforts to improve customer experience.

Customer Touch Points and Omnichannel strategy
Customers now regularly use more than six touch points on an average with the most popular ones being phone, email, Live Chat, online knowledge base and “click-to-call” support automation. Given this diversity, building an Omnichannel strategy offers numerous benefits for both the business and the customer – such as better prospect acquisition, increased channel efficiency, improved customer retention rates, sustainable sales culture, enhanced productivity and revenue generation.

Personalization
Businesses are increasingly leveraging new technologies such as location-based communications, machine learning, predictive customer service, big data and machine learning etc. to deliver personalized customer experiences. With these businesses can gain granular, automated, real time personalization without the huge, additional resource costs.

Automated Self Service
The new generation prefers self-service and intelligent chatbots for their initial interactions with businesses. Self-service technology has been proven to enhance customer retention rates and reduce upto 90% of customer support costs and should therefore be a top priority for businesses. Surveys have estimated that 45% of companies offering web or mobile self-service reported an increase in site traffic and reduced phone inquiries.

Conversational commerce
It is expected that conversational commerce would have a major role in the future and a study by PriceWaterhouseCoopers terms it a business advantage. Conversational commerce is a mix of shopping and messaging, where the act of purchasing is performed through online and mobile conversations. It serves as an additional channel to generate revenue and the business can analyze and dissect the relevant data.

AI and IoT
In 2018 we can expect AI-driven interactions to go beyond being a mere feature and become specialized products in themselves while Internet of Things will raise the customer expectations and satisfaction to higher levels through the connected ecosystem of devices.

We can expect successful businesses to leverage intelligent automation, personalization, artificial intelligence, IoT and machine learning to build data-driven customer centric business strategies, to generate value.

Wolken Software brings to you its new eBook guide to improving customer experience in 2018.The eBook looks at the top trends to watch out for when it comes to how customer experience and demands is expected to change and the how technology is going to play a critical part in its achievement.

The eBook has the following salient sections:

  1. Consistent customer experience is key
  2. Business models need to change to drive better customer experience
  3. Omnichannel customer support want be a differentiator but a standard
  4. Personalization of the support experience is going to be paramount for customer delight
  5. Self-service, AI and Automation is going to drive the change and ensure success

Read on and discover how your support machinery can cater to the new customer experience demands

Let the unified Digital transformation journey begin…

The post Customer Experience Trends to Watch Out For in 2018 appeared first on Wolken Software.

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