Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events

Posts Tagged :

Personalisation

WEBINAR: Hyper-personalisation in financial services

 960 640 Stuart O'Brien
By:
0

21.05.2021

12:00 – 13:00 BST / 13:00 – 14:00 CET

Click Here To Register

Technology is changing the way people manage their money. Fintechs are disrupting the market with innovative new services that have raised the bar for seamless digital banking, accounting and insurance. But incumbent firms are now keeping pace, undergoing ambitious digital transformations in a rapid bid to retain customers.

In this highly competitive market, customer service has become the key differentiator. Customers are choosing the firms that can put their needs front and centre, who understand what they want and can tailor their products and support to match.

In Puzzel’s upcoming webinar, discover how you can transform your customer service and deliver hyper-personalised support with the latest CCaaS technology. Quick to set-up and easy to deploy, a cloud contact centre solution can help you capture the right customer data and leverage AI to deliver standout service without placing any extra strain on your agents.

Click Here To Register

How hyper-personalised content is changing customer communication

 960 640 Stuart O'Brien
By:
0

By Michael Wright, CEO, Striata 

A raft of new technologies, many of which are easily integrated into existing channels, are changing the way organisations communicate with their customers. 

Chatbots, voice integration, and dynamic (, amongst others are at the forefront of this evolution. But organisations cannot simply implement these technologies and expect dramatic improvements in their customer communication efforts. 

Instead, they have to ensure that any new technologies are utilised in line with the broader goals of customer communication; that is, making communication as valuable to the customer as possible.   

To read the full article, click here.

How hyper personalisation can unlock the seamless customer experience

 960 640 Stuart O'Brien
By:
0

Companies failing to provide a hyper personalised experience for their customers will quickly find themselves losing business, argues Matthew Chadd, Senior Project Director at Content Guru.

More than two thirds of companies now compete on the basis of customer experience. Customer service is the competitive differentiator, and it is essential now more than ever to maintain brand loyalty and meet business goals. Companies can face losing customers if they don’t keep up with the ever-increasing standard of service expected of them.

Delivering superior service is particularly challenging during spikes in the volume of customer contact. Human agents on their own cannot manage these peaks, let alone deliver a consistent and personalised customer experience. Long call queues and fragmented customer engagement lead to disappointed customers, reputational damage and ultimately financial losses. 

Why does hyper personalisation matter? 

Hyper personalisationis a way for companies to provide a bespoke customer service by using real-time behavioural data from multiple channels to react to consumer decisions and tailor the experience appropriately.

Although many businesses hold a wealth of data, they often lack the tools to use it to provide a tailored customer experience. Artificial intelligence (AI) and intelligent automation technologies can revolutionise the way businesses use data to deliver hyper personalisation across all interfaces and channels.

An example of this is where utility companies use a phone number to identify which customer is contacting them and the location of their property. If there is an outage in their area, they are directed to an Interactive Voice Response (IVR) recording which provides them with instant access to information about the situation. The customer’s enquiry is answered automatically, leaving human agents to focus on dealing with more complex customer queries.

Hyper personalisation requires deep integration

To deliver the best results, AI-driven hyper personalisation requires integrated front-end and back-end IT systems. Businesses often hold customer data across multiple channels and systems. If these systems remain disparate, organisations end up with data siloes and miss out on invaluable insights which can improve customer service. Deep integration means that data can be processed and leveraged to personalise the customer experience throughout every interaction. 

For example, a life insurance company holding records of past customer interactions in its back-end systems will see that a customer calling in might have recently lost a family member. This information will be fed into the front-end with prompts during a customer call. A human agent handling the query will be encouraged to express condolences and demonstrate empathy to help build a relationship.

A blended approach to contact centre transformation

While technology is the driving force behind hyper personalisation, the role of human agents cannot be overlooked. The success of a hyper personalisation strategy relies on a blended approach that maximises the potential of both IT and the human touch.  For instance, sentiment analysis can detect if a person is getting agitated or angry with the machine agent and route the call to a human agent that has specialised skills to deal with calls of that nature. 

AI-driven hyper personalisation enables companies to meet customer demand for a seamless, consistent experience. In order to achieve this successfully, the technology must be deeply integrated into an organisation’s existing data, and function as an extension of the human agent. A blended approach to hyper personalisation is a key ingredient for enhanced customer service. Failing to achieve a personalised experience can cost a business its edge – don’t get left behind. 

Forum Insight: 5 top tips to successfully closing big money deals…

 800 450 Jack Wynn
By:
0

There are a number of viable reasons as to why decision-makers across a broad range of sectors ultimately lose out on big money deals; many overlooking the simplest of techniques that can either make or break a business relationship. Here, we break down the fundamental tips to help you sell your services…

  1. Let the client do the talking

Inevitably, to provide the very best service for your existing and potential client base, it’s crucial to find out exactly what the client is looking for. Don’t be afraid to ask as many questions as you can to hone in on what their needs are. By asking questions, not only will this benefit your end by acquiring a better understanding; however, the client will also feel they are being productive and part of the solution.

  1. Personalisation goes a long way 

    Remember that clients say things for a reason. If they volunteer that they can’t talk right now because they are getting ready for a social event taking place on a Saturday; on your follow up call, ask them casually how the event went. Although you shouldn’t pry or send a gift, by casually asking about the event, you show that you pay attention to details. Knowing how successful the party was will prepare you on how to approach the conversation.3. Be enthusiastic

Your client feels passionate about what they do, and if you show that you are passionate and enthusiastic about providing them the solution they want, you’ll get the client on board. An enthusiastic attitude is sure to open many doors for you.

 

  1. Play it simple 

    Speak to them on their level, not yours. Keep the conversation simple and get straight to the point. If your client understands what you can do for them, they are more likely to hire you. If you try and dazzle them with industry speak, you’ll lose them, and lose the contract. You may find that if you are speaking to a perspective client on the phone, stand up. For many people, standing makes them get straight to the point.

  2. When should we get started?

A straightforward ‘yes’ or ‘no hinges on far more than just the specific closing sentence or question, reps often struggle with wording their deal denouements. Does this sound too pushy? Too weak? Should they ask a question, or use a statement instead? But just like there’s more than one way to peel an orange, there are several strong ways to close a deal.