It’s the season of new beginnings – Kick off 2023 with Customer Experience (CX) Technology that will transform your organization for the better.
This is an ala carte solution – pick what you want to improve and leave the rest! Want to improve your traditional IVR answering service with DiRAD SmartSpeech? Do you want to augment the Customer Service Representatives (CSRs) you already have? Maybe a service to pick up the slack when you’re not open? These updates might seem small, but they leave a BIG impression on customers. Create a personalized, speedy interaction and you’ll create a loyal customer for life. Here’s how:
AI Has Never Felt More Human
Traditional phone trees force customers to wait for their call purpose to be read out before they can move on to the next step of their CX journey. Services like SmartSpeech use AI technology to allow callers to request their purpose in plain language. This not only speeds things up but feels more personalized. It also gives more accurate detail of the situation, so the CSR that will be coming on the line can better assist.
Set Your CSRs Up For Success
Having someone available to answer customer questions is great, but that isn’t worth much without proper training. Investing time into customer service training will reduce turnover and increase customer loyalty. For the time-crunched, we’ve found that a Learning Management System (LMS) is the new “tool we can’t live without”, like TalentLMS. The cloud-based solution allows you to easily assemble training materials and videos into a curriculum that new staff can access online.
Once they’re trained, you can also help them in real time! There are now “smart advisor” bots that can “listen” to conversations and offer suggestions for relevant responses, as well as provide the most consistent, accurate, and up-to-date information. All at your CSRs fingertips while they help customers.
Callers do not want to wait on hold. A sure way to lose their loyalty is by overextending their CX journey. Ensure they have some way to get in touch with you, 24 hours a day, 7 days a week. It doesn’t have to mean paying CSRs to be available 24/7 either. A chatbot is a simple, easy way to answer all those frequently asked questions without adding to a CSRs plate or requiring them online 24/7. A mixture of live and automated technology keeps the cost where you need it, without sacrificing CX.
All of this and more is ready to be deployed for you and your customers! Make 2023 the year of positive interactions. Contact us today.