Why utilities need to turn up the heat on customer experience
Industries like retailers, travel operators and bankers are already a decade into their digital transformation, however some industry sectors are only at the start of their multi-channel online journey.
Utilities in particular are under pressure. Forced to respond to green energy entrants, deregulation, and evolving consumer demands of mobile apps and social media, both competitive retail, and traditionally regulated environments, have admirable digital ambitions. However, these ambitions are not yet met with significant Customer Experience (CX) investment and strategy.
Why a Virtual Agent is the must-have catalyst for enterprise business transformation
So, what’s the deal with Virtual Agents?
Virtual Agents are not only upping the personalisation stakes. The hybrid approach of blending AI with human support enables contact centre agents to focus on complex customer queries and transactions requiring an emotive connection. A Virtual Agent/AI-powered chatbot, when deployed correctly, with a set of specific goals, can generate leads, increase sales, and grow a business in a big way, switching on an entire additional support channel, and this is only the beginning!
Don’t go breaking their hearts, digital customer service for the retail sector
Are customers falling out of love with your brand in two clicks?
In our own lives, we appreciate that we cannot expect close relationships, family relations, or a marriage to survive and flourish if we don’t put time and effort into maintaining it. A business’s relationships with its customers is no different.
The customer journey map has many touch points, but the C’X’ that marks the spot is ‘first contact resolution’, which is why contact centres should shift their focus from average call handling times to develop strong online customer service strategies across multiple channels.
Virtual Agents – To bot or not?
AI software can play a powerful role when engaging with customers online.
Every few years we eagerly anticipate the next big thing in the realm of Artificial Intelligence. But like computing, it’s hard to distinguish between classifications for AI, sometimes referred to as machine intelligence, machine learning, deep learning, or cognitive learning.
There are lots of questions about how Virtual Agent, Chatbot, Intelligent Virtual Agent, Virtual Assistant, Personal Virtual Assistant, or Conversational Bot technology could enhance your online customer service
experience and if intelligent assistance will replace the contact centre.