Mindtree provides innovative customer service by building loyalty among customers. It gives the best solutions and strategies for delivering the best customer service in this digital era. Click here to know more.
Enhancing customer experience through Digital TransformationYASH Technologies
Is digital transformation only about digitizing existing services? It is much more than just that. Read more to understand the importance of digital core in today's era.
Successful companies need to be ambitious in improving their products and channels. They must look at them from the users’ point of view to drive digital transformation and remain compelling in a competitive environment. Read our guide for seamless user experience to understand more.
Trends Reshaping the Future of Customer Service Jules Smith
How is Customer Relations responding in 2016 to continued pressure on cost, expectation for higher quality, rising complexity, and decreasing cycle-time to respond to clients? This report addresses the drivers of trends we are observing – evolving channels and customer experience expectations – and will provide insight into methods for addressing the customer relationship evolution.
Las tendencias que están redefiniendo la experiencia del cliente y su fidelización - See more at: http://www.sitel.com/es/noticias/sitel-senala-las-tendencias-que-estan-redefiniendo-la-experiencia-del-cliente-y-su-fidelizacion/#sthash.tMdJEjiA.dpuf
Enhancing customer experience through Digital TransformationYASH Technologies
Is digital transformation only about digitizing existing services? It is much more than just that. Read more to understand the importance of digital core in today's era.
Successful companies need to be ambitious in improving their products and channels. They must look at them from the users’ point of view to drive digital transformation and remain compelling in a competitive environment. Read our guide for seamless user experience to understand more.
Trends Reshaping the Future of Customer Service Jules Smith
How is Customer Relations responding in 2016 to continued pressure on cost, expectation for higher quality, rising complexity, and decreasing cycle-time to respond to clients? This report addresses the drivers of trends we are observing – evolving channels and customer experience expectations – and will provide insight into methods for addressing the customer relationship evolution.
Las tendencias que están redefiniendo la experiencia del cliente y su fidelización - See more at: http://www.sitel.com/es/noticias/sitel-senala-las-tendencias-que-estan-redefiniendo-la-experiencia-del-cliente-y-su-fidelizacion/#sthash.tMdJEjiA.dpuf
Raising customer experience bar with cx toolseTailing India
Hello friends, after a great week of learning on Goods and Services Tax, we continue our Customer Experience series again! Here’s the 14th part of it where we see some of the tools used in improving Customer Experience (CX).
We see a guide to implement CX reforms with these below tools:
1. JOURNEY MAPPING
Journey mapping uses data gathered from surveys, customer interviews and focus groups to understand exactly how users engage with an organization.
Building Next-Gen Enterprise Using Digital TransformationNIIT Technologies
This paper encapsulates the importance of Digital Strategy in building a brand and providing the fuel to fire growth in enterprise businesses. Gone are the days when online channels were used as mere travel booking tools. As we move into an era of the hyper connected world, businesses can no longer see technology in isolation. High expectations of ‘digitally aware’ travelers and the large amount of information available pose a unique challenge. Enterprises need to analyze if they have really been able to derive maximum potential from this digital surge, and turn it into a competitive advantage in their favor.
AGE OF EXPERIENCE, TRENDS RESHAPING THE FUTURE OF CUSTOMER SERVICE, by Gesner...Gesnerf
This report is the result of collaboration between Sitel’s employees and stakeholders from around the globe. Our company is now providing services through more than 61,000 employees in 21 countries on behalf of some of the best known brands in the world in the most diverse number of industries with global solutions that include customer acquisition, customer care, technical support and social media programs.
The question we try to address in this report is: how is the Customer Relations responding in 2015 to continued pressure on cost, expectation for higher quality, rising complexity, and decreasing cycle-time to respond to clients? This report will address the drivers of trends we are observing – evolving channels and customer experience expectations – and will provide insight into methods for addressing the customer relationship evolution.
Sales, Marketing & Service Optimization: Strategies for Accelerating GrowthCognizant
Revenue growth requires more than IT cost-cutting and increased efficiencies. Across industries, top-line growth requires a focus on customer relevance and on sales, marketing and service effectiveness.
To succeed companies should extend their visions of the customer journey beyond the front-end experience and take a deep dive through all major processes that touch the customer such as order-to-cash, availability-to-promise, plan-to-manufacture, overall supply-chain management as well as the underlying technology architecture.
Today’s customers aren’t interested in just buying products or services. They buy experiences. The best companies build communities to create relationships with customers that extend long after their initial purchase.
Beyond Omnichannel: Determining the Right Channel MixCognizant
Many companies believe that simply adding more customer channels or reducing the time it takes to handle customer queries will boost customer satisfaction and enhance the customer experience. Yet the proliferation of digital technologies and touchpoints have made it more difficult to track customer preferences and purchasing traits. By identifying customers’ preferred contact channels, companies can more effectively engage, serve, and retain them while driving profitable growth.
The Customer Experience: The Holly Grail of Competitive AdvantageDan Polito
Providing a great customer experience has emerged as the holy grail of competitive advantage, as traditional sources such as price or product differentiation become less sustainable. In an age of accelerated information flows, traditional sources of differentiation such as price and product differentiation erode rapidly, leaving customer service as the last sustainable source of competitive advantage. This challenges customer-facing departments to step up their game.
Transforming from Call Center to Contact Center How-To GuideDemand Metric
Executive Summary
If loyal customers are the lifeblood of a successful marketing program, call centers are the heartbeat. It is within the call center that happy customers become loyal advocates or disenchanted. All too often, however, call centers are viewed by marketing professionals as an afterthought instead of a key to customer loyalty, customer satisfaction and as a lead generation.
Modern marketers must move from seeing Customer Care as a secondary supporting function to one of primary importance to marketing programs and lead generation, along with other digital marketing and sales activities.
This How-To Guide challenges marketers to view the call center as a potential source of revenue and lead generation as well as the hub of Customer Care. This report discusses the misperceptions around call centers and shows modern marketers how to transform their call center (cost center) into a Modern Contact Center (profit center) by recognizing its strategy in lead generation and customer experience.
This brief 11-page How-To Guide is designed to provide practical advice for building a Modern Contact Center and outlines the following:
Executive Summary
Opportunities & Challenges of the Call Center
Creating a Modern Contact Center
Contact Center Application Selection Criteria
Action Plan
Bottom Line
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Digital Customer Service is customer service that is provided through digital channels, like website support, live chat, email, social media and messaging apps.
As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. By adding new digital silos, many companies have created disjointed islands of context, knowledge bases and automation. However, if digital self-serve and human support are fully integrated and aligned to customer needs and expectations, digital customer service can bring significant benefits such as increased revenue, reduced cost to serve, and higher customer satisfaction.
This presentation defines what digital customer service is and the importance of creating a smooth and seamless omnichannel support for a compelling customer experience. It explains the eight most commonly used digital channels and the mistakes to avoid. Finally, it covers the key techniques and skills for the delivery of excellent customer service and the best practices to manage an omnichannel support system.
LEARNING OBJECTIVES
1. Acquire knowledge and the key concepts of Digital Customer Service
2. Describe the approach, practices and skills for delivering efficient and effective Digital Customer Service
3. Highlight the pitfalls to avoid and success factors for Digital Customer Service
CONTENTS
1. Introduction and Key Concepts of Digital Customer Service
2. Approaches and Practices of Digital Customer Service
3. Techniques and Skills for Human Supported Digital Customer Service
4. Pitfalls to Avoid and Factors for Success
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Customer Experience Management (CEM) is a set of practices and tools to strategically manage experience throughout the customer lifecycle across all channels and touch points.
Digital transformation for retailers is about looking beyond marginal enhancements and rethink processes, creating a connected engagement enabled by meaningful application of technology. It is not only about customer centricity, agility, innovation, data intelligence and new value propositions, but also about streamlining processes, reduce costs and improve efficiencies across the transactional cycle by transforming.
Presenting the second paper in the series 'Multi-channel Customer Management' that delves deep into the design, deployment, coordination, and evaluation of customer interaction channels enterprises can and should leverage.
Software Engineering, Software Consulting, Tech Lead.
Spring Boot, Spring Cloud, Spring Core, Spring JDBC, Spring Security,
Spring Transaction, Spring MVC,
Log4j, REST/SOAP WEB-SERVICES.
Enhancing Research Orchestration Capabilities at ORNL.pdfGlobus
Cross-facility research orchestration comes with ever-changing constraints regarding the availability and suitability of various compute and data resources. In short, a flexible data and processing fabric is needed to enable the dynamic redirection of data and compute tasks throughout the lifecycle of an experiment. In this talk, we illustrate how we easily leveraged Globus services to instrument the ACE research testbed at the Oak Ridge Leadership Computing Facility with flexible data and task orchestration capabilities.
More Related Content
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Raising customer experience bar with cx toolseTailing India
Hello friends, after a great week of learning on Goods and Services Tax, we continue our Customer Experience series again! Here’s the 14th part of it where we see some of the tools used in improving Customer Experience (CX).
We see a guide to implement CX reforms with these below tools:
1. JOURNEY MAPPING
Journey mapping uses data gathered from surveys, customer interviews and focus groups to understand exactly how users engage with an organization.
Building Next-Gen Enterprise Using Digital TransformationNIIT Technologies
This paper encapsulates the importance of Digital Strategy in building a brand and providing the fuel to fire growth in enterprise businesses. Gone are the days when online channels were used as mere travel booking tools. As we move into an era of the hyper connected world, businesses can no longer see technology in isolation. High expectations of ‘digitally aware’ travelers and the large amount of information available pose a unique challenge. Enterprises need to analyze if they have really been able to derive maximum potential from this digital surge, and turn it into a competitive advantage in their favor.
AGE OF EXPERIENCE, TRENDS RESHAPING THE FUTURE OF CUSTOMER SERVICE, by Gesner...Gesnerf
This report is the result of collaboration between Sitel’s employees and stakeholders from around the globe. Our company is now providing services through more than 61,000 employees in 21 countries on behalf of some of the best known brands in the world in the most diverse number of industries with global solutions that include customer acquisition, customer care, technical support and social media programs.
The question we try to address in this report is: how is the Customer Relations responding in 2015 to continued pressure on cost, expectation for higher quality, rising complexity, and decreasing cycle-time to respond to clients? This report will address the drivers of trends we are observing – evolving channels and customer experience expectations – and will provide insight into methods for addressing the customer relationship evolution.
Sales, Marketing & Service Optimization: Strategies for Accelerating GrowthCognizant
Revenue growth requires more than IT cost-cutting and increased efficiencies. Across industries, top-line growth requires a focus on customer relevance and on sales, marketing and service effectiveness.
To succeed companies should extend their visions of the customer journey beyond the front-end experience and take a deep dive through all major processes that touch the customer such as order-to-cash, availability-to-promise, plan-to-manufacture, overall supply-chain management as well as the underlying technology architecture.
Today’s customers aren’t interested in just buying products or services. They buy experiences. The best companies build communities to create relationships with customers that extend long after their initial purchase.
Beyond Omnichannel: Determining the Right Channel MixCognizant
Many companies believe that simply adding more customer channels or reducing the time it takes to handle customer queries will boost customer satisfaction and enhance the customer experience. Yet the proliferation of digital technologies and touchpoints have made it more difficult to track customer preferences and purchasing traits. By identifying customers’ preferred contact channels, companies can more effectively engage, serve, and retain them while driving profitable growth.
The Customer Experience: The Holly Grail of Competitive AdvantageDan Polito
Providing a great customer experience has emerged as the holy grail of competitive advantage, as traditional sources such as price or product differentiation become less sustainable. In an age of accelerated information flows, traditional sources of differentiation such as price and product differentiation erode rapidly, leaving customer service as the last sustainable source of competitive advantage. This challenges customer-facing departments to step up their game.
Transforming from Call Center to Contact Center How-To GuideDemand Metric
Executive Summary
If loyal customers are the lifeblood of a successful marketing program, call centers are the heartbeat. It is within the call center that happy customers become loyal advocates or disenchanted. All too often, however, call centers are viewed by marketing professionals as an afterthought instead of a key to customer loyalty, customer satisfaction and as a lead generation.
Modern marketers must move from seeing Customer Care as a secondary supporting function to one of primary importance to marketing programs and lead generation, along with other digital marketing and sales activities.
This How-To Guide challenges marketers to view the call center as a potential source of revenue and lead generation as well as the hub of Customer Care. This report discusses the misperceptions around call centers and shows modern marketers how to transform their call center (cost center) into a Modern Contact Center (profit center) by recognizing its strategy in lead generation and customer experience.
This brief 11-page How-To Guide is designed to provide practical advice for building a Modern Contact Center and outlines the following:
Executive Summary
Opportunities & Challenges of the Call Center
Creating a Modern Contact Center
Contact Center Application Selection Criteria
Action Plan
Bottom Line
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Digital Customer Service is customer service that is provided through digital channels, like website support, live chat, email, social media and messaging apps.
As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. By adding new digital silos, many companies have created disjointed islands of context, knowledge bases and automation. However, if digital self-serve and human support are fully integrated and aligned to customer needs and expectations, digital customer service can bring significant benefits such as increased revenue, reduced cost to serve, and higher customer satisfaction.
This presentation defines what digital customer service is and the importance of creating a smooth and seamless omnichannel support for a compelling customer experience. It explains the eight most commonly used digital channels and the mistakes to avoid. Finally, it covers the key techniques and skills for the delivery of excellent customer service and the best practices to manage an omnichannel support system.
LEARNING OBJECTIVES
1. Acquire knowledge and the key concepts of Digital Customer Service
2. Describe the approach, practices and skills for delivering efficient and effective Digital Customer Service
3. Highlight the pitfalls to avoid and success factors for Digital Customer Service
CONTENTS
1. Introduction and Key Concepts of Digital Customer Service
2. Approaches and Practices of Digital Customer Service
3. Techniques and Skills for Human Supported Digital Customer Service
4. Pitfalls to Avoid and Factors for Success
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Customer Experience Management (CEM) is a set of practices and tools to strategically manage experience throughout the customer lifecycle across all channels and touch points.
Digital transformation for retailers is about looking beyond marginal enhancements and rethink processes, creating a connected engagement enabled by meaningful application of technology. It is not only about customer centricity, agility, innovation, data intelligence and new value propositions, but also about streamlining processes, reduce costs and improve efficiencies across the transactional cycle by transforming.
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Cross-facility research orchestration comes with ever-changing constraints regarding the availability and suitability of various compute and data resources. In short, a flexible data and processing fabric is needed to enable the dynamic redirection of data and compute tasks throughout the lifecycle of an experiment. In this talk, we illustrate how we easily leveraged Globus services to instrument the ACE research testbed at the Oak Ridge Leadership Computing Facility with flexible data and task orchestration capabilities.
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The U.S. Geological Survey (USGS) has made substantial investments in meeting evolving scientific, technical, and policy driven demands on storing, managing, and delivering data. As these demands continue to grow in complexity and scale, the USGS must continue to explore innovative solutions to improve its management, curation, sharing, delivering, and preservation approaches for large-scale research data. Supporting these needs, the USGS has partnered with the University of Chicago-Globus to research and develop advanced repository components and workflows leveraging its current investment in Globus. The primary outcome of this partnership includes the development of a prototype enterprise repository, driven by USGS Data Release requirements, through exploration and implementation of the entire suite of the Globus platform offerings, including Globus Flow, Globus Auth, Globus Transfer, and Globus Search. This presentation will provide insights into this research partnership, introduce the unique requirements and challenges being addressed and provide relevant project progress.
Custom Healthcare Software for Managing Chronic Conditions and Remote Patient...Mind IT Systems
Healthcare providers often struggle with the complexities of chronic conditions and remote patient monitoring, as each patient requires personalized care and ongoing monitoring. Off-the-shelf solutions may not meet these diverse needs, leading to inefficiencies and gaps in care. It’s here, custom healthcare software offers a tailored solution, ensuring improved care and effectiveness.
Experience our free, in-depth three-part Tendenci Platform Corporate Membership Management workshop series! In Session 1 on May 14th, 2024, we began with an Introduction and Setup, mastering the configuration of your Corporate Membership Module settings to establish membership types, applications, and more. Then, on May 16th, 2024, in Session 2, we focused on binding individual members to a Corporate Membership and Corporate Reps, teaching you how to add individual members and assign Corporate Representatives to manage dues, renewals, and associated members. Finally, on May 28th, 2024, in Session 3, we covered questions and concerns, addressing any queries or issues you may have.
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Check out the webinar slides to learn more about how XfilesPro transforms Salesforce document management by leveraging its world-class applications. For more details, please connect with sales@xfilespro.com
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Innovative Customer Service for Building Loyalty - Mindtree
1. Customer Service Innovation:
Top 4 strategies to win in this
digital era
Customers today are driving the purchase process using social platforms, blogs and websites. It doesn’t stop here. Once the sale is
complete, they also use the same platform to tag and share their experiences.
In such a scenario, firms need to adopt new approaches and technologies for digital transformation of customer services and
channels―to not only shape ongoing conversations with customers but also stand out in the crowd.
This View Point article describes four innovative customer service strategies that can help businesses better engage with customers
in this digital era.
2. and front-end integration of systems and the ability to
identify the customer regardless of the channel.
The rules of engagement remain the same service―satisfy
and retain. But succeeding in an omni-channel
world, also requires unified systems, data flows, analytics,
cross-channel visibility, customer information and
knowledge management. In developing countries like India
and many others in Asia, we also need to keep traditional
methods of customer service open since digital adoption is
not as widespread as it is in the West. For the next 5 years at
least, we need to keep the traditional approaches running
parallel to digital ones. The ability of the company to
combine both approaches and keep them working
seamlessly, will be paramount to its success.
2. Build loyalty through customer
service
The competition to acquire new customers is intense.
Customers have more choice and greater access to
information than ever before. They are using social media,
forums and blogs to connect and share their experiences to
aid one another in purchase decisions. Given the high cost
of winning new customers, it becomes critical to ensure
they remain loyal to you, going forward as well. Service
teams must exploit their frequent contact points with
customers to build customer loyalty. Customer service
teams need to
review their
people and
processes to
ensure they
are prepared
for this new
role. Service staff need to develop into relationship
builders, consultative listeners and good communicators.
For companies that are utilizing digital support channels
such as Facebook, Twitter or web chat, it’s apparent that
queries on these channels have a different mix as compared
to traditional service channels. Customers not only request
help on product issues but also seek buying advice and
comparisons with competing products. The customer is not
bothered whether the query relates to sales, service or
marketing. They just want answers. A robust service
strategy supported by trained employees and backed by
technology can take your service standards to a whole new
level even while helping customers along the buying path.
1. Enable seamless multi channel
customer experience
Mindtree conducted a survey across 100 existing and
prospective clients visiting our innovation hub, Digital Pumpkin,
Bangalore for well over an year. In the course of the survey, I
realized that many organizations understand that the customer
service environment is changing. Indeed, several are already
reacting to this trend and have deployed social media service
channels. However, their general response to digitization has
been to deploy new technology-empowered interactions paths
linked to existing operational models. This, I believe, is missing
the point.
Teams need to shift their focus from mere technology
deployment to performance metrics such as Net Promoter
Score and customer lifetime value.
The market leaders of tomorrow will not be decided by the
number of new technologies they deploy but how they
evolve their
entire service
operation to
respond to the
changing
customer
behaviour. All
parts of the
operating model (for example, information, people, process,
technology and channels) should be reviewed. Only such an
approach will help business improve customer
engagement/experience and increase revenues.
Multi-channel customer experience involves building an
ecosystem that can handle customer expectations
seamlessly across channels. This involves a greater degree
of understanding of customer behavior, and investments in
systems and strategies designed to service the customer.
This could be in terms of how customers communicate and
transact across channels and so on.
The whole premise behind multi-channel engagement is
that the sum of the experience delivered is more than its
parts. Thus, if your
understanding of
customers at a channel
level (beyond
transactions) level
is not adequate,
you will find it
difficult to rollout a
omni-channel
experience.
This in turn,
places a huge
premium on back-end
Multi-channel customer experience
involves building an ecosystem
that can handle customer
expectations seamlessly across
channels.
Service teams must exploit their
frequent contact points with
customers to build customer
loyalty.
3. 3. Redefine evaluation criteria for
customer service
If you expect customer services to drive loyalty and manage
end-to-end customer experiences, then the way you
measure and reward these activities must change.
Performance measurement of customer service is generally
based on efficiency metrics (for example, average handling
time and call volume per agent). To drive relationship-
building in customer service, Key Performance Indicator
(KPIs) must be
appropriate.
Net Promoter
Score and
Customer
Lifetime Value
are two KPIs
that are becoming increasingly popular for measuring the
effectiveness of service teams. Minimizing costs will always
be an important factor and cannot be dismissed. In addition,
balanced scorecards need to be put in place to ensure the
right focus on both efficiency and quality of customer
experience.
The service strategy you define today will decide how your
customers interact with your brand, a few months down the
line. With brands becoming more competitive, the need for
customer service innovation is no longer a matter of choice.
A streamlined and well-conceived customer experience
strategy backed by technology, engaged employees and
customer inputs, will pave the way for your brand to grow
from strength to strength. Service teams must also work
closely with other teams to keep communications
consistent and leverage the best channels in which to
communicate with customers. Intrinsic and extrinsic
motivators should be implemented to push the community
to a level of engagement where customers actively help
others with service issues and create new ideas and uses
for products or services.
4. User Experience, key to digital
engagement
User Experience (UX) is defined as a customer’s perception
of human-computer interaction through a specific channel
or device. It includes the customer’s experience of using a
device based not only on its ‘look and feel’ but also on its
practical aspects such as usability and efficiency. Nowadays,
cutting-edge technology devised by UX leaders Apple and
Google has led customers to expect a digital service
experience that is clean, simple and user-friendly,
regardless of device, platform or service provider.
Customers today are discovering and engaging with a large
section of services and products online. As a result, online
channels play a critical role in providing insights about the
overall brand experience. In response to this phenomena,
service organizations embracing the digital age, are investing
heavily in UX. They believe that putting UX capability high on
the agenda for
business and
technical
teams, will help
generate ideas
which can
subsequently
be translated to business reality. They are ensuring creative
input throughout the customer lifecycle, especially
post-implementation when it’s essential to respond quickly to
feedback on customer behavior with release updates and
tweaks.
UX is a battlefield for service organizations trying to gain
competitive advantage within industries increasingly
dedicated to digital customer services. Investing in user
experience capability is crucial if they want to win this fight.
They need to focus not only on fostering innovations that
promote the best possible experience but also testing those
innovations frequently and at an early stage.
Service teams, however, should not make the mistake of
waiting for stability before adopting changes. Leaders must
embrace continuous development and actively look forward
to new opportunities to engage and service clients.
If you expect customer services to
drive loyalty and manage end-to-end
customer experiences, then the way
you measure and reward these
activities must change.
Investing in user experience
capability is crucial if service
organizations want to win the fight
in the digital space.
4. ABOUT MINDTREE
Mindtree [NSE: MINDTREE] delivers digital transformation and technology services from ideation to execution, enabling Global 2000 clients to outperform the
competition. “Born digital,” Mindtree takes an agile, collaborative approach to creating customized solutions across the digital value chain. At the same time, our deep
expertise in infrastructure and applications management helps optimize your IT into a strategic asset. Whether you need to differentiate your company, reinvent
business functions or accelerate revenue growth, we can get you there. Visit www.mindtree.com to learn more.
The way ahead
The service approach you outline today will decide how
your customers interact with your brand, a few months
down the line. With brands becoming more competitive, the
need for customer service innovation is no longer a matter
of choice.
To meet future challenges in a sustainable way, customer
service leaders must develop the ability to swiftly identify,
evaluate and capitalize on the right trends at the right time.
For many organizations, this means acquiring or developing
new talent that better understands digital technologies and
how to apply them. Social media managers, data scientists
and growth hackers are some of the new job titles that can
be seen these days. Service, sales and marketing teams
should work closely to leverage these roles across the
entire customer journey.
A new method is also required to make investment
decisions and execute projects using new
skills/capabilities. The speed and pace of innovation is such
that, looking beyond two years is to kill innovation. Instead,
adopt an entrepreneurial spirit of experimentation and
establish small innovation funds to test new approaches.
With this, you can focus on bringing an idea to market
quickly and then continuously improve it through customer
feedback. At this stage, it is important to take a balanced
view of successes and failures and accept that not
everything you try will be a success.
Conclusion
Customer service is going through a stage of maturity where
people are investing a lot in manpower and technology.
Demand has become more personal, requiring a quicker
time-to-response, not to mention seamless interaction
across channels. Different customers also have different
communication preferences.
As the number of channels increase, expect your customers
to fragment across different age groups too. Expect also for
channel preferences to change depending on the context,
process, location and time. Leverage the customer
segmentation work done by your marketing department to
better direct your engagement and support efforts across
appropriate channels and target audience. In addition,
make the following changes in the way in which you handle
customer service in the digital age:
Proactive assistance: Make your customer service
agents more efficient in the way they function.
Ensure proactive customer communication within an
omni channel environment. Also, identify the top
benefits of proactively communicating with
customers―higher customer satisfaction, increased
overall revenue, increased cost savings–and reward
your agents accordingly.
Self-help/Service: Companies with a reputation for
excellent customer service know that many customers
prefer to bypass the call center and solve problems on
their own. Investing in self-service options is crucial for
every company today, in order to reap the benefits of
better customer satisfaction and increased revenue.
Self-service could be via phone, web or through a
mobile application. Establishing an effective self-help
channel is a win-win for customers and companies.
Customers save time, and companies save money by
reducing traffic to call centers.
Automated Service: Incorporate an intelligent virtual
agent that serves as an online customer service
representative for the organization. This is because
virtual agents have a human appearance and respond
appropriately to customer questions. They lend
automated interactions, a semblance of personal service.
Learn more about our Digital Services and Solutions
To schedule a meeting with our experts or for more
information about how to grow your business through
digitization, please write to us at info@mindtree.com.
About the author: Ranjani G, is a Senior Consultant with Mindtree’s Digital Innovation Hub, Digital
Pumpkin. She is responsible for client engagements across different domains. She fosters digital
innovation by identifying the right digital solutions and opportunities with a focus on consumer
research initiatives and insights. As a Solution Consultant she routinely collaborates with User
Experience Designers and Technical Experts to gather ideas around how to improve customer
engagement and satisfaction to aid business growth.