Deepening brand loyalty and trust through insights-led conversations
At a time when frustration and fear run high and patience runs thin, customer support services carry the weight of a number of seemingly conflicting priorities. Customer support services can offer the first degree of support in challenging circumstances, lending confidence and deepening trust through the continued delivery of services.
Contact centers may be under tremendous pressure to ensure the same degree of service level commitment and response speed as request volumes surge, causing disruptions in service, aggravated by contact center employees relying on remote infrastructure, limited connectivity and collaboration avenues to respond to an ever-changing reality. Field service agents often serve as an extension of this experience, responsible for delivering assistance remotely or with limited access to the enterprise environment. Purpose-built solutions that enable rapid remote support, accelerate response time or offer a more contextualized response can offer customers the much-needed answers and intelligent automation can relieve employees of repetitive queries, freeing up time for more personalized and relevant interactions. Using customer insights from internal and external data sources, including those residing across the business ecosystem, to inform interactions will differentiate exceptional service from mediocre response. Customer support services that combine emotion, cognitive insights and automation-led accelerated response will empower companies to build on their customer retention and loyalty strategies.