5 ways chatbot automation transforms CX

chatbot automation

Too often, your team answers calls about common queries with straightforward solutions that they might have already delivered several times that day. Such queries clog your call queue and mean that staff do not have as much time for customers with complex questions.

Chatbots alleviate these issues by simulating human conversation to handle repetitive queries. They leverage AI and ML to process the customer’s responses, deliver the information needed, or divert them to a human agent if required. Chatbot automation frees your staff to handle more complex tasks and reduces time spent on mundane calls that a robot could have handled instead.

In this blog, I’ll cover five ways chatbot automation transforms CX.

1. Improves response times

Chatbot automation can be a significant game-changer for businesses looking to enhance CX. Chatbots use advanced natural language processing (NLP) algorithms to understand customer queries and provide accurate and relevant responses. Customers can get their questions answered almost instantly without waiting on hold for a staff member.

A key advantage of chatbots is that they can handle multiple customer queries without compromising the quality of their responses. So, your business can handle a higher volume of customers without hiring additional staff. Another significant benefit of chatbot automation is that it reduces customer frustration and improves satisfaction. When customers can get their questions answered quickly, they are more likely to be satisfied with the service provided.

2. Provides round-the-clock support

Providing customer service outside regular business hours is a growing need in today’s market. As customers have become used to the online world where anything they need or want to know is available at any time, they now expect businesses to be available online 24/7. Chatbot automation is an effective solution to meet these expectations.

Chatbots can handle a wide variety of customer queries and provide assistance immediately, even after business hours. Such capabilities reduce the workload for contact centre staff, allowing them to focus on more complex queries when they come to work in the morning instead of responding to simple email requests piled up from the night before.

In addition, you can integrate chatbots with different communication channels, such as email, social media, and messaging apps. By offering support through multiple channels, your business ensures customers can reach you anytime and from any location.

3. Personalises customer interactions

Chatbots can greet customers by name, offer personalised product recommendations, and provide assistance based on their previous interactions with your business. A chatbot might leverage a customer’s previous interactions with your business, their purchase history, and other relevant information to respond to their query. The result: a more satisfying and personalised customer experience, improving customer loyalty and retention.

You can program chatbots to recognise and adapt to different customer personas. For example, a chatbot can recognise if a customer is a new or returning customer and adjust its responses accordingly. This can help build a stronger customer relationship by showing that the business values and understands customer needs.

Chatbots also leverage sentiment analysis to understand the tone and mood of a customer’s message and respond accordingly, leading to a more empathetic and understanding response and enhancing overall CX.

4. Handles repetitive tasks

Chatbots can handle simple, repetitive tasks such as providing order updates or answering frequently asked questions. Manually handling mundane tasks can be time-consuming and take up a significant amount of staff time that staff could better spend elsewhere. Chatbots, on the other hand, can easily handle these tasks, providing instant responses to customer queries. This leads to increased productivity and improved customer satisfaction, as customers do not have to wait in long queues to have simple questions answered.

Chatbots can also learn from previous interactions, improving their ability to handle these repetitive tasks. Over time, they provide more accurate and relevant responses by learning from customer interactions, improving overall CX. Moreover, chatbots can be integrated with other systems, such as inventory management and CRM, to provide seamless customer support. 

5. Collects customer feedback

You can program chatbots to ask customers for feedback after they have completed a transaction or interaction with your business. By collecting real-time feedback, your business can identify areas for improvement and take proactive steps to address any issues.

Your business can also leverage chatbots to gauge customer sentiment in real-time, allowing staff to address any issues immediately and prevent them from escalating. For instance, if a customer expresses dissatisfaction with a particular aspect of the service, chatbots can alert the appropriate team members, who can then take corrective action to address the issue.

By automating the process of collecting customer feedback, your business can save time and resources while still receiving valuable insights. Chatbots can also help to increase response rates by making it easier for customers to provide feedback because they can simply respond to a chatbot message or fill out a survey rather than having to call or email customer support.

Conclusion

Chatbot automation is transforming CX in numerous ways, allowing businesses to improve response times, offer round-the-clock support, personalise customer interactions, handle repetitive tasks, and collect customer feedback. By leveraging chatbot automation, your business can provide a seamless and efficient customer experience, increasing customer satisfaction, loyalty, and retention. With the continuous evolution of AI and ML, the potential of chatbot automation in transforming CX will only grow stronger in the future.

It is crucial to note that chatbots should not wholly replace human staff in your contact centre. Some customers might prefer conversing with chatbots to solve their problems, and others may still prefer speaking with an agent. When deploying these solutions, it is important to balance automated assistance with the human element of CX.

Why choose Premier Contact Point to cover your CX needs?

Customer service has become the differentiator that distinguishes you from your competitors. You need to drive strong connections with your customers across voice and digital channels to elevate CX, build your brand and grow your business.

With Contact Point, your customers can easily move through their channel of choice, including chatbots, instant messaging, email and voice. 

If exceptional customer service is important to your business, we can help create meaningful and memorable experiences. Visit our Premier Contact Point for Business page for more on our platform.

Related blogs

6 reasons to leverage conversational AI in your contact centre

5 digital customer experience trends driving the future of contact centres

Call queue management methods to reduce average wait time

Changing the game with omnichannel customer experience

customer service providers

Customers today have more choices than ever when communicating with companies and customer service providers. They can choose from various channels, such as voice, webchat, message, email, social media, etc. So, you need an omnichannel customer experience (CX) strategy to meet these expectations.

Omnichannel CX focuses on providing seamless, consistent CX across any channel the customer chooses to contact you. It is about ensuring they receive the same positive experience with your brand regardless of how they engage.

You must consider the following points to execute your omnichannel CX strategy successfully:

1. Understand the customer journey

By understanding how customers interact with your brand across channels, you can design a strategy that meets their needs and expectations at every touchpoint. What steps do customers take as they interact with your brand? What are their needs and expectations at each stage?

It is important to understand the different touchpoints that customers use to interact with your brand and the role that each touchpoint plays in the customer journey. Understanding this helps you identify points of friction that customers may experience and the opportunities available to provide a better experience.

Once you have identified the customer journey, you can develop an omnichannel CX strategy that considers these. 

2. Develop your touchpoints

Customer service channels, such as phone, email, live chat, and social media, should be integrated into the omnichannel ecosystem to provide customers with multiple options to get the help they need. Your customers should be able to switch between touchpoints without losing their place in the journey.

The touchpoints you develop will depend on what your customers leverage the most. For example, a chatbot on your website might make the most sense for your customers if you see a lot of activity on your FAQs page.

You must also consider how emerging technology, such as AI and chatbots, enhances CX. Automation can speed up response times and improve customer service delivery. However, you must also ensure that customers still have the option to speak to a real person if they wish.

All these components should be integrated and work together seamlessly. For example, if a customer starts a chat on the brand’s website, they should be able to continue that chat on their mobile app or via phone and vice versa. This level of integration and consistency is key to delivering a positive omnichannel experience and building customer loyalty.

3. Personalising the customer experience

Personalising CX is a key aspect of creating a successful omnichannel CX strategy. Personalisation creates more meaningful and relevant CX, increasing customer satisfaction, engagement, and loyalty.

Here’s how you can personalise CX with an omnichannel strategy:

  1. Use customer data: A single view of the customer allows you to understand customer preferences, needs and behaviour in-depth. When a customer contacts your company, your staff will have all the necessary information to provide an effective and personalised experience. For example, if the customer has previously had issues with their product, staff will have access to information related to this issue so they can resolve it quickly.
  2. Integrate customer data across channels: By combining insights from different sources and channels, your contact centre can build more comprehensive customer profiles that enable you to deliver a tailored experience. An omnichannel approach to CX enables your contact centre to provide proactive support, suggest relevant products and services, and create a seamless journey across all touchpoints.
  3. Personalise interactions: By using customer data, staff can personalise interactions with customers, such as addressing customers by name, providing relevant offers and recommendations, and offering support tailored to their needs and preferences.

4. Select the right tools

Customer service providers need an integrated system that allows staff to track and manage customer interactions across all channels. Such a system enables your staff to handle interactions with multiple customers and provide consistent service no matter how the customer reaches out. The tools should be user-friendly and easy for staff to use when delivering a positive customer experience.

You should also consider evaluating potential tools thoroughly to ensure they suit the omnichannel CX strategy. Your approach might include conducting a pilot test with a small group of staff, evaluating the ROI of the tools, and seeking feedback from customers and staff.

5. Continuously monitor the success of your solution

Continually monitoring and evaluating your omnichannel CX strategy is crucial for customer service providers to ensure success and achieve desired outcomes. Here are some of the reasons why you must continuously monitor the omnichannel CX strategy:

  1. Identifying areas for improvement: Continuous monitoring can help you identify areas for improvement in the omnichannel CX strategy, such as areas where customer satisfaction is low or channels that do not effectively meet customer needs.
  2. Adapting to changing customer needs: Customers’ needs and preferences can change over time. Continuous monitoring means you can identify these changes and adapt the omnichannel strategy to meet new customer expectations.
  3. Ensuring alignment with business goals: Continuous monitoring will help you align your strategy with the broader business goals and objectives as these change.

To effectively monitor the omnichannel CX strategy, you should leverage various metrics and KPIs, such as customer satisfaction, engagement, and loyalty metrics, as well as data from customer feedback, surveys, and analytics tools.

Why choose Premier Contact Point for Business?

Customer service has become the differentiator that distinguishes you from your competitors. You need to drive strong connections with your customers across voice and digital channels to elevate CX, build your brand and grow your business.

With Contact Point, your customers can easily move through their channel of choice, including chatbots, instant messaging, email and voice. 

If exceptional customer service is important to your business, Premier Contact Point can help create meaningful and memorable experiences. Visit our Premier Contact Point for Business page for more on our platform.

The future of CX is here: Harnessing technology to deliver exceptional service

future of cx

The customer experience (CX) is an area set to undergo rapid change in the coming years. Already, we have seen great shifts in how consumers interact with brands and contact centres.

While many CX leaders understand the need for change and have laid plans to execute them, they often find their organisations hindered by the same tools, approaches, and technology they have used for the past several years. For your organisation to thrive, all of this must change. Your CX strategy will need an upgrade with the latest technology, advanced organisational operating structures, and a fundamental shift in the company-customer relationship. 

Customer expectations especially are driving the need for these changes. Technology advances in automation, Artificial Intelligence (AI), Machine Learning (ML) and robotics are impacting CX delivery. In turn, customer expectations have evolved. For example, people who experience AI-backed CX from a platform like Netflix will come to expect the same thing from other streaming sites. How well you innovate to improve CX will define your competitive advantage. So, you need to understand why customer expectations are changing and the technology that will support these changes within your organisation.

Here are four ways CX will change in the future and what your business can do to keep up.

1. Customer values will drive spending behaviour

There was a time when customers procured products and services to meet their needs and at a price point that suited them. Now, with many digital channels at their fingertips, the buying experience has reached a point where customers shape it to their preferences. The ecosystem from where customers buy is now a lot more dynamic than it once was, so customers switch their choices and spending across brands that match their inclinations.

Part of this change includes the way that customers choose brands to purchase from. Their preferences now include their values, and they want to buy from companies that align with their values and beliefs. Where people might have purchased a product of the best quality or the lowest price point, many now go for brands that align with their values. While the price and quality of products and services remain key, some people are willing to pay a little more for a company that promises ethical practices.

So, your organisation will need to leverage data collected about the market and your customers to choose when and how to integrate customer values into CX to strengthen customer loyalty.

2. Hyper-personalisation will take over

Just as customers tailor their shopping experiences and follow companies that align with their values, they will naturally progress to expect hyper-personalised experiences. 

Personalisation has historically been a tricky feat to pull off. It requires a great deal of data about individual customers to be stored and accessible in connected systems. The problem is that too many companies grapple with data silos and legacy technology that cannot keep up. As technology platforms become more intelligent and better integrated, and the underlying data stores communicate seamlessly, personalisation ventures become more plausible.

Your company must embrace the power of hyper-personalisation to provide excellent CX. Doing so will help you retain existing customers and attract new ones. Embracing a personalised approach is essential for any company looking to gain an edge over its competition and make a lasting impression on its customers.

It is pertinent to note that as hyper-personalisation becomes more accessible, your organisation must be mindful of data privacy concerns and compliance requirements. People want hyper-personalisation, but they also want to buy from companies committed to protecting sensitive information.

3. Automation and AI will continue supporting CX

For decades, AI has been a possibility explored in science fiction – with some forms of media depicting it as a positive and others placing it in a negative light. Now, AI has become a reality and part of business and CX. 

When boosting CX, AI is an incredible tool for delivering personalised experiences to customers and has stretched the availability of contact centres to outside of business hours with technology such as chatbots. Automation revolutionises how customers experience businesses today by enabling companies to offer personalised, efficient customer service and faster response times. Doing so can save your business time and money while delivering higher customer satisfaction.

4. Real-time data and CX will become the norm

We are witnessing a delivery time reduction from five to three days to one day. Delivery or service time has become crucial in delivering high CX. Many companies have not configured their operations to suit, but this will change. Real-time experiences will become standard for most industries, exerting tremendous pressure on organisations to generate real-time CX signals with context, retool operations, and leverage automation to keep up with the market.

Real-time data and CX are quickly becoming the norm for businesses looking to boost growth and increase sales. In a digital world, customers expect more personalisation in their shopping experiences than ever before – they want personalised ads, product recommendations, and even customer service tailored specifically to them. As a result, businesses must ensure that they can provide a positive customer experience and collect data from their customers in real time. By leveraging real-time data and customer experience technologies, your business can stay ahead of the competition and create an exceptional shopping experience.

Premier Contact Point can guide you through the future of CX

Our cloud contact centre solution aims to improve digital CX and make life easier for your agents. We provide affordable, innovative contact centre features, such as visual IVR, CRM integration, self-service options and omnichannel capabilities. Our solution also includes a mobile app that supports your agents when they work outside of your office.

You can get in touch with us to book a demo of our cloud contact centre.

How can you measure and improve the customer experience?

Many customer experience (CX) trends are bouncing around industry discussions; artificial intelligence (AI), automation, chatbots, and virtual reality are buzzwords promising to enhance CX. 

With all these words going around, it is essential to remember that you cannot implement tactics for improving CX without first measuring your successes or shortcomings.

Measuring CX in a contact centre is important because it provides valuable insights into how customers feel about their interactions with your company. It offers an opportunity to benchmark your performance against industry standards and competitors, so you can identify areas where your customer experience solution excels and areas that need improvement to stay ahead of the competition.

How can you measure the success of your customer experience solution?

By gathering data from various sources, you can better understand your experiences with your contact centre and use this information to improve. Here are some methods for measuring the customer experience:

Customer complaints

Customer complaints are the first place you can look to measure and improve CX. What kinds of questions are your customers asking your staff? Are they complaining about wait times or other inefficiencies as soon as they get on the phone?

Complaints are direct, real-time feedback from customers about their interactions with your business. By listening to customer complaints, you can identify areas that need improvement to ensure customers get excellent service every time they engage with your business.

Net Promoter Score

A Net Promoter Score (NPS) provides a benchmark for tracking customer satisfaction over time. Your NPS will be calculated based on customers’ responses to the question, ‘How likely would you be to recommend us to someone else?’ Customers will rate you on a scale, and their collective responses will determine your NPS.

It is a metric that measures how your contact centre performs compared to your competition. By looking at NPS scores, you can better understand how your customer service is perceived.

Data from the customer journey

The customer journey can provide you with some valuable insights on any roadblocks in the customer journey.

The customer journey might include the process someone goes through when they reach out to your contact centre. For example, perhaps they call your hotline, go through an IVR workflow and then get redirected to self-service or an agent. Analytics on the customer journey can help you identify inefficiencies and make improvements to increase customer satisfaction. For example, if you experience a lot of abandoned calls within the IVR, you should analyse the points at which the customer disconnected the call and implement incremental callflow changes to determine if there are fewer abandoned calls.

What can you do with these metrics?

There are so many strategies you can leverage to improve CX. In fact, we recently wrote an eBook addressing 23 of them. I won’t go into all that detail here, so here are three areas where you can get started:

Leverage omnichannel CX

Your customers have grown used to choosing how they interact with people in their personal lives and how they interact with brands. For example, people who dislike talking on the phone can communicate with friends and family via text; they now also expect this same flexibility from your company when they reach out with an issue. So, you need a contact centre that offers various channels, such as voice, webchat, SMS, email, social media, etc.

Omnichannel CX platforms allow you to leverage various communication channels without increasing the number of applications you use or the strain on your team. It is about ensuring that your agents and customers have the same positive experience, regardless of the channel they use.

Through omnichannel CX, contact centres become more agile in responding to customers quickly and accurately, no matter the channel or device they choose. Customers will appreciate getting the help they need promptly, which can improve customer satisfaction.

Omnichannel CX also creates a more personalised experience for customers by allowing them to transition between channels and devices seamlessly.  By utilising a variety of communication channels, customers have more options to get in touch with your business, allowing you to respond faster and more efficiently. 

Refine and connect the customer journey

Consider how you can refine the touchpoints your customer interacts with when they reach out to your company. For example, perhaps your FAQs page has not received an update recently and needs answers to customers’ new questions. If you have not already, you might introduce self service customer support options, such as automated chatbots or visual IVR workflows, streamlining communication between customer service agents and customers.

For the efficiency of your agents and the satisfaction of your customers, you should consider how you can refine the processes involved with customer contact. For example, you might add a chatbot function – driven by AI – to your FAQs page so that customers can easily reach out if they don’t find what they’re looking for. If these tools don’t help, you want to ensure that customers are able to be quickly and easily routed to a human agent to address their query in the shortest time possible.

Improve the employee experience

The experience your agents have at work can impact the quality of service they deliver to your customers. Agents who feel overwhelmed and agitated might appear short and less empathetic towards customer inquiries. People that feel happy and engaged are more likely to go above and beyond expectations and deliver meaningful interactions with their customers.

Improving the employee experience is one of the best ways to ensure that customers get the quality of service they deserve. By improving workplace conditions and ensuring employees have access to the resources and support they need, you can foster a culture of excellence and ensure that customers are satisfied with their experience. 

For example, you might investigate the customer experience solution that your agents use. Their stress can increase if they switch between too many applications to serve customers or deal with data silos, making it difficult to know if they have the correct customer information. You might also ensure that your agents are up-to-date on their training, especially regarding handling upset customers.

Premier Contact Point can support you in enhancing CX

Our cloud contact centre solution aims to improve digital CX, automated customer service and make life easier for your agents. We provide affordable, innovative features, such as visual IVR, CRM integration, self-service options and omnichannel capabilities. Our solution also includes a mobile app that supports your agents when they work outside of your office.

You can get in touch with us to book a demo of our cloud contact centre solution.

Why consider contact centre solutions with mobile capabilities?

Mobility has become the flavour of many workforces. It is the preferred mode of operating for many people and can influence whether they take a job. Leaders have also recognised the necessity for mobile solutions that allow people to do their best work at home, in the office or on the go, as natural and man-made disasters can threaten business continuity at any time.

Contact centres especially have experienced the challenges of rapidly adapting to flexible work arrangements and preparing their workforces to operate from anywhere. When selecting the right contact centre solution for your business, consider the benefits of selecting a solution that offers a mobile app alongside desktop functionality.

Why use a mobile app in your contact centre solution?

Mobile apps for contact centre solutions allow agents to access all the tools they normally access via their browser on any device; not just their desktop computer.

A mobile app can deliver many benefits, but a few key ones include:

  • Managing inbound and outbound calls from any location and from any device: With a mobile app, agents can manage inbound and outbound calls without being restricted to their office desk. They can be more responsive to customers’ needs and improve satisfaction levels by providing the same consistent service. In addition, a mobile app can help to reduce operational costs by reducing the need for multiple phone lines and desk phones for traditional corporate phone and contact centre platforms.
  • Increasing the availability of customer data: Some mobile app solutions allow customer service agents to access customer data at any time and place. This is extremely helpful for providing quick and efficient customer service. For example, for every inbound call, vital account information relating to the caller can be automatically presented to an agent, so immediately they’ll greet the customer by name, see their entire interaction history with the business, view agent notes and much more.
  • Enabling your team to perform at their best no matter where they are: A mobile app for your contact centre can boost agent productivity and satisfaction. Empowering agents to work from anywhere enables them to be more responsive to customer needs and take care of queries when working from their preferred location.

A good mobile solution should include at least three features

When looking for a contact centre with a mobile app included, you should ask the following questions to ensure that the solution aligns with your needs:

Does it include CRM integration?

For your contact centre to be truly effective, your contact centre solution must either have an inbuilt customer database or be able to easily integrate with your CRM platform to ensure that customer data remains available and up to date for all your agents, regardless of location. Such a feature is incredibly valuable because your agents need the correct customer information before picking up the call to deliver an excellent customer experience (CX). Agents can then also update the customer’s information for future interactions.

Does it enable your agents to use a business number?

Virtual business numbers offer an alternative to your agents using personal phone numbers when making and taking calls on behalf of the company. When choosing a contact centre solution for your business, it is a good idea to pick a solution that provides your team with a set of virtual numbers that they either share or have an individual number assigned.

Does it include cyber security measures?

After the number of data breaches that we have seen in recent months, it is clear that cyber security measures are essential to ensuring that your agents work securely. As mobile devices have permeated our lives, they are increasingly becoming a target for cyber criminals, and if your agents’ devices are compromised, your business could see disastrous consequences. Traditionally, your cyber security would have protected devices within the four walls of your office space, but as more people work remotely and the sophistication of cyber threats increases, you need a mobile solution with security measures included.

What calling features are available in a mobile app?

A good contact centre mobile app will have all the features your agents need to provide great CX from any device and from any location. At a minimum, it must/will include:

  • Call recording: Record all inbound and outbound customer calls and retain them as a valuable resource for reviewing customer service and providing agents with insights to improve their performance. Call recording also provides a record of customer interactions, which can be invaluable during a dispute.
  • Monitor call performance: Comprehensive call reporting will allow you to evaluate agent performance through average handle time, call volume, repeated calls and query types. By understanding the business insights that good reporting tools provide, managers can identify issues and take steps to improve agent performance.
  • Easy access to calls: Agents can make and take calls with one touch and access the information needed to do their job without needing to refer to a desktop computer. When your agents have this smooth experience with your contact centre solution, they can maintain efficiency and productivity and provide better CX.
  • Full call controls: Mobile apps provide call centre agents with the full range of call controls they would have with a desk phone. This includes the ability to make and receive calls and access to features such as caller ID, call waiting, call forwarding, and conference calling. In addition, mobile apps also offer the ability to view contact lists, call history, and voicemail. This allows agents to easily access the information they need to provide excellent customer service.

Why choose Premier Contact Point for your contact centre?

Our cloud contact centre solution aims to improve digital CX and make life easier for your agents. We provide affordable, innovative features, such as visual IVR, CRM integration, self-service options and omnichannel capabilities. Our solution also includes a mobile app that supports your agents when they work outside of your office.

You can get in touch with us to book a demo of our cloud contact centre solution.

5 digital customer experience trends driving the future of contact centres

In recent years, our world has become increasingly digital. Many of us now shop, research products and interact with customer support through digital channels. In 2020 alone, the APAC region saw four years’ worth of change in customer experience (CX) between January and July.

As our day-to-day interactions have changed, digital transformation within contact centres has become imperative.

Customers expect seamless, personalised experiences every time they interact with a business. To keep up with these changing expectations, you must prioritise digital transformation to continue improving and delivering CX that places you ahead of your competitors.

The following five trends have already begun transforming contact centres and will define the future of CX.

Automation will support your CX initiatives

Automation in contact centres takes many shapes. You might automate manual processes, deploy chatbots, send emails or texts to many customers, etc. The point is that each of these will deliver a boost to CX initiatives by reducing the time agents spend on calls or manually updating data.

Automation can be your tool for creating operational efficiencies by routing calls or assigning email-based queries to agents. By doing this, your contact centre can operate more efficiently and provide better CX.

Automation can also help to improve the quality of customer service by providing agents with the ability to access information about customers quickly. As a result, they will spend less time on each call and can improve the quality of their service.

Finally, Robotic Process Automation (RPA) can automate contact centre operations by taking on simple, repetitive tasks, allowing agents to focus on complex tasks and provide a better customer experience.

Chatbots will guide customers

Chatbots take the strain off your agents by assisting customers with straightforward queries and frequently asked questions. They also enable you to provide twenty-four hour support for basic queries, so a customer wanting to resolve a minor issue does not have to wait until business hours.

Chatbots can improve CX by providing a more efficient way to handle customer queries. If your contact centre leverages Interactive Voice Response (IVR), you might use that to direct customers to chatbots instead of speaking with a human agent. 

When agents have a shorter call queue, they can spend more time with customers with complex issues, reducing the chances of them becoming stressed and burned out. However, it is essential to remember that chatbots do not replace human agents. If someone has a query that a chatbot cannot help them with, the bot must be able to gauge this and help the customer get in contact with a human agent.

Natural Language Processing will refine interactions

Natural language processing (NLP) is a branch of artificial intelligence (AI) where computers attempt to understand human language and respond in a way that is natural for humans. NLP is what allows chatbots and digital assistants to understand the user’s intent and provide a helpful response.

NLP analyses two types of interactions:

  • Human-to-human communication: NLP analyses language and detects emotions to learn from and generate insights.
  • Human-to-computer communication: NLP reads text-based messages and responds as a human would.

As the role of AI and Machine Learning (ML) in contact centres increases, NLP will be the key to delivering more human interactions from chatbots and improving CX provided by agents. We will see more and more chatbots and digital assistants that can easily handle complex customer queries as NLP evolves. In addition, NLP-enabled chatbots and digital assistants can provide personalised recommendations and suggestions based on the customer’s preferences and past interactions.

Hyper-personalisation will tailor CX

You would be familiar with simple personalisation techniques: an email about the remaining items in someone’s cart, a weekly newsletter delivered to a specific customer segment, all with the recipient’s first name added. You must go beyond this to achieve CX excellence and focus on delivering hyper-personalisation.

Hyper-personalised CX is about delivering content or sending messages to individual customers using real-time data and AI. Rather than viewing your customers as segments, you need to view them as individuals.

Hyper-personalisation delivers many benefits. By understanding each customer’s individual preferences, needs and wants, you can provide a tailored service that leads to improved CX. As a result, you will likely see increased customer loyalty and higher satisfaction levels.

There are numerous ways to implement hyper-personalisation, but one of the most effective is data and analytics. By analysing customer data, you can gain valuable insights into customer behaviour to inform decisions about the communications they receive from you.

While hyper-personalisation requires some investment in time and resources, the benefits far outweigh the costs. For businesses looking to improve their customer experience, hyper-personalisation is an essential strategy.

Human interaction will keep customers coming back

While technology such as chatbots, AI, ML and NLP will lead contact centre innovation in the coming years, the human touch will continue to be an important aspect of contact centres. There are only so many issues that machines can solve. We need people to demonstrate empathy and apply critical thinking to complex problems when customers feel angry, worried or vulnerable.

Finding the right balance between human agents and automation in your contact centre is essential. If you have too much automation, you may not be able to provide the level of customer service that your customers expect. On the other hand, if you have too many human agents, you may not be able to achieve the efficiency gains that automation can provide. 

The key is to find the right mix of human agents and automation for your contact centre. If you are unsure where to start, speak to a contact centre expert who can help you find the right balance.

Premier Contact Point delivers platforms for enhancing CX

Our cloud contact centre solution and customer experience solution delivers aims to improve digital CX and make life easier for your agents. We provide affordable, innovative features, such as visual IVR, CRM integration, self-service options and omnichannel capabilities.

You can get in touch with us to book a demo of our cloud contact centre solution.

The benefits of a single communication platform

Many people use multiple applications daily. In one day, you likely check your email, instant messaging apps, social media, etc. As we use these platforms in our personal and professional lives, we also expect companies to provide customer support across these platforms.

Offering a customer experience (CX) across multiple platforms often creates more work for contact centre agents as they juggle numerous applications while searching for customer data and resolving queries promptly.

The solution: agents need a single platform for handling customer interactions across phone calls, emails, SMS, web chat and direct social messaging apps.

Multichannel contact centre vs an omnichannel contact centre

It is easy to confuse the idea of multichannel and omnichannel solutions. They both focus on delivering CX through many touchpoints, so what is the difference between multichannel and omnichannel contact centres?

A multichannel contact centre leverages multiple communication channels with customers. The goal is to provide convenient CX by allowing customers to reach out via the channel of their choice, however, multichannel contact centres often operate in silos, making it more difficult for agents to deliver excellent customer service. Agents interacting with customers in one channel have no contextual awareness of agents interacting with the same customer in other channels.

On the other hand, omnichannel platforms provide a seamless experience for customers and agents by bringing contact centre operations into a single communication platform and allowing customers and agents to pivot to an alternative interaction channel with context.

For example, if a customer on web chat decides that they want to switch to a call, the agent can move the customer to the call without ending communication. The customer will continue the interaction by speaking with the same agent rather than being redirected to someone else. If the customer needs to speak with another agent or subject matter expert, the customer’s  information and contact history is easily accessible. This means that the customer can move between channels and agents without having to start the conversation from scratch.

What are the benefits of an omnichannel contact centre?

An omnichannel contact centre delivers benefits for agents, customers and the business overall. With one platform for handling all queries, you can make customer service available without compromising CX. A few of the core benefits include:

Optimise costs

Leveraging one communication platform for all interactions reduces contact centre costs in several ways. To begin with, you avoid utilising multiple platforms for handling customer interactions, which reduces the costs associated with obtaining, deploying and maintaining each of them. You also reduce costs by purchasing from one vendor rather than using several tools from different vendors.

Streamlining your technology leads to increased efficiencies and reduces agents’ time switching between platforms. They also have access to customer data from previous interactions, so they do not waste time asking for information a customer has already provided. This way, they can save themselves and the business valuable time, meaning you get more from your investment.

Fewer systems also provide opportunities to save on IT support costs if you encounter problems. For example, if you process voice and email on separate platforms and they both go down, that can represent two lots of maintenance costs. When you have a single platform, your vendor only needs to provide support for one application.

Tools and information in one place

You can improve agent productivity and satisfaction by leveraging a single communication platform. Agents have access to the tools and data they need in one place and do not have to switch between applications to find the required information.

For example, when an agent takes a call from a customer that has contacted the company before, the application will display the customer’s details, and information about their previous contact. Agents can easily deliver personalised customer service and smoothen the customer experience. Agents have the customer contact points accessible in one place, so if they need to follow up via email or text, they can do it from the same application they took the call.

The agent can provide a more efficient and accurate service, while the customer can answer their questions more quickly. In addition, a single communication platform helps to create a consistent experience across all channels.

Combine reporting from all channels

Reporting capabilities in an omnichannel contact centre bring together data from customer interactions. With data on voice calls, SMS, emails and chat you can analyse trends that will help you reduce average handle time, improve first call resolution rates and recognise peaks and troughs in demand.

The customer data collected in reports can also support you with improving CX. You can customise reporting to track agents metrics and contact centre KPIs to identify areas that need improvement and provide agents with feedback and training.

Scale to meet demand

A single communication platform supports you in scaling your operations to meet increased demand. When you hire new agents, you only have to induct them into one platform instead of multiple systems. You can also streamline workflows to ensure you do not miss an email or take too long to connect with a customer via web chat.

For example, we have worked with clients that managed their email in a separate application from their contact centre software, with no way to accurately and efficiently know which emails had been answered or assigned to an agent. A single communication platform enables you to queue, prioritise and assign emails to the right agents or to the agent that last addressed their query.

Web chat is another area where you will need tools to scale as demand increases. Agents can ensure they deliver consistent and timely responses with automated greetings and templated responses that they can manage within one place to handle several customers simultaneously.

Voice and SMS capabilities can work in sync when demand creates long call queues. You can text callers self-service links, encouraging them to problem solve themselves.

Your omnichannel contact centre with Premier Contact Point

Getting customer experience right or wrong is the difference between someone broadcasting their dissatisfaction or becoming a repeat and loyal customer. Your customers expect instantaneous service on the platform of their choice and they expect your agents to have all of the information needed, without repeating themselves.

Our cloud contact centre solution delivers solutions that support your customers and agents. We provide affordable, innovative features, such as visual IVR, CRM integration, Microsoft Teams integration, self-service options and omnichannel capabilities.

You can get in touch with us to book a demo of our cloud contact centre solution.

Boost your CX maturity through digital transformation

Today’s contact centres must provide a wide selection of customer touchpoints without increasing costs or agent workloads. As such, digital transformation has become imperative for contact centres.

Digital transformation is a journey in which an organisation deploys new technologies to improve or create new processes, products, services or business models. It is more than simply rethinking digital operations; it must also be a people-driven initiative that offers unique value for customers.

Digital transformation helps in boosting CX maturity. When done right, it supports your organisation in keeping up with customers’ ever-changing needs and expectations.

What is CX maturity?

CX maturity is your ability to deliver excellent customer experiences consistently. You must understand customers’ needs and expectations to action these across your contact centre. A CX maturity model is the method for gauging where your organisation sits; it covers metrics such as strategy, company culture, processes, data collection and many more.

Based on the model, your contact centre might fall into one of four categories of CX maturity:

  1. Beginner organisations have just started to focus on improving CX. They may have started a few initiatives but have not yet designed a strategy or implemented new technology.
  2. Intermediate organisations have begun integrating the new CX strategy into their contact centre operations. They have a dedicated team or department responsible for improving CX and have begun to see some results from their efforts.
  3. Advanced organisations have fully committed to CX excellence. They treat it as a strategic priority and invest accordingly. Their whole contact centre has united around delivering great customer experiences. 
  4. Expert organisations are CX leaders. They deliver excellent CX and leverage it as a competitive differentiator. They constantly innovate and strive to find new ways of boosting the customer experience.

Taking your CX maturity from the beginner to expert level requires you to build a strong foundation by investing in the right technology, reviewing your processes and focusing on the people element of your contact centre. Why not evaluate where you’re at by taking our customer experience maturity assessment?

1. Move from legacy systems to the cloud

One digital transformation initiative you can take to drive CX maturity is moving your contact centre from legacy on-premise systems to a cloud contact centre.

Legacy systems are inflexible and difficult to scale. They seldom offer the same features and functionality as modern contact centre systems, making it difficult for you to keep up with competitors or stay updated with the latest customer service and technology trends. Furthermore, they cannot offer omnichannel customer experiences handled by agents on a single unified platform.

In contrast, cloud-based contact centres offer flexibility and scalability while enabling agents to deliver omnichannel customer experiences and collect data on one platform. Cloud-based solutions provide contact centres with the agility to adapt quickly to changing customer needs. They also offer the flexibility to easily add new features and functionality, resulting in a personalised experience for customers, agents and contact centre leaders. Cloud-based solutions are scalable, allowing businesses to add or remove agents easily. When you scale your contact centre in this fashion, you can ensure you deliver good CX even during peak demand.

2. Focus on the human element of digital transformation

Digital transformation is more than a technology initiative; it must prioritise people too. For your contact centre, this means transforming how your agents work and delivering improved CX to your customers. 

Looking at the people element of your digital transformation begins with your agents. Digital transformation can be overwhelming and disruptive. Agents need to feel supported through this change to do their best work. They are on the front line of customer experience and the ones interacting with customers day in and day out. If they are not happy, it will show in the quality of their interactions.

You need everyone on board with the changes you will make to ensure that new technologies adequately support your agents. You might offer training materials on new technologies to provide agents with the knowledge to leverage new tools to their fullest potential.

You must have your customers front of mind too. It is a good idea to inform them of service changes to manage expectations and ensure they know how to contact you.

3. Leverage data in your contact centre

You can leverage data in numerous ways to improve customer experience. Data can help you identify areas where customers are struggling, their preferences, and how they would like to receive communications from you. Leaders and agents across the contact centre can leverage this information to make changes that will improve the overall customer experience.

Additionally, data can help you monitor and improve contact centre performance. By tracking key metrics, you can identify areas of improvement and make changes that will help agents improve customer satisfaction. You can also use data to benchmark your performance against other organisations.

Data not only helps you understand your customers and agents, it provides the necessary information to measure the success of your digital transformation initiatives.

Data-driven initiatives are only possible if you have the right tools and processes to collect and analyse them. Cloud contact centre technologies can deliver the real-time and visual reporting features needed to support your CX initiatives.

Start your digital transformation with Premier Contact Point

Our cloud contact centre solution delivers solutions that support your customers and agents. We provide affordable, innovative features, such as visual IVR, CRM integration, self-service options and omnichannel capabilities.

You can get in touch with us to book a demo of our cloud contact centre solution.