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Stuart O'Brien

AUTOMATED CUSTOMER SATISFACTION: Where do we go from here?

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As we have been exploring, gauging customer satisfaction is crucial for improving service quality and fostering loyalty. Automated customer satisfaction (ACS) solutions have become a mainstay, but their potential is far from tapped. Here’s how we can expect ACS solutions to evolve in the coming years…

From Tick-Box Surveys to Real-Time Sentiment Analysis

Current ACS solutions, like post-call surveys, often rely on basic metrics like star ratings. The future holds a more nuanced approach:

  • AI-Powered Sentiment Analysis: Advanced AI will analyse customer speech patterns, tone of voice, and even text-based interactions to identify underlying emotions and gauge true sentiment beyond basic satisfaction scores.
  • Multi-Channel Feedback: ACS solutions will go beyond phone calls, capturing customer sentiment through website chatbots, social media interactions, and email exchanges, offering a holistic view of customer satisfaction across all touchpoints.
  • Real-Time Feedback and Intervention: AI-powered solutions will analyse customer interactions in real-time, identifying highly dissatisfied customers and triggering immediate interventions, like escalation to a live agent or targeted apologies.
  • Predictive Analytics and Proactive Outreach: Advanced analytics will predict potential customer dissatisfaction based on past interactions or specific customer profiles. This allows proactive outreach to address concerns before they escalate, enhancing customer retention.

The Rise of Emotionally Intelligent Automation

The future of ACS solutions lies in mimicking human emotional intelligence:

  • Empathetic Chatbots: Chatbots will become more sophisticated, using natural language processing (NLP) to understand the emotional context of customer inquiries and respond with empathy and understanding.
  • De-escalation Techniques: AI-powered chatbots will be trained in de-escalation techniques, allowing them to calm down frustrated customers and direct them towards appropriate solutions.
  • The Human Touch When Needed: ACS solutions will seamlessly integrate with live agent support. When complex issues arise or emotions run high, the system can intelligently transfer the customer to a human agent for a more personalised touch.

Focus on Customer Journey and Effort Score

Future ACS solutions will move beyond individual interactions, considering the entire customer journey:

  • Customer Journey Mapping: ACS will integrate with customer journey mapping tools, allowing businesses to identify pain points throughout the customer experience and tailor solutions that minimise customer effort.
  • Effort Score Measurement: Solutions will measure customer effort, assessing how easy it is for customers to get their issues resolved. This data can then be used to streamline processes and reduce customer frustration.
  • Focus on Customer Lifetime Value: ACS solutions will consider the customer’s lifetime value, identifying high-value customers who require more personalised attention and proactive satisfaction initiatives.

A Future of Continuous Improvement

The evolution of automated customer satisfaction solutions promises a future of deeper customer insights, real-time feedback, and a more human-like approach to customer service. By leveraging AI, advanced analytics, and a focus on customer effort, UK contact centres can elevate their service quality, build stronger customer relationships, and drive long-term business success. Remember, in today’s competitive landscape, customer satisfaction is paramount. Automated customer satisfaction solutions are no longer just about collecting data; they are evolving into powerful tools for understanding customer sentiment, predicting potential issues, and creating a more positive customer experience from the first interaction to the last.

Are you searching for Automated Customer Satisfaction solutions for your organisation? The Contact Centre Summit can help!

Photo by Windows on Unsplash

Half of businesses yet to deploy AI to improve customer engagement

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Data analysed by the customer experience specialist CX Network has found that over half (56%) of businesses have not implemented AI optimisation strategies to improve customer engagement.

This is despite the fact that 42% of respondents agreed that automation was critical for delivering CX at scale, with 66% of customers expecting companies to understand their unique needs and expectations

Respondents note that proving ROI is the largest barrier to implementing AI in customer engagement, with 32% of businesses citing it as a key challenge.

Out of those businesses that have deployed AI to address customer engagement challenges, just 25% of AI usage within this area is spent on Customer Data Platforms (CDP). In line with this, Twilio’s recent 2024 State Of Customer Engagement Report found that 6 in 10 customers said protecting their data was the top way to build trust, yet 40% of brands said balancing security and customer experience is one of the most pressing challenges in 2024.

With 65% of customers saying they would switch brands if unsatisfied, it’s vital that businesses capitalise on AI to improve customer engagement, if they are to meet customer demands in an era of waning customer loyalty.

Dan O’Connell, Chief AI and Strategy Officer at Dialpad, said: “Generative AI will become the focal point of most business operations and continue to be a key driver in improving customer experience in the near term. By utilising AI to gain deeper insights into consumer needs and personalise interactions, businesses can foster customer loyalty and drive revenue growth.

“Companies will need to understand how AI can drive the most engaging online experiences for their customers or risk losing them as technology continues to advance – making impactful features that really work for them. Customers now demand a personalised digital experience with tailored recommendations and self-service options, making it mandatory for businesses to comprehend how AI can empower them to enhance their services.”

If you specialise in Social Media solutions we want to hear from you!

 960 640 Stuart O'Brien
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Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in May we’re focusing on Social Media solutions.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Social Media solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Mark Connell on m.connell@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

May – Social Media
Jun – Artificial Intelligence
Jul – Virtual Call/Contact Centres
Aug – Training & Development
Sep – Knowledge Management
Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM
Jan – Agent Coaching & Monitoring
Feb – Analytics
Mar – Call Centre Technology
Apr – Automated Customer Satisfaction

For more information on any of the above, contact Mark Connell on m.connell@forumevents.co.uk.

SAVE THE DATE: Contact Centre & Customer Services Summit – September 2024

 960 640 Stuart O'Brien
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The next Contact Centre & Customer Services Summit takes place on September 9th & 10th 2024 at the Hilton Deansgate in Manchester.

Your complimentary pass includes:

– A corporate “speed-dating” itinerary of one-to-one meetings with solution providers
– A seat at our industry seminar sessions (included within your itinerary)
– Overnight accommodation at the venue – free of charge
– Complimentary meals and refreshments throughout
– Networking breaks to make new connections in your field

If you are interested in attending you can confirm your free place via our booking form here – www.contactcentresummit.co.uk/booking-form/

For more information, contact us directly on 01992 374082.

CASE STUDY: One Nexus’ pledge to elevate customer service excellence – A year in review

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In the dynamic world of the automotive industry, prioritising good customer service remains paramount for businesses. Recognising this, One Nexus embarked on a journey to elevate its customer experiences by implementing a strategic combination of partnerships and innovative solutions to streamline its business operations. Alan Glazier, the Commercial Director at One Nexus, explains the transformative initiatives undertaken by the company in its pursuit of customer service excellence over the past year…

Implementing Humley’s AI-Driven Solution

One Nexus began working with Humley, a company specialising in AI chatbot technology, in February 2023 to help deliver a world-class customer experience. Humley provides One Nexus with AI capabilities that enhance the Driver qualification process in the delivery of courtesy vehicle provision to customers of Vehicle Manufacturers. This includes an intuitive AI virtual assistant that allows the customer to ask any question throughout the qualification process. Additionally, Humley’s AI streamlines the qualification process by enabling customers to engage with and complete the insurance questionnaire via smartphone, conveniently in their own time, before submitting it to One Nexus. Once the customer finishes the process, the AI automatically informs the One Nexus Team of completion whilst attaching the results to the customer booking for onward processing.

Implementing this AI-driven solution has proven highly successful, resulting in significant time savings and increased efficiency within One Nexus’s Call Centres. One Nexus’ data shows that bookings can now be made 80% faster than before, significantly improving the overall customer experience and enabling One Nexus’ customers to complete the qualification quickly and conveniently.

Making the Move to Cloud Servers

One Nexus recently migrated to Cloud Servers in a bid to host client websites and provide data to the websites for our Asia Pacific customers. Following a successful testing phase, which spanned six weeks, both Nexus IT and Nexus Aftermarket completed the migration of Ford Australia and Ford New Zealand to a cloud-based server infrastructure.

The main benefit of moving to a Cloud server lies in the fact that response times from local servers have been significantly improved. Clients also gain a much faster user experience when using the Trade Club web applications and the ability to easily scale the environment to support new clients and the increased growth of existing clients. Because of the migration to the cloud, One Nexus has not only achieved heightened stability and increased security but also enabled the ability to be more responsive to customers around the world.

Coming Face to Face With App Technology 

Here at One Nexus, we pride ourselves on being ‘enablers of systems’. This is why we are committed to pioneering solutions that not only elevate industry standards but also address the pressing challenges posed by evolving technology trends in the automotive landscape. For example, we recently developed​​ facial recognition technology that supports a range of leading UK manufacturers in identifying customers in the onboarding process when looking to rent a car.

So, as well as booking online or by calling or visiting a dealership, customers can use the dedicated apps – available for Apple and Android mobile phones. These apps allow customers to view, book and manage rentals, as well as sign digital rental agreements – all with the reassurance that they’ll hire the exact vehicle they choose to drive. One Nexus’s new technology helps to create a frictionless journey, allowing customers to register within minutes using state-of-the-art secure in-app software.

First time setup includes a real-time DVLA driver licence and identity check that uses One Nexus’ facial recognition algorithms, the phone’s camera and a secure and encrypted connection to help prevent fraud. Customers simply need to turn up, pay for their booking and be handed the keys by dedicated Hire Car staff, saving precious time and allowing them to be on the way as quickly as possible. Returning the car is as easy as parking it where it was collected from. Upon return, customers can even use the app to take photos of the car and note fuel and mileage before handing the keys back.

Conclusion

A year on, it’s clear that One Nexus has made solid progress in its bid to enhance its customer service. Combining collaborative ventures, technological advancements, and forward-thinking solutions, One Nexus is poised to set new benchmarks in customer service excellence within the automotive industry. And, with 2024 now in full swing, the team will continue to strive and evolve, leading the way in successful customer service.

Photo by Vladislav Klapin on Unsplash

AUTOMATED CUSTOMER SATISFACTION: Keeping it Automated, while keeping it human – Here’s how to choose the best solutions

 960 640 Stuart O'Brien
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Contact centres are turning to automation to capture valuable customer feedback and improve satisfaction scores. But with a plethora of Automated Customer Satisfaction (ACS) providers on offer, choosing the right partner can be daunting. Here are some top tips for senior contact centre and customer service management professionals to navigate the options and find a trusted solution, based on input from attendees at the Contact Centre & Customer Services Summit…

Understanding Your Needs:

  1. Identify Pain Points: Start by analysing your current customer satisfaction (CSAT) processes. What are the pain points? Are you struggling with low response rates, slow feedback loops, or a lack of actionable insights?
  2. Tailor the Automation: Not all ACS platforms are created equal. Consider what type of automation best suits your needs. Do you need automated surveys via multiple channels (email, SMS, in-app)? Is sentiment analysis or real-time alerts important?
  3. Omnichannel Approach: Today’s customers interact across various channels. Choose a solution that integrates seamlessly with your existing systems and allows for multi-channel feedback collection, like email, SMS, and in-app surveys.

Research and Compare Providers:

  1. Industry Expertise: Look for ACS providers with experience in your specific industry. They’ll understand your unique customer journey and can tailor solutions to address your sector’s specific challenges.
  2. Security and Data Privacy: Customer data is paramount. Choose a provider with robust security measures and a commitment to data privacy compliance with regulations like GDPR (General Data Protection Regulation).
  3. Reporting and Analytics: Data-driven insights are crucial for improving CSAT. Ensure the provider offers powerful reporting tools that provide actionable insights on customer sentiment, trends, and areas for improvement.

Beyond the Basics:

  1. AI-Powered Sentiment Analysis: Advanced ACS platforms use AI-powered sentiment analysis to go beyond basic star ratings. This allows you to understand the emotional tone of customer feedback and identify potential dissatisfaction.
  2. Real-Time Alerts and Escalation: Choose a solution with real-time alerts for highly negative feedback. This allows for immediate action and intervention by your team to address critical customer issues before they escalate.
  3. Customization Options: Brand consistency is key. Look for providers offering customizable surveys that align with your brand’s voice and messaging. Additionally, consider question branching based on initial responses for a more personalized experience.
  4. Integrations with CRM Systems: Seamless integration with your Customer Relationship Management (CRM) system allows for automatic customer data population in surveys, creating a holistic view of the customer journey and fostering personalized communication.

Making the Final Decision:

  1. Free Trials and Demos: Many providers offer free trials or demos. Take advantage of these opportunities to test-drive the platform, assess its ease of use, and ensure it aligns with your needs.
  2. Customer Success Stories: Read case studies and customer success stories from other UK contact centres using the ACS solution. This can offer valuable insights into the platform’s effectiveness and its impact on real-world customer service scenarios.
  3. Implementation and Support: Evaluate the provider’s implementation process and ongoing customer support. Choose a partner offering a smooth implementation process and readily available support to ensure your team can leverage the platform effectively.

Finding the right ACS provider can significantly enhance your contact centre’s customer satisfaction strategy. By following these top tips, senior management professionals can navigate the options with confidence and find a trusted partner that delivers powerful automation tools alongside a commitment to maintaining a human touch in customer service. Remember, effective automation complements your team’s efforts, allowing them to focus on resolving complex issues while leveraging insights to continuously improve the customer experience.

Are you searching for Automated Customer Satisfaction solutions for your organisation? The Contact Centre Summit can help!

Photo by Jon Tyson on Unsplash

Contact centre solutions: 2024 buying trends revealed

 960 640 Stuart O'Brien
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Artificial Intelligence, Call Centre Technology and Agent Coaching & Monitoring and top the list of solutions the UK’s leading industry professionals are sourcing in  2204, according to our exclusive research.

The findings have been revealed ahead of the Contact Centre & Customer Services Summit, which takes place on April 29th & 30th in London.

Delegates registering to attend the event are asked which areas they needed to invest in during 2024 and beyond.

The rankings represent a slight change in requirements from 6 months ago, when the top 3 were Agent Coaching & Monitoring, Training & Development and Artificial Intelligence.

Contact Centre & Customer Services Summit: Most in-demand products & solutions 2024 (Top 10):

  1. Artificial Intelligence
  2. Call Centre Tech
  3. Agent Coaching/Monitoring
  4. Automated Customer Satisfaction Surveys
  5. Knowledge Management
  6. Customer Experience Surveys
  7. Self Service & Webchat
  8. Customer Insights Collection & Analysis
  9. Training & Development
  10. Workforce Management

To find out more about the Contact Centre & Customer Services Summit, visit https://contactcentresummit.co.uk.

FINAL CALL: Contact Centre & Customer Services Summit – Last chance to register!

 960 640 Stuart O'Brien
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The Contact Centre & Customer Services Summit takes place in just two weeks’ time and delegate places are nearly all gone – register to secure your meetings with leading industry suppliers…

Date: 29th – 30th April

Venue: London Heathrow Airport

Clicke Here To Register

Your pass is completely free, and includes:

  • A personalised 1-2-1 itinerary of meetings with suppliers
  • Informal networking.
  • Lunch & refreshments throughout.
  • Attendance to our educational seminar programme.
  • Overnight accommodation.
  • A 3-course dinner with entertainment

There are only 3 delegate places remaining! – BOOK HERE

To find out more, please contact us here.

AUTOMATED CUSTOMER SATISFACTION: Turning Frowns Upside Down – How to address complaints

 960 640 Stuart O'Brien
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Automated Customer Satisfaction (ACS) systems are a boon for businesses, offering valuable insights into customer experience. But what happens when those insights reveal unhappy customers? Here are some best practices, hints, and tips for dealing with customer complaints as part of an automated customer satisfaction system…

Prioritise Alerts: Set your ACS system to flag negative responses and complaints. This ensures prompt attention is given to dissatisfied customers before frustrations escalate.

Multiple Channels for Follow-Up: Offer customers the option to choose their preferred method of further communication. This could be a phone call, email, live chat with a representative, or even a social media message.

Personalise the Response: Avoid generic template replies. Acknowledge the specific complaint within the response and demonstrate empathy for the customer’s frustration.

Empower Your Team: Equip your customer service team with the authority to offer solutions and resolve complaints within the automated system, where possible. This reduces the need for customers to repeat their concerns and streamlines complaint resolution.

Transparency is Key: Be upfront with customers about the complaint resolution process. Outline the timeframe for a response and any next steps they can expect.

Offer Options: Sometimes a simple apology and explanation may suffice. However, for more complex issues, offer the customer a few options for resolution. This displays a willingness to find a solution that works for them.

Leverage Positive Reinforcement: Once a complaint is resolved, send a follow-up survey to gauge the customer’s satisfaction with the resolution process. This demonstrates a commitment to improvement and allows you to identify areas where further training for your team might be needed.

Learning from Complaints: Compile and analyse customer complaints within your ACS system. Identify common themes and use them to address systemic issues within your business. Regularly review complaints to identify areas for improvement across different departments.

Integration with CRM Systems: Consider integrating your ACS system with your Customer Relationship Management (CRM) system. This allows for a more holistic view of the customer’s experience and enables your team to tailor future interactions accordingly.

Embrace the Power of Automation: Automated systems can send pre-written emails offering solutions to frequently encountered complaints. However, ensure these emails are well-crafted and personalised, highlighting the human element behind the automation.

Remember: Customer complaints present an opportunity to learn and improve. By implementing these best practices and tips within your ACS system, you can turn frowns upside down, build stronger customer relationships, and ultimately foster brand loyalty.

Are you searching for Automated Customer Satisfaction solutions for your organisation? The Contact Centre Summit can help!

Photo by Ryan Franco on Unsplash

AUTOMATED CUSTOMER SATISFACTION: How to create the perfect survey

 960 640 Stuart O'Brien
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Automated Customer Satisfaction (ACS) surveys offer a convenient way to collect real-time insights, helping businesses improve their offerings and build stronger customer relationships. But crafting an effective ACS survey requires careful planning and attention to detail. Here are some best practices, hints, and tips to ensure your automated surveys yield valuable results…

Keep it Short & Sweet: Attention spans are short, so brevity is key. Aim for 3-5 questions, focusing on the most critical aspects of the customer experience. Prioritise clear, concise language that’s easy to understand.

Timing is Everything: Don’t bombard customers with surveys immediately after a frustrating interaction. Consider a short delay to allow emotions to settle, or target specific points in the customer journey for feedback.

Variety is the Spice of Life: Mix up your question types. While multiple-choice options and rating scales are efficient, consider including one open-ended question to gather more nuanced feedback.

Embrace the Power of Positive Reinforcement: Start with a positive question, thanking the customer for their time and feedback. This sets a welcoming tone and encourages thoughtful responses.

Offer Multiple Response Channels: Provide flexibility for customers who prefer different communication styles. Consider offering the survey via email, SMS, in-app pop-ups, or even IVR prompts.

Make it Mobile-Friendly: With the rise of mobile usage, ensure your survey is optimized for smartphones and tablets. This allows customers to complete the survey on the go, maximizing your response rate.

Personalisation Goes a Long Way: If possible, personalise the survey greeting by addressing the customer by name and referencing their recent interaction (e.g., “Thank you for your recent purchase of…” ).

Incentivise Participation (Optional): Consider offering a small incentive, such as a discount code or entry into a prize draw, to encourage participation. However, avoid making the incentive the sole motivation for feedback.

Close the Loop: Demonstrate that you value feedback by letting customers know how you’ll use their responses. Briefly explain how their input will contribute to improving the customer experience.

Test and Refine: Don’t just launch and forget. Regularly test your survey with a sample audience and analyse the response rate and data quality. Refine your questions and approach based on your findings.

Remember: An effective ACS survey is a conversation starter, not an interrogation. By following these best practices and tips, you can create surveys that are engaging, informative, and ultimately, help you build a more customer-centric business.

Are you searching for Automated Customer Satisfaction solutions for your organisation? The Contact Centre Summit can help!

Photo by Shubham Dhage on Unsplash