Today’s customers expect to be served across all channels. Most of them are using their smartphones and tablets for everything including communication, accessing emails, buying and selling and even banking. It has been estimated that by the year 2016, majority of UK population and about 80% of the US population will be connected through their smartphones. Half of the world will be able to access tablets. Social media use has been escalating in all its glory. Mobile penetration stands at 89% in developing countries and 128% in developed ones. Mobile communication has almost become subconscious. This reality has started affecting the banking industry too. Continue reading “How is the Omni-channel Reality affecting the Banking Industry?”
The basic purpose of an IVR sotware is to assist customers in finding answers and resolving routine queries. Once the customer zeroes out, the purpose is defeated. But it gets worse, when the customer abandons the IVR system without receiving any relevant service. With today’s trend of dominating IVR solutions threatening to alienate the very customers it was designed to support, the need for a revelation of the best practices of IVR software design is awaited. Continue reading “8 IVR Software Optimization Techniques of Fortune 500 Companies”
IVR (Interactive Voice Response) has transformed the way businesses handle customer calls. It has a huge role to play when it comes to customer care,managing incoming calls, and routing calls to the right customer support representatives.
About 48% of the companies that have adopted the contact center technology believe that unpredictable customer traffic is one of the top most challenges they have to face. While it may be high on some days, it could be incredibly low the other days. The customer traffic can even differ according to the days of the week and also the timings of the day. Although it is difficult to predict this customer traffic, contact centers should be able to organize their resources in order to attend all the calls in a satisfactory manner, without any delays. Continue reading “Unpredictable Customer Traffic-Top Most Challenge of a Contact Center”
Collecting debts or fees for services has always been arduous and painful for businesses. First of all, it is difficult to get hold of a live contact to deliver the message and if you are lucky enough to get one, you need to deal with their tantrums as they are either not willing to talk about this or make excuses to pay late. But, debt collectors have to keep their patience and provide the best value to their customers while still taking care of the collection processes.
Did you know that 89% of consumers who experience poor service with your brand will knock on your competitor’s door? This is what research conducted by Forrester revealed. Another study by McKinsey showed that 70% of buying experiences are based on how the customer feels they are being treated. So, the success of your business is in the hands of your customer service team.
Did you know that two-thirds of your customers have hung up during service calls before their particular issues could be addressed? And a whopping 71% were extremely annoyed at not being able to reach out to a real person on the phone, while 56% were infuriated because they had to go through multiple phone loops to get the right information. Do these figures ring a bell? If you want to be in business, you need to evolve your process and re-architect your internal and external systems. The company that offers a positive customer experience will survive, while the rest will fade into oblivion. Continue reading “Re-Architecting Your Contact Center”
Building a Smart and Intelligent IVR is a complex procedure and requires great deal of understanding of the human psychology, business processes/domain, and customer life cycle. If you do this effectively, only then you will be able to anticipate a caller’s need and deliver a differentiated experience to the customers. The call flow design of an IVR has to be structured in a way to attain the desired outcome of providing excellent customer experience.
Ever wondered what is more cost efficient: customer acquisition or retention? And where should you focus your marketing budget? If the studies by The Harvard Business Review are to be believed, on an average, businesses lose 50% of their customers every five years and the impact of this is much higher than you might imagine. Continue reading “Customer Engagement Solutions to Win Back Lost Customers”
Did you know that despite the rapid growth of online customer service tools, 79% of consumers would prefer to contact a customer service center over the telephone? Plus, reaching out to courteous and well-informed representatives and getting your issues resolved on the first call can enhance your business performance manifold, while adding to its credibility. A dedicated contact center is the need of the hour for any SME looking to create a differential advantage for itself. Continue reading “Role of Contact Centers in the Growth of SMEs”
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