West conducted “Champion Challenger” testing to guide a leading financial services company in capitalizing on two key opportunities to increase customer self-service.
In the realm of customer experience, communication is everything. But in the digital age, the volume of available communication channels is growing exponentially – leaving brands to navigate consumers’ rapidly changing preferences.
West surveyed more than 500 U.S. consumers to understand how they define high quality CX, gauge how communication preferences shift across self-service and proactive interactions, and identify which industries are leading and lagging in CX delivery. Take away some critical insights for your business:
Business analytics and specifically, machine learning, are turning the proverbial “dating” game between businesses and consumers on its head. So what steps can your brand take to stay ahead?
When emergency situations threaten the livelihood of populations at large, companies across the U.S. count on West’s ongoing consultation to deliver timely and reliable communications to their customers.
Although Directed Dialog and Natural Language applications are both powerful speech solutions, they are not interchangeable. This quick guide will teach you how to distinguish between them…
Used strategically, NL is a major tool in one’s IVR design arsenal that can decrease call duration, improve call containment and more accurately route customers. Conversely, it can be a waste of company time and energy without proper forethought.
Speech-enabled automation can make a brand’s overall customer experience ecosystem more effective, but only if the technology is applied strategically. Understand what goes into making a speech application succeed from Day One and beyond.
Your customers don’t sit still and neither should your IVR. Work with a strategic partner to optimize your IVR system regularly and drive an efficient and effective customer experience that evolves with your customers.
By leaning on the consultation of an experienced IVR partner, you can more easily identify the gaps in your current customer experience and select the speech applications that best address them – minimizing project risk and maximizing ROI.
As the phone call remains a clear communication staple for customers in every industry, many brands are turning to speech. But the sophisticated nature of automated voice solutions requires that companies stop and develop a game plan before implementation.