Posts Tagged ‘smart service agents’
Customer Satisfaction Depends on 5 Pillars of Customer Service
Wednesday, October 21st, 2009
5 pillars of customer service
Service delivery can determine customer loyalty and profitable growth. The status quo is not good enough and it is not sustainable. It is essential for all businesses to constantly look at the next evolution of their customer service. Five areas are especially important for moving to the next level of customer service in any company:
1. Integrated virtual call centers
2. Integrated service networks
3. Proactive aftersales service
4. Customer touch-point management
By looking at previous blog posts on each of these (click on each one to go to the blog post), comment on which one is your “next big thing” to work on and why.
Customer Service Software: Creating Smart Service Agents
Wednesday, September 23rd, 2009Frequently customer service agents dealing with complex products or processes do not have the ability to access relevant information in real time. New software solutions, known as “smart service agents,” help address these issues by building on contextual and real-time knowledge bases. They guide agents through similar processes to help them solve current problems.
What is a Smart Service Agent?
Complex products like those in industrial machinery or high tech may have problems that span various systems or parts. A single knowledgeable individual my not be able to troubleshoot the complexity or variety of problems. The “smart service agent” software would provide the field service agent or help desk agent with recommendations at key transition points to help speed up and sort out the problem resolution.
Service-intensive industries like banking, communications, and utilities can use “smart service agent” software to learn from their customers. For example, if a customer calls to inquire about a specific service and the agent cannot answer his questions or does not answer them to the potential customer’s satisfaction, the “smart service agent” will offer modified answers the next time he searches for answers to those questions. On the other hand, if he is able to make the sale, he will input that into the software to be used as a method the next time.
What is the driving force behind creation of a Smart Service Agent?
Traditional methods of selling are not working in today’s environment. Often, people go to the Internet to find their own solutions. When this happens, they expect to find answers to their questions immediately. The Internet, through social media, has become a driving force to push companies to refine the way they work with customers and potential customers. And the social media drive companies to provide customers with a highly satisfying interaction.
What are the advantages of a Smart Service Agent?
The advantages of a smart service agent begin with the obvious – turning potential customers into customers, up-selling and cross-selling to customers, and improving customer satisfaction. They also include less downtime when solving issues and less frustration for customer service reps. The end result is satisfied and loyal customers who come back and send their friends and aquaintances to your business on a regular basis.