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E-commerce Strategies to Prepare for the Holiday Rush

There is just something about the holiday season that inherently makes us happy. Be it the Halloween costume shopping, celebrating Eid, or getting ready to welcome our good old friend Santa while setting the table for the Thanksgiving dinner. It’s a happy and cheerful vibe all around.

While the celebration is in the air, this is one of the busiest times for many businesses especially the e-commerce sector. The online orders increase and so does the need for customer support. The first-time buyers, your regular customers, vendors, and all stakeholders need to have a seamless experience.

Buyer Behaviour is Changing… Recent Trends in the E-commerce Sector

The year 2020 has been a rollercoaster would not be an understatement. There were and still are so many uncertainties. However, among all this, there is still a ray of hope – the festivities. The pandemic sure changed a lot of things and the e-commerce industry is no exception. Some of the common trends that have emerged or are expected to affect online shopping or e-retailers are:

  • Travel restrictions leading to online gifting
  • More online shopping due to seasonal sales and discounts
  • Limited physical store visits to redirect customer traffic to e-commerce websites
  • More online shopping means more customer queries and requests

With the knowledge of emerging trends, hopefully, the contact centers will be in a better position to manage the holiday rush.

Strategies to Drive the Best Customer Experience

Knowing about the e-commerce trends is only the beginning, it is important to convert the learnings into actionable insights. Let us look at some of the ways to boost the E-commerce customer service experience.

Utilizing the Right Customer Engagement Channels

It’s no secret that your customers prefer some communication channels over others. However, with omnichannel integration, you can ensure that irrespective of the channel through which the customer reaches you, their issue resolved. With social media owning our lives, we are seeing people choosing digital channels over the more traditional channels like phone or email. Customers would rather engage over WhatsApp or have a chat than bear long wait time on a call.  Business heads and managers need to study the engagement pattern and identify the most effective communication channels and then create a customer engagement strategy that yields the best results. 

Setting Customer Expectations

With the pandemic affecting the shopping schedule along with the travel restrictions, many are pre-ordering stuff to be delivered on time. However, contact center executives are as it is swamped and juggling multiple tasks. So, informing your customers about possible delays in response time due to high demand is a responsible thing to do.

Setting pre-recorded IVR prompts or provisioning scheduling callback at a convenient time can not only help the agents be more productive but also keep the customers informed. While doing all of this, publishing your return, exchange or refund related policy on the website can also help to reduce mundane requests. Keeping your customers informed about your business timings, expected wait time or any change in the order status are some of the ways to effectively reduce the shopper’s anxiety.

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Make the Best of AI-enabled Bots

It is important to categorize customer queries to identify which of them can be automated. For instance, a simple where is my order kind of a question can be answered by a chatbot and does not need an agent to resolve it. However, the payment-related issues might require an agent’s assistance. So, knowing what is critical and requires human intervention significantly reduces the agents’ workload.

The good news is that now we have artificially intelligent bots – chatbot and voicebots to make the customer support executives’ lives much much easier. Imagine you searching for a branded handbag on Google. While getting the search results you get an option to “message” the brand directly, without even visiting their website and get details of the product there and then – thus, converting the customer even before they visit the website using Google’s business messaging. Here you can integrate a chatbot to handle routine queries while having the option to seamlessly transfer the conversation to a live agent when required.

Gearing Up for the Holiday Rush During the Pandemic

We are living in uncertain times. COVID-19 sure has bummed all of us. However, it has also opened new possibilities. For instance, with contactless interactions became the new norm, we saw video chat emerging as a popular channel to resolve customer support requests. People who used to visit the brick and mortar store to browse clothes and other things and return or exchange in person are now doing it over a video call using video contact center technology – all the while adhering to social distancing norms. The year might have been a tough one but let’s end it with a bang and on a positive note. Enjoy the festivities and gear up for the New Year, with new possibilities. Happy Holidays!

Deliver Happiness on a Plate: Ways to Ace Holiday Season Food Delivery Experience

It’s that time of the year again – time for good food and celebrating with your friends and family. The spooky season is officially over and it’s time to be Thankful and welcome Santa and his elves. However, this year, things are interesting, to say the least with the whole Coronavirus situation. But keeping that aside, it’s time for online food delivery companies to gear up for increased business and customer query volume.

Unless you possess Santa’s elves and sleigh it’s better to prepare your call center for the holiday season rush. Be it high order volume, managing restaurants, or ensuring timely delivery of food – it all comes down to exceptional customer service experience. 

Serving Yummylicious Customer Experience in the Pandemic Era

Since COVID-19, restaurant owners have seen a steady increase in online food ordering and delivery. People who earlier used to visit the restaurant were now opting for home delivery. This steady yet dramatic increase during and post lockdowns gave rise to some new and interesting holiday food delivery trends such as:

  • Preference to eat at home over restaurants
  • Revenge buying after limited to no outside food
  • Increase in orders of sweets and chocolate delivery

With so many food deliveries and orders, food aggregators and restaurants see an increase in customer queries. Customers are curious about their food order, they want to know when their gift boxes will be delivered or some even have complaints about the quality of food/item delivered.

Remote Call Center – Your Delivery Partner this Holiday Season

Are you feeling the holiday rush? Is a high influx of customer queries overwhelming your customer care reps? Is COVID-19 dampening your holiday food delivery experience? Well, you need a remote call center solution to manage the holiday traffic. But how exactly can you make the most of the remote call center software? Let’s discuss it!

Drive Omnichannel Communication

Even though most food aggregators have mobile apps for customers to place orders, it is important to integrate these applications with customer support options like – click to call, in-app chat, send an email, or WhatsApp the brand to resolve the issue. Additionally, live chat has emerged as a winner when it comes to immediate gratification. Customers can chat with your bots or live agents to get answers to their questions quickly and effectively.

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Apart from managing omnichannel customer support, using various platforms to engage with your target audience can also be an effective marketing strategy. For instance, Zomato’s new campaign, #ZomatoLoot is an awesome example of handling negative reviews and turning them around into something positive.

Offer Customer Self-Service Options

Simplify your customer journey and more importantly your customer experience. Not making your customer wait is a great place to start. But how can you manage that? Self-service options are a great way to do that –  and there are multiple ways to achieve that.

  • Using Chatbot: Let the artificially intelligent bots to automate common queries
  • Publishing FAQs: Publish the most frequent queries or issues that the customer face and help them get answers there and then rather than wait for an agent 
  • Self-service IVR: Design your IVRs with personalized prompts and advanced routing to ensure FCR

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One of the best use cases of using bots to self-serve has been depicted in the above image where Swiggy is using the chatbot to automate their food order cancellation process. Thus, effectively reducing the whole process from several minutes to mere seconds.

Integrate your Systems for a Holistic Customer Experience

As an online food aggregator, one has to manage multiple stakeholders – customers, delivery people, restaurants, etc. It’s imperative that all these processes are in sync to deliver a delightful customer service experience. With a remote contact center software, you can easily integrate your systems – order management, vendor management, CRM, or other third party systems to allow the customer service reps to have personalized and contextual conversations.

Having a single view of the customer enables the agents to check previous orders or any open ticket and provide a satisfactory response to the customer while being productive and effective.

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Collect Customer Feedback

One of the best ways to prepare for the holiday season in call center is to study the historical data and past customer behavior and you can only do that if you have that information. Thus, collecting customer feedback is not only beneficial for forecasting but more importantly, it offers great insight into gaps that you, as a business can improve upon. Asking the customers to rate the delivery experience, food quality, and even their customer support experience will be a great help in the long run.

One of the most effective ways to collect this feedback is via star rating in the mobile app itself. Some outlets also send a feedback link on SMS or email also. However, the easier you make it for the customer to give their feedback the better it is.

Will the Indian Financial Sector Be More Tech-driven Post The Pandemic?

COVID-19 has changed the way brands & consumers interact, and the BFSI sector is not an exception. And as with other verticals, digital started becoming the preferred channel of interactions. One of the leading public sector banks viz SBI changed its work-from-home policy to work-from-anywhere in response to Covid-19.

Also, the efforts to encourage contactless digital payments over cash as a hygiene measure have led to increased digital payments. While digital payments and transactions recorded remarkable growth, there was also a rise in digital payment frauds.

While there is no going back on digital transformation, here are some of the tech-driven ways the BFSI sector can use to acquire and service customers while addressing the trust issues.

PCI-DSS Certification to Win Customers Trust

Payment Card Industry Data Security Standard (PCI DSS) was created to increase cardholder data controls to reduce credit card fraud. It covers technical and operational practices for system components included in or connected to environments with cardholder data.
Being PCI DSS compliant bring hosts of benefits as follows:

  • Win customers’ trust by assuring them of secured transactions.
  • Avoid data breaches and the associated costs and penalties.
  • Increased protection of customer’s data

Ameyo is PCI DSS compliant with certified public cloud environments across India,  APAC, Africa & ME.

Video KYC for Remote Onboarding

Know-Your-Customer (or KYC) is a necessary part of onboarding a new customer for financial institutions. Video KYC follows a Video-based Customer Identification Process (V-CIP) approved by RBI to authenticate the customer’s verification documents. So, the process remains secure, paperless, and saves the customer’s travel to the branch. Many leading banks like HDFC BankKotak Bank have launched Video KYC to onboard customers remotely. 

With Video-based KYC, BFSI companies can reduce the operational costs by 90% and the time required to do KYC from 5-7 days in less than 3 minutes.

One example is The Muthoot Group, the largest gold loan provider across the country, which has launched its Loan@Home service that provides gold loans from the comfort of their homes without having the customer visit the branch and maintain a contactless experience.

With Video KYC, Muthoot has reduced the loan executive’s time at the customer’s place by 75%, making it easy for the loan executives to verify the customer’s identity even before they visit the customer.

The old-school offline process of document collection and verification poses a threat of misuse of customer’s data. Video KYC, in adherence to the RBI guidelines, ensures that the BFSI sector addresses the security risk by providing safe and secure data storage. Video KYC provides the flexibility to allow the KYC officers or call center agents to provide virtual assistance to the customers using co-browsing and screensharing features. 

Video Personal Discussion for Loan Approval Process

Lenders have personal discussions with borrowers before sanctioning a loan to gauge their creditworthiness and ensure they make the right decision. But with physical distancing, real face to face meetings are not possible. 

Ameyo’s Video Personal Discussion enables you to achieve the same face to face meeting remotely in this new normal of physical distancing. It helps you with AI face match detection, document uploading, or transfer documents collected previously, e.g., during the KYC process.

Video Chat to Close More Sales

Many brands have closed sales successfully over video like Tanishq has brought in around Rs 100 crore sales through video calls in the last two months.

Video as a channel makes it possible to have 

  • Real-time face-to-face discussions enable you to pay the highest level of attention to the most critical customer interactions.
  • Read customers’ non-verbal cues and gestures.
  • Exchange information and address objections in real-time

Ameyo’s video chat solution also helps brands with recordings for analysis by an AI or human being for continuous improvement.

Video Contact Center

With Video Contact Center, you can provide personalized and expert service remotely. With a face to face discussion, you can gauge the customer’s anxiety and make them comfortable with a smiling face. 

In India, IndusInd Bank reports that video banking enabled it to solve 50% more cases in the first call, compared with voice services. 

Automated Humanized Collections Bot

RBI’s notice to end the moratorium on Aug 30 with an extension till 28 September 2020 has challenged the loan collection firms to find an alternative solution to speed up the collection process. The final decision on loan moratorium is still pending with Supreme Court adjourning the hearing till Nov 2

A significant number of calls in the collection process are routine queries that can be solved by a humanized debt collection bot that covers customer coverage. Without hiring additional agents for debt collection, the collection bot can maximize customer coverage while increasing collections calls with human-like conversations.

Additionally, the bots capability to personalize the conversation by knowing the context with available data in CRM helps increase the efficiency of Collection Calls. Queries that the bot is unable to understand are transferred to a human agent with an appropriate message, preserving the conversation’s context.

Addition of Newer Channels

One of the significant lessons of the shelter-in-place is digital transformation. The use of social media platforms has grown by 82%, which is an opportunity for FIs. In the post-pandemic world, most banks, insurance companies, and financial services will go online, making business easier for their customers.

As every customer is different, so is their preference for the communication channel. Now, channels like WhatsApp can be leveraged for customer service to send out payment reminders to the customers, notify them about the payment success, and send bank statements. 

Customers will be able to rely on digital banks to open their accounts with no in-person show required. Without the need to show up at the branch, the banks will get new customers to sign up faster.

Wouldn’t we all be happier if we didn’t have to wait in the queue to pay our debts, open a bank account, and apply for loans?

In a Nutshell

The GDP is struggling, and the financial sector is under pressure to meet customers’ demands. Anxiety among customers is another added challenge in the situation. If that seems bearable, think of the competition in the market. Digital transformation is no more one of the choices for financial institutions, but the only choice.

Technology has transformed the traditional banking system in the past, and in the post-pandemic world is set to see even a better and advanced version of it. The definition of normalcy will be changed forever, and fintech has the stage set. Just use the right click to make the most of the opportunity!

Are Remote Contact Centers the Future?

The 2020 pandemic has led us to anticipate the future of the contact center industry and if anything, it’s going to be remote. For what was a mere dream for contact center leaders before March 2020, has become an imposed reality turning the world of contact centers upside down. If I had to imagine the contact center industry a year ago, the typical image would have been a huge building where agents were sitting next to each other making calls and answering customer queries, while being glued to a headset and a desktop.

However, with the world getting accustomed to the new normal, the contact center industry has seen interesting trends while accommodating to new challenges and newer solutions.

With this thought, we did a survey to understand what leaders think about the future of remote contact centers and the results couldn’t have been more surprising. 

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Suresh Suryamurthy, CEO, iMarque Solutions, amongst many other contact center leaders, believes that Remote Contact Centers are here to stay and disrupt the major business operations.

The Critical Challenges of Remote Contact Centers

To what we call as much anticipated change, has its own set of challenges. In our survey across APAC, Middle East, Africa, and India, with contact center leaders, we have concluded that the following are the challenges that need to be addressed immediately.

IT Governance & Security

As every coin has two sides, remote contact centers are no exception. For any industry, securing their customer data is the prime concern and while the agents are working remotely, it can become a challenge for many businesses, especially financial institutions, to maintain data privacy, network security, and data security. 

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When the entire organization logs in through the same network, it is much easier to identify and manage the network security issues, but what would you do when the employees are working from different locations with the constant threat to your data security? This does not limit the data breach, it also leads to compromising on business reputation and customer trust.

How do businesses maintain the same level of data security and device sanity in a remote work environment? The agents, while working remotely, may report issues like poor internet connectivity, unsupportive device, or low network connectivity. What do you trust, the network, the device, or the agent?

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Onboarding & Collaboration

In a physical work environment, the contact center agents learned through tribal knowledge. Now, I think the bigger challenge is to collaborate and coordinate with the agents and the supervisors. 

While the organizations can now hire a diverse workforce, the virtual onboarding and training will continue to pose a challenge. More so, in a contact center industry where agents need on-call assistance from their managers and supervisors. Staying connected with agents and building a team culture is difficult when you have to seek the mutual availability of peers and managers.

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Business Operations

In a contact center environment, the business performance depends on various metrics like average handling time, CSAT rate, SLAs, number of calls handled, conversion rate, etc. But, when the agents are working remotely, it can pose a challenge for the supervisor to keep track of each agent’s performance including break duration, agents’ availability, and hence agents’ productivity.

While the agents work from different devices and locations, it can become a challenge for the supervisors to monitor their performance in real-time and provide insights when required.

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Now that we have discussed the challenges of remote contact center software, you should know how to overcome these challenges and make the most of this opportunity.

The Future of Remote Contact Centers

I would start by stating the obvious, remote contact centers are here to stay and are here to disrupt the business operations largely. But, what are the additional benefits of choosing a remote contact center for your business?

While there are many, I will talk about how you can increase your business productivity and ROI effortlessly.

Reduced Cost Pressure

Contact centers are perceived as cost centers but with a remote contact center software, you can turn your cost center into a profit center. 

Contact centers invest huge money into building the physical office space, estimating to 20-30% of the cost of the contact centers. More often than not, this function runs on razor-thin margins, especially in BPO companies. 

Let’s imagine this cost goes away with contact center agents working remotely. The additional saving of 30% cost on setting up infrastructural facilities in the physical office environment can be invested in alternate channels, tools, and equipment for the remote workforce. This would have long term benefits of getting the best talent from across the geographies while keeping the costs under check.

Hiring a Diverse Workforce

With remote contact centers becoming the reality of the decades to come, hiring a diverse workforce and allowing the employees to navigate through the best opportunities without worrying about the location will also be a part of the new normal.

  • Businesses working in different locations can choose from a wide range of talent pool to provide a native experience to the customers
  • Working remotely also lifts up the age barrier, people that are approaching a retiring age are also looking for opportunities that give them a sense of purpose and income
  • Parents staying at home will also get opportunities to take care of their families and work remotely

Increased Agent Productivity

An increase in agents’ productivity will contribute to business productivity directly. When given the flexibility to work from anywhere, using any browser, and device, agents feel at ease and reports to be more productive.

In a survey that we conducted with call center agents across multiple geographies, we found that agents were happily willing to work for extended durations if they were not asked to travel and reach back home in time. And in the extra time, the agents have started to pick up on different hobbies like cooking, reading, and gardening, which keeps them motivated to deliver the best results. 

Interestingly, a study by SHRM indicates the same that “of those who work remotely at least a few times per month, 77% reported greater productivity while working offsite.”

Staying Ahead of the Curve

Today, there’s an opportunity to pick the battles right and gauge into a huge opportunity of transforming the contact centers into profit centers with the right solution. 

“People who can crack this soon will be ahead of the game in the market,” Sachin Bhatia shares his thoughts on the future of remote contact centers and the need to transform contact centers for the contactless world.

Ready to transform your contact center? Find the right remote contact center solution today.  

Is Google’s Business Messages Better Than Website Chat?

With the world being hit by COVID-19, businesses are changing the way they advertise about their brands and win new customers. Digital channels have dominated before the pandemic as well, but it has turned out to be a goldmine for some companies.

While businesses are leveraging digital platforms as channels of communication, the consumers are also attracted to the new way of interacting with their favorite brands. Today, more and more customers rely on Google Search and Maps to find a brand. One of the common user journeys hints that after reaching the website, the users initiate the webchat with the brand.

Now that Google has introduced its Business Messages service that allows customers to quickly message the brands right from Google Search and Maps to connect with a live agent. It shortens the customer journey and creates an opportunity for faster conversion. It somehow raises the question of webchat’s potential.

All in the name of happier customers, the brands get to leverage both platforms (Google’s Business Messages and webchat) because of:

  1. Humans and bots working together
  2. Creating an omnichannel customer experience
  3. Providing an instant response to the customers

Though the Live Chat or WebChat works similarly as that of Google’s Business Messages, there are a few observable differences that bifurcate the two.

How can GBM become a game-changer in 2020?

In striving to make the customer experience better, Google processes more than 5 billion searches each day, and most of the traffic is attributed to mobile users. As the customers are getting comfortable messaging the brands with a single click, brands must look for solutions to meet this user behavior. 

Moreover, Google’s Business Messages come to rescue as both – brands and consumers – connect faster and share the right information through quickly.

To provide end-to-end customer engagement and create a rich experience for the customers throughout their lifecycle, starting from engagement to acquisition and providing end support, Google’s Business Messages is becoming the choice of both brands and consumers alike.

It is advantageous for you because of: 

a) Faster Conversions from Search & Maps:

GBM is a real-time messaging platform that provides a faster and more pleasing customer experience. Consumers require quick, contextual, and hyper-personalized responses in real-time, and brands can build a strong relationship with the customers by leveraging Google Search and Maps to yield better results.

It’s a win-win situation when it comes to messaging channels because it allows the customers to interact or engage with the brand even before visiting the website, thus increasing brand loyalty.

b) Rich Media Support and Richer Experience:

It goes without saying that today’s consumers prefer to be provided with the information seamlessly whenever they want. Supported with rich media solutions, Google’s Business Messages enable you to share elements, like product recommendations in carousels, flight tickets, invoices, brochures, or user manuals. Ensuring that customers are given the required information without delay, get you an improved customer satisfaction score.

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c) Seamless Bot to Agent Transfer:

In the decade that follows, the future is dependent on bots and agents working in harmony. While the bot can resolve the first-level or simple queries without human intervention, the agents can focus on more complex queries that need immediate attention.

This, in turn, gives the agents a relaxation from handling repetitive queries, utilizing their time productively.

d) Increased Team Productivity and Efficiency:

Let the truth be told, agents’ average handling time increases when the customers do not respond immediately. With Google’s’ Business Messages, the agents can switch from one conversation to another effortlessly. Agents can wait for Customer A to respond and in the meantime, they can start a conversation with Customer B. Even if the customer responds in days, the agents can pick up from where they left off, while assisting other customers without any drop in their performance.

e) Track Historic Conversations:

Agents get a holistic view of the customer’s previous interactions to preserve the context. This relieves the agents from asking repetitive questions and also increases the first contact resolution rate. Agents can easily track customer behavior from previous interactions, such as the product type that they are interested in, and can send them relevant suggestions to gain customer’s attention. 

Webchat

Webchat platforms work in similar ways as Google’s Business Messages, but webchat has its own advantages and limitations.

While the user is on the webpage, they can easily engage with a bot or agent from within the website without having to switch to any other channel, thus increasing the conversion rate. Unlike Google’s Business Messages, webchat can initiate a custom message for the user when they are on your website.

Webchat: Advantages and Disadvantages

Webchat is Active Media:

The customers expect a spontaneous response after sending their query and in webchat, the bot can respond immediately to address them. The query can be seamlessly transferred from bot to agent without any escalation thus providing the experience that the customers will enjoy.

The response time can have a major impact on customer satisfaction. With webchat, integrated with bot, you can leverage the opportunity to respond to the customer at earliest without requesting them to wait.

A report by Statista states that the average customer satisfaction rating for live chat globally is 83.1

Webchat for all Devices:

While browsing through a website on desktop or mobile, users seek instant information from the brands. Webchat becomes the go-to option for the users when the brands give them the option to communicate instantly on their preferred device, without having to switch to any other channel or tab. The number one focus for the brands should be making the customer’s life easy.

Collecting Customer Information:

Webchat helps the brands extract customer information effortlessly which can further be used for nurturing the leads and converting them into customers. Having the lead information also helps the contact center agents to preserve the conversation context for future actions which helps them have qualified interactions. 

High Conversation Abandonment Rate:

The customers abandon the brands that do not provide a response according to their preference and convenience. While Google’s Business Messages shortens the customer journey by helping the user reach the brand from within the search results, webchat requires the user’s presence on the website to engage with the brand.

While Google can handle multiple brand chants in a single platform at the customer’s end, webchat needs the users to return to the website again to restart the chat. In the purchase process, the customers need quick information and they do not like to be glued to a browser window to make a buying decision.

If the customer comes back to engage with the brand in 10 minutes, they receive a prompt that says “this session has ended” and to seek a resolution, the customer has to start all over again with another agent.

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Why do you need both Google’s Business Messaging and Webchat?

Owing to exceptional customer experience, the future of the brands revolve around building an omnichannel experience that helps the customers navigate through different channels seamlessly. While Google’s Business Messages allows the user to find information using Google Search & Maps on mobile devices, the inclusion of a webchat platform gives an edge to provide an end-to-end customer experience.

Private messaging is here to change the game of acquiring new customers, retaining existing customers, and providing support. Let’s be real, according to a report by Google, around 50% of users use mobile devices to locate a store whereas only 38% of people use desktops/laptops to find the same information. Customers are already using Google Search & Maps, it’s your brand that needs a presence there.

Hear from our solution experts on How Google’s Business Messages work.

 
 

PFRDA allows intermediaries for Video KYC

After IRDAI gave the nod to insurers for Video KYC, now PFRDA has allowed the intermediaries for Video KYC. In addition to paperless and presence-less KYC in the insurance sector, now PFRDA permits video-based authentication methods to onboard new customers, making it easy to open an NPS account, withdrawals, or processing any other service. To combat the challenge of compulsory presence for both the subscribers and officers, Regulator PFRDA has issued a circular on 6 October 2020, and has permitted intermediaries registered with them to conduct a Video-based Customer Identification Process (VCIP) for on-boarding, exit, or any other request related to NPS.

Why the need for V-KYC?

To follow the social distancing norms and address the NPS subscribers’ grievances, it is only imperative that we adopt digital/online channels, like Video-KYC, to process exit requests, withdrawals, account opening, etc. from the comfort of one’s home.

Using the Video-based Customer Identification Process (V-CIP), PFRDA allows:

  1. The NPS subscribers to adhere to social distancing norms and avail the services of account opening, exiting, etc. without being physically present at the Points of Presence (POPs) for in-person verification.
  2. Significant reduction of turn around time for account opening, execution of exit, and processing other service requests.
  3. To widen NPS and gauge reach in remote areas with a paperless, presence less, and convenient onboarding process.
  4. To reduce the cost of operations such as travel cost, documentation cost, and field visit costs, making it a cost-effective process.

Why do you need Ameyo’s Video KYC Solution?

Reduce Customer Onboarding Drop-offs by 20%

With Video base KYC process, you can onboard your customers in less than 3 minutes with internet bandwidth as low as 60KBPS, thus ensuring that not customers are dropped off because of internet connectivity.

Additionally, if a customer gets dropped off, the KYC official can immediately send a link to rejoin, increasing the KYC completion rate.

Accuracy of Video KYC Completion

The video KYC process backed by AI-based face recognition technology reduces fraudulence chances and becomes a reliable source for NPS subscribers’ verification. The RE officials can do a liveliness check by asking for random gestures to ensure that the session is not pre-recorded. This helps the NPS officials to establish the subscriber’s identity beyond doubt.

100% Adherence to Compliance & Security

Video KYC RBI guidelines require the data to be stored in a safe and secure manner bearing the date and stamp. The REs are subject to bearing customer identification onus, being 100% compliant with video KYC RBI guidelines.

Additionally, the data can be masked to further data security, which helps build brand loyalty.

Data-Driven Dashboards to Track & Monitor

Video KYC data can be monitored to track the RE official and the auditor’s productivity and monitor the accuracy of Video KYC completion. A comprehensive KYC Officer Dashboard gives a quick overview of the KYC completion rate. The number of NPS accounts opened, the average time is taken for each KYC, breaks duration, etc. to determine the KYC official’s productivity.

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Customer Video Calls: Go Beyond the Skype Vs. Zoom War

We saw many businesses switching to a remote working setup during the COVID-19 pandemic while governments have been supportive in enabling remote work. Some of these businesses might never have imagined working from home due to multiple reasons, like infrastructure limitations, nature of the business, security concerns, and the list can still go long. However, sitting today we can say that many of them adapted well to these changes. An obvious factor in the success of this transition is the use of technology.

We saw employees relying on video conferencing apps to have their standup meetings as an alternative to traditional usual face-to-face interactions. Video conferencing tools, such as Zoom, Skype, Google meet, etc. made things somewhat easier, but do they address every challenge when it comes to building a relationship with customers?

Challenges with Basic Video Calling Software: Contact Center Perspective

While most businesses have found themselves in arguments over which is better among Zoom, Google Meet, and Skype, there has been negligence towards unscheduled walk-in meetings by customers. These tools enabled employees to connect with each other virtually, but they have their own limitations – especially when the customer wants to initiate a call. Some of the challenges of using these basic video meeting solutions are:

  • Lack of integration with your CRM for a unified view
  • No agent monitoring or quality check available
  • No option to route the incoming video call to the most qualified agent
  • Lack of proper collaboration mechanism – no call transfer

This is where contact centers need to up their game and adopt channels beyond voice and texts. Looking at these challenges it is safe to say that contact centers need more than these basic video meeting/conferencing solutions – they need something more sophisticated and advanced that helps them up to their customer experience game, improve customer satisfaction and boost loyalty.

The Need for Video-Enabled Contact Center

Contact centers have to handle numerous customers in a day. The agents are busy throughout the day managing (inbound) customer support requests while also working towards increasing their sales conversions (in an outbound call center). This leaves little room for experimentation and those standardized responses can more often than not spoil the customer experience.

That’s where video-enabled contact centers come into the picture. Having video chat added as a communication channel to your existing omnichannel customer engagement strategy can be the best thing that you can do today. If this pandemic has taught us anything, it is to make the most of every situation. The same goes for this new technology. Customer-centric organizations that take resolving customer queries quickly and effectively without compromising on their experience have already adopted this technology.

The question remains – when can we leverage video chat the best for their business?

When Visual Assistance is Important

Video calling particularly comes in handy when dealing with situations when showing is better than telling. For instance, if the customer/caller is stuck on assembling a product, it would be much better to show them how the product is assembled rather than just telling them over a voice call or sending a product manual. Similarly, in the case of elderly care, video live assistance will be easier and more effective than written directives.

When Delivering High-end Customer Support

No business wants to mess around with their high-value customers. They want to make an extra effort to delight these HNI (High Net-worth Individual) customers. So, rather than making them wait in a queue or having to bounce around for answers, it is better to have their relationship manager get on a video call with them and resolve the issue faster. This is particularly useful in the banking industry where the relationship manager can view the customer’s financial portfolio using CRM and other digital banking systems to better understand the concern and provide an effective solution.

When Dealing with Sensitive Customer Information

We all have gotten photocopied of our address proof, or identity, or some other document for one verification or another. This is not just inconvenient but a security concern too. You might lose some important documents or someone gets hold of your personal information that can be disastrous. Now, imagine you can get these documents verified, authenticated, and approved virtually – while sitting at your home or workplace. Won’t that be more secure and convenient?

When Making Decisions about a Product or Service

Humans usually like to research, think, check out options before making the purchase – especially if it’s a big investment. Being able to show them the product, or even give a live demo increases the chances of purchase than an email or a website browse. Similarly, visual representation helps in a better understanding of the customer while allowing them to resolve any doubts there and then.

Benefits of Video Contact Center

Now that we have seen where all video chat can be useful for businesses, let us also look at some of the benefits of having a video-enabled contact center.

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Humanize your Customer Support

Video chat software for contact center allows you to bring the human touch to your customer interactions. When the customers/prospects can see your agents, it instills a sense of accountability. They can now put a face to the person rather than being a voice on the phone or just an email signature.

Reduce Operational Cost

By eliminating the need to physically go meet the prospects you can face face-to-face discussion over a video chat. At the same time, you get to save up on spending on toll-free numbers and can actually route your incoming video chats via your website or the mobile application. 

Decreased Complaints and Higher FCR

By converting your voice calls into video calls, you are not just improving your First Call Resolution (FCR) rate but also easing things for the customers. Reduced wait time, average call duration, and collaborating with visitors to share documents and co-completing forms further help to ensure first contact resolution.

Immediate Gratification and Feedback

When visitors or customers are happy with the service experience, they tend to give more positive feedback. This also provides the agents with an opportunity to get the feedback while on the call rather than after. This ensures more customers provide the feedback and since all of these video calls are recorded, the supervisors can always verify the score.

Video Sales Consultations

Armed with both verbal and non-verbal cues, the agents are in a much better position to boost their sales conversions. More so, when the customer has reached out themselves. This is an amazing opportunity to cross-sell or upsell – especially if you are dealing with complex products or services. At the same time, by allowing people to schedule the video call at their preferred date and time further adds to the whole experience. That shows you care about the customer rather than shoving your product down their throat.

Omnichannel Customer Experience

One of the most effective ways to ensure customer delight is by offering them convenience. If you make it easy for them to reach you on the channel of their choice, if you provide them timely updates about their request or proactively help them with support – your customers will love your brand. All of this is possible by having an omnichannel ticketing system that for eg., creates a ticket for every interaction, irrespective of the channel of communication. That combined with CTI integration allows the agents to access all the customer details and have contextual conversations.

Quality Monitoring and Analytics

Last, but not least is the ability to track the conversation quality and monitor agent performance. A video contact center software allows the supervisors to view video call recordings, monitor the stats on live dashboards, and even provides them with comprehensive reports to draw actionable insights. Having all these data points, empowers the managers to identify the gaps and plan an effective strategy to meet their goals and improve overall efficiency.

Skype and Zoom Might be Good… But there is Something Much Better

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There is no doubt that the Zooms and Skypes of the world have enabled organizations to handle virtual meetings during the pandemic. But then they are just that – video conferring tools. Which might be good for your routine sync ups or meetings. However, when we talk about ROI, generating revenue, and increasing sales – it requires something much better. It calls for a holistic and advanced video call center solution to drive exceptional customer service experience at every touchpoint.

Google’s Business Messages: A New Way to Convert Your Prospects Faster from Google Search and Maps

The COVID-19 consumer is forced to stay indoors to avoid getting impacted by the pandemic. In such a scenario, digital/online mediums are the go-to advertising channels for all businesses to connect and engage with this consumer.

As per SmartInsights, Search is still the most important channel driving 68% website traffic, of which organic search contributes to 40% while paid search contributes to 28%

Nearly 46% of all Google searches are seeking local information. The importance of local search will continue to grow with 4 in 5 consumers using search engines to find local information as per Think with Google. Moreover, 18% of local smartphone searches led to a purchase within a day, whereas only 7% of non-local searches led to a sale.

So, how do you convert this organic local traffic faster without increasing the call volume? This is where Google’s Business Messages comes into play.

First, let’s understand what Google’s Business Messages is and how it can help you see unprecedented growth in acquisition and faster conversions.

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What is Google’s Business Messages?

According to Google, “Google’s Business Messages is a mobile conversational channel that combines entry points on Google Maps, Search, and brand websites to create rich, asynchronous messaging experiences.” 

It adds a “Message” icon to Google Search & Maps on Android devices and allows consumers to initiate a quick conversation with brands using a bot and live agent.

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With Google’s Business Messages, you can respond to prospects’ queries in real-time using Human and Artificial intelligence – bot/automation and live agents to convert them to customers ultimately.

When you engage your prospects and customers in two-way relevant conversations and help them with required local information, they trust your business. This results in improved customer acquisition, high customer satisfaction (CSAT) rates, a measurable decrease in call volume, and of course, quick resolutions.

Which Businesses Should Opt for Google’s Business Messages?

Businesses across different industries can find Business Messages exceptionally beneficial for its rich features like carousels, suggested replies, and photos that enhance customer service and support. It lets you expand the conversation to drive loyalty, purchasing, scheduling, and upselling.

Few industries with examples of brands using Google’s Business Messages are as follows:

When you integrate Google’s Business Messages with a contact center software, you enable your customers to reach out to you directly from Google Search, which otherwise is a multi-touchpoint journey since they search for your business, find your website, fill up a form there and then keep waiting for an executive to return to them. This process might be frustrating at times when a customer would want to hear from you sooner.

Remember, as customers, we all are impatient and expect immediate responses from businesses, be it a purchasing or a support query. Companies that meet these expectations in a quick and meaningful way build strong relationships with their customers. And for this, businesses prefer to have a proactive chat channel to interact with their customers, resolve queries faster, and witness a remarkable improvement in conversions. Google’s Business Messages is highly recommended for such businesses.

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Benefits of Business Messages

Connect Directly with your Local Business Searchers

Local searches can turn into high conversions if responded with appropriate and insightful information. This is a unique opportunity that can lead your business to improve your overall experience for local prospects. 

Answer Queries in Minimum Time

You can serve more queries via messaging and even integrate a bot for common or usual questions to save your agents’ time; however, the bot can transfer the chat to a live agent for precise resolution in minimum time for complex queries. With Ameyo’s omnichannel customer engagement platform in place, you can implement intelligent routing algorithms.

Boost Customer Acquisitions

Since it is the most comfortable and most convenient way a prospect can get in touch with your business, you can resolve their queries while sending relevant attachments (images, gifs, videos) with its rich media support. This builds trust and reliability in your prospects and improves your customer acquisition.

Witness Faster Conversions

Business Messages enables you to answer business queries in real-time and build trust with your prospects by showing expected wait times, name, and a picture of the live agents, which allows your customers to know that it is a human-to-human interaction. This enhances your brand reputation and gets you higher and faster conversions.

Google’s Business Messages is built on a sheer understanding that customers expect a seamless, smooth, and convenient way to connect with your business, and that’s why it leverages you with exactly that and even more with these additional capabilities.

  • Customize your Welcome Messages
  • Receive Notifications
  • Update your Business Hours
  • Add Photos
  • Respond to Reviews
  • Add Agents’ Profile Name and Picture

The Business Advantage: Why Ameyo for Google’s Business Messages

One Platform for All Channels, Including Business Messages

It is essential to have a unified view of all queries coming through different interaction channels. This saves your agents’ time by avoiding any need for toggling between different screens or interfaces and adds to their productivity. Ameyo’s omnichannel customer engagement platform helps you optimize the customer experience across the entire conversion journey from Message to Bot to a Human Agent.

Solutioning Expertise

Ameyo has been recognized as a reliable name in the contact center space for over 17 years now. With advanced contact center technology, the intuitive platform empowers you with distinguished monitoring and supervising capabilities to keep a stringent track on your business operations. You can manage and monitor all your Business Messages queries through Ameyo’s robust contact center software.

Implement in Less Than 5 Minutes

Ameyo’s cloud offering for Google’s Business Messages empowers you to get started in less than 5 minutes. 

The Enterprise Security Shield

We understand our customers’ potential privacy issues; Ameyo is PCI DSS compliant with certified public cloud environments across India, Asia Pacific, Africa, and the Middle East regions. We are ISO 27001 as well as ISO 27018 certified to offer end-to-end security.  

‘Pay as You Go’ Option

Ameyo offers a ‘pay as you go’ payment model to reduce the CAPEX costs and scale in a cost-effective way as per your business requirements.

Trusted by Global Brands

2,000+ brands across 21 verticals have trusted Ameyo in 60+ countries, including marquee brands like HDFC ERGO General Insurance, Sridhar Insurance, Apollo Health and Lifestyle, Zolo, BYJU’S, D.Light, STC Channels, LR Data, SP Madrid, Toppr, Jubilant FoodWorks, Spice Money, Rebel Foods (Faasos), and VistaPrint

To conclude, Google’s Business Messages can prove out to be a valuable tool for a business. Direct messaging with the power of influencing local searches can get you an immensely improved customer acquisition, faster conversions, as well as a strong brand reputation with excellent customer experience. So overall, it offers you an excellent return on investment and is a truly recommended new engagement channel for businesses.

Why should you move from Legacy PBX to Modern Contact Center Software?

If your legacy PBX system is making it difficult for you to keep up, resulting in poor customer experience, it’s time that you upgrade to a modern contact center software. Now, you do not want to rely on an age-old system that is just because the installation is cheap. 

The world of contact centers has come a long way. Businesses are transitioning from legacy PBX with Phone systems to a modern contact center because of high inefficiency, lesser hardware and maintenance costs, and exceptional customer experience. If you are experiencing low agent productivity, heavy IT dependence, high turnaround time, broken customer experience, and inefficient or siloed interaction channels, then you need to upgrade your legacy PBX system to a modern contact center software.

So, before you think of sticking to a PBX system, here’s what you need to ask yourself and your team:

  1. Do you want your teams to be doing more in less time?
  2. Do you want to fast track your telesales and collections process?
  3. Are you a no-excuse customer experience provider?
  4. Do you want to convert more and sell more with automated software?

If yes, then read along as I walk you through the reasons why you should have moved to an Omnichannel Customer Engagement Platform and let go of your PBX, yesterday.

Provide an Omnichannel Customer Experience vs Voice only PBX

According to the Aberdeen Group, businesses that provide consistent customer service quality across multiple channels will retain 89% of their customers.

And while I am just stating the obvious here, providing omnichannel customer experience is the key to deliver an experience that the customers demand. Reaching to the customer service department of your brand should be effortless for the customers. 

If a customer is requesting immediate assistance, they will look through their most preferred/used channel. Instead of putting the customer on hold for long, you can simply provide the customer with a chat channel such as WhatsApp and Facebook Messenger to find a quick resolution to their problem.

How is it going to solve your problem? Your brand will then get to increase First Contact Resolution (FCR) and reduce the Average Handling Time (AHT). It is really not an option for you to provide a broken customer experience.

Reduce the Cost of Service with AI Readiness

You must be experiencing a surge of almost 30-40% in inbound call volume for the past six months. So, what’s your solution? Are your agents doing more in less time, or are they overloaded with calls each minute of the day?

Augmenting Artificial Intelligence (AI) and Natural Language Processing (NLP) in your communication stack can streamline your customer interactions. Integrating chatbot and voice bot can resolve 80% of first-level queries, even without human intervention. This will significantly save your agents’ critical time while bot solves most of the first-level queries.

And it is not limited to that. It gets better with infusing human intelligence, allowing the bots to transfer complex queries to an agent, providing an end-to-end solution to the customers. 

According to Forrester, 63% of customers are happy to be served by a chatbot if there is an option to escalate the conversation to a human.

With a chatbot or voice bot, you can serve more customers with fewer agents in less time, thus reducing the cost and delivering superior customer experience.

Automated Dialer Technology to Save Agents’ Time

Your current legacy system does not provide automated dialing flexibility, and the agents are, more often than not, stuck with manual dialing.

With a modern contact center software, you can increase your agents’ efficiency as the dialer takes care of mundane tasks. It increases your connect rates and conversion rates for outbound calls. An auto dialer filters the calls with answering machine detection (AMD) to connect the agents only when a human answers the call. This helps the agents focus on quality leads and skip the part where they have to wait for a busy tone, call not answered, or answered by machine to jump to the next call.

By automating the calling process, you can see a dramatic improvement in agents’ efficiency and fast track your telesales and collection process.

CRM Integrations to Preserve the Context of the Conversation

Take my word; customers do not like to repeat their problems to 10 different agents. If a customer’s call needs to be transferred from one department to another, it should be flawless. But, if your legacy system does not incorporate an integrated communication channel, the conversation’s context gets lost, leading to poor customer experience.

Now, with CRM integration, your agents can transfer the context of the conversation, ensuring that the customers do not have to repeat their problem. Additionally, the agents can gather the context from previous interactions and provide a disposition or outcome of the call for future references within the CRM.

This is achievable when you transcend from a legacy contact center to a modern approach.

How to Deliver Differentiated Customer Experience with Video Contact Center?

We live in a world where connecting with friends, family, colleagues, and brands have become more critical than ever. Now that the world has lost the privilege of physical meetings, the communication between brands and consumers is reduced to voice and digital channels. People today are shopping for clothes online, booking a consultation with doctors online, and even requesting for opening an account digitally. The physical interactions removed from the picture have invariably affected consumer behavior, and now consumers seek remote human interactions with the brands.

While existing communication channels like voice calls, chat, email, and bot can’t replace the physical meetings, a Video Customer Service Software is the closest to bridge the face to face meeting void. Video chat has been a part of our interactions then why not implement it for business to consumer communications?

Different business verticals like Edutech, Healthcare, BFSI, and BPOs are transitioning towards and adapting to the digital channels where Video Contact Center will play a leading role in customer engagement. 

Video-powered Contact Center will play an important role in digital sales, relationship management, and customer service. Few verticals that can be early adopters of Video chat are Edutech for discussions with parents about learning programs for their child’s future and BFSI vertical for personal discussions during a loan approval process or relationship management.

Prince Singh, VP, Product Management, Ameyo Tweet

Let’s, without wasting time, discuss how businesses around the globe are benefiting from Video CC.

Video Contact Center Solution for Education Sector

The education sector is going through a paradigm shift post the COVID-19 outbreak. The shelter-in-place teaching has become the new normal as most of the schools and EdTech companies operate digitally.

Tech has begun to virtually bridge the educational gap, providing daily academic experience to the students, and creating a classroom environment. With a Video Contact Center, the schools can onboard students, engage with parents, and replicate the physical classroom environment.

Video Takes Centre Stage in the Banking Sector

For an anxious customer who has lost a debit/credit card, a mere chat or call will not solve the problem; video collaboration will. 

Video supports highly critical or personal cases where the call center agents can build quality relationships with the customer, assuring them that their problem will be solved immediately. The agents can also share their screen or co-browse with the customers to assist with critical issues. Video communication, in itself, is a rewarding experience where customer satisfaction is significantly higher.

Banks enjoy higher FCR and NPS with video banking services.

Live Video Chat Platform for Healthcare

Connecting face to face from afar is the prime concern for most patients. A video call comes closest to the traditional patient-doctor interaction, helping the patients communicate with the doctors virtually from their homes’ comfort.

Now, this has manifold benefits for patients and doctors alike. Patients can seek support from their doctors from far apart, eliminating the need for traveling to meet the doctor physically. The patients can also share their reports using screen sharing; the doctors can closely monitor their health status and provide appropriate consultation.

With a Video Contact Center Software in place, the patients can easily schedule or initiate a video call, even with a low internet bandwidth of 150 kbps.

Video-Enabled Contact Center for BPO

With video chat, BPOs can go a step further by humanizing each customer interaction. Agents can engage with the customers on video chat to provide additional information and reduce the time to address their concerns. For instance, if a customer requests co-browsing with the agent to understand the features of a product, the agent can immediately share the screen and assist them. 

In the Long Run

The value of customer service goes beyond text messages and voice calls. We are headed in an era on omnichannel customer engagement, and giving your customers the option of video chat can resolve their problems faster. Businesses realize that the contact centers can be turned into profit centers by implementing the right technology and video contact center to reduce cost primarily with the manifold benefits of improved FCR & NPS and increased efficiency with voice call analysis.

So, are you looking to set up a video contact center for your business? Book your demo to hear from our experts on a live call today.