Take it from ADT: There’s no place like your contact center. There’s no place like your contact center. There’s no place like your contact center.
Customer care used to be housed in a physical facility, but a relatively recent whirlwind of the latest-and-greatest modes of communication has made the bricks-and-mortar contact center far less commonplace. It’s the perfect storm for multi-channel mayhem…
Customers don’t just dial in for customer service; they use text messaging, mobile apps, voice and Web platforms at once. From their fitness trackers to Twitter to live chat, users expect the brands to know them, understand them, preempt their challenges and still protect their privacy. Thus, brands are challenged to not only manage communication across multiple platforms, but also create context among them.
Take air travel, for example: You get an SMS alert that your flight from Tucson back home to Topeka is delayed. You reply, “What can I do?” and get no response. As you wait in the long line for a rep, you ring up the toll-free customer service line. You spend two minutes navigating the IVR to change flights, and then another 10 minutes explaining the same mess to the agent. Two hours later, still waiting for your rebooking confirmation, you get an email asking you to fill out a post-flight survey. Each channel is clearly disparate and, needless to say, you’ll think twice about your choice of airline next time.
We’re definitely not in contact center Kansas anymore. According to Gartner, “customer experience innovation remains the secret to lasting brand loyalty.”
Consumers’ need for easy, fast and personal self-service is tough to satisfy without ongoing strategic consideration for and investment in the customer experience. Brands must get to know their users, and break down internal silos to narrow the gap between the experience they’re having and the one they expect.
Cloud-based solutions make remote agent environments feasible; channel integration easier; predictive intent possible; and continuous improvements more accessible and affordable. Predictive analytics, user-experience design and WOZ (fittingly, “Wizard of Oz”) testing can make all the difference.
Some brands are doing a great job streamlining data and interaction to enhance the customer experience – and realizing substantial ROI, as a result. One such company is ADT, a leader home security and automation products for 6.4 million U.S. households.
Join SVP Dan Gordon at a webcast with ADT’s Chris Toon on Tuesday, April 21st at 12pmCDT, presented by Execs in the Know. We’ll discuss what West’s communication solutions have done for ADT’s customer experience; and share tips to get you started.
If you only had the secret to the ultimate connected customer experience, right? Here’s one thing that’s even easier than clicking your heels together three times: Click here to register for next Tuesday’s webcast or have the recording sent straight to your inbox.