Elevating Customer Care With Mobile: insights and best practices on customer retention strategies and mobile technology applications to reduce customer care time, increase efficiency and improve relationships.Customer Care is changing. The days of interminable holding to elevator music, difficult IVR prompts, multiple transfers and failures to resolve issues on the first call need to end. I believe that intelligent mobile and web apps will bring a welcome new standard of care for internal users and external customers.
The number of possible questions may be in the thousands. The external communities may be customers, partners, brokers, regulators, auditors, or consultants. Some highly technical products still in use by consumers, such as 20-year old cardiac pacemakers require expert support. There may be only one person left at the maker who understands the technology and is capable of providing the needed support.
IVR is not a dialog- it’s maze. Read lips vs. read minds – natural language dialog is more than speech recognition.
Customer-driven care will be effective with a combination of 1) letting users choose their favorite channel for support 2) creating portals and 3) using human language dialog as the medium of understanding the need, and delivering an acceptable resolution
BYOD is changing peoples’ expectations. The amount of time people spend on Facebook offers a clear opportunity for companies to turn calls for help into outreach opportunities that will differentiate them from competitors. Need to deliver the same answer acorss channels.
Natural language ontology is an improvement over existing solutions. Call Transfers can be reduced and made more effective.
Google gives you ten million answers
These are examples of how language and knowledge combine to deliver better results
This is how our system used language and knowledge to deliver better results
Meet the Gurus: Elevating Customer Care with Mobile