Why Chatbots Should Be A Banks’ Next Best Investment

Navigating through the World of Banking Policies can be a daunting experience to many if one is unfamiliar. Sometimes, the word ‘intimidation’ might even pop up in mind when speaking to the person at the counter. To the mass population, a bank is where one draws their’ salary, and transfers the sum for necessary or unnecessary expenditure, proceeding to save a little till the end of the month, only to repeat its cycle once again.

The banking industry has always been niche when it comes to competitors’ banks. Wouldn’t one say, two’s a crowd? Now, with the rise of disruptive technology and introduction to the world of Fintech, it opens more leeway for new competitors to establish themselves within Malaysia’s finance and investment industry. Vying for investments from the crème de la crème of society is of course every bank’s goal. Top-notch customer service and personalized experience without flaw are given with just a single phone call to the Premier Relationship Manager. On the other hand, large Multinational Corporations are usually set to support the few internationally owned banks agreed upon at the Head-quarter stage.

From a layman’s perspective, all the more Banks should never abandon the masses, where their knowledge and utilization of a bank’s facility have yet to be explored. The masses include SMEs who make up almost 40% of Malaysia’s economy. It’s like a vast ocean of green grass opportunities, awaiting to be educated on your bank’s many products and services!

But the question is how are the banks reaching the masses? Getting the word out, making the connection, ensuring the public understands what are your bank offerings. Yes, the traditional way is through independent financial agencies. But is that effective enough? Is the net of using agencies sufficient in netting that profit or growth?

Approaching the new year 2023, here are 4 Reasons Why Chatbots Should Be A Banks’ Best Investment now.

1. Improving First Touch, Leaving Lasting Impressions

Chatbots are tiny miracles working forever, willing to serve 24 hours. Yes, no doubt banks have introduced the 24 hours banking services and have never looked back since.

Take the logical next step in empowering a Chatbot to function as the First-Base 24-Hour Customer Service contact. Be it a simple transaction to a slightly more complex one, empower your customer to reach out to you anytime, anywhere with a touch of a button.

Not required to login, per se should there be a question that comes to mind at a moment’s notice. Where Customers can get consistently accurate answers to a product or services within the bank. Once the information is confirmed, then perhaps only when the customer has adequate time, to then login and perform that transaction safely and securely.

It can also limit fraudulent cases, where customers reach out, get connected to either a live agent or get connected through voice (Outbound Call).

This would be welcomed by Customers! As there is a response, a brand presence in mind is subconsciously created. Chatbots always improve Customer experience, foster loyalty, and lift the overall operational metrics.

2. Multiple Interaction Channels in Contact Centres

In Malaysia, apart from Head Quarters, many bank branches have only a limited number of desks to cope with the demand of walk-in customers. It has always been a problem for ages before. No matter, how many new branches have been opened.

The Relationship Manager in charge can only service one person at one time. Causing further delay at peak times. Yes, the situation has improved much, but there are vast grounds to improve.

With Accordia Chatbot, it can be integrated. Enabling agents the opportunity to interact across multiple channels in the Contact Centres. Saving time on mundane repetitive tasks. How? Reaching out through Social Media platforms is a no-brainer. At the same time, level-up by integrating your Social Media platform with Accordia’s Omnichannel platform, or even engaging a third-party sales solution for a more wholistic approach. Allowing us to focus more on building relationships with current and new clients.

3. Throw Your Net Wider To Catch More Opportunities

Upon strengthening your Customers’ trust in Chatbots, and seeing your Customer Service response time and feedback improve, it’s time to let the automation run its course.

Take exploring the usage of chatbots to another level, where now web-based Chatbots are able to help Upsell or even Cross-sell products, and services driving additional revenue.

Through Chatbots or even WhatsApp bots, there are ways to use the data that has been conducted to study and target the right product and services at the right time. An amazing CRM Tool, where its features can be tuned to personalization such as language setting and at the same time being in-tune with customer preferences.

The Relationship can then perhaps be monitored, and answering multiple windows at go is also made possible.

4. Scalable & Flexible

Designed not only to suit your immediate needs, but able to be expanded once the needs have been met is the key to why Chatbots and WhatsApp bots are both scalable and flexible.

Chatbots’ function is certainly not limited to Customer Experience (CX), another role that it can play within the organization is Employee Experience (EX), it can also be used as an Internal communication tool. One can start with the basic three (3) types of uses when it comes to internal usage for your banks.

The Human Resource department is able to utilize the chatbot to get messages across in a shorter span of time. Seeing as how banks have many branches. Or a friendly way for employees to approach and ask questions.

Expediting approval processes is a useful option to ponder. Approval of credit cards, vehicle loans, and even investment loans perhaps assists with expediting the process flow.

Last but not least, Accordia Solutions has established itself within South East Asia (SEA). Hence, rest assured we are anchored locally base office here in Malaysia, but have a presence around the SEA region. Thus being able to provide localized support, particularly in Indonesia, the Philippines, Singapore, and Nigeria.

You will be updated from time to time on the performance of the team. Not forgetting after-sales service with support maintenance, analytics and reports can be obtained easily. As it’s crucial for your business operation to run smoothly and efficiently, guaranteeing customer satisfaction and sustain brand loyalty.

Know of someone in the Finance and Banking Industry which requires this solution? Connect with us today for a Demo.

Customer support is a common term in many biz organizations. A support team is a group of people who provide help when customers have trouble with a company’s products or services. They ensure customers are successful in solving the issues they encounter.

With the help of a chatbot, you are engaging in a dialogue with customers. Bots that are built with the intervention of human touch make them more responsive, agile and adaptive. Are you leveraging chatbots in customer support? If you haven’t, here are 3 brilliant reasons you should.

1. Onboarding And HR Queries
When your new employees join your organisation, they would expect to get support from the HR department. Often the onboarding process means days or weeks of training in the basics of their job and an introduction to HR procedures and processes.

Just imagine, instead of pushing information via apps, you have a very helpful assistant who could guide them through the training and the need to respond to their questions such as expense requests, how to order IT equipment and other tasks. With the bot, the new employee digests information easier and faster.

2. Real-time Support
Even in the connectivity era, information isn’t accessible. Even if your employees are offsite or not available at their desks, the bots can help answer your customer’s queries from time to time. And, the customers will find it convenient to perform the required tasks or obtain information from wherever they are and whenever they want. This is what we call real-time support.

3. Changing The Way We Interact And Collaborate.
With an ever-omnipresent chatbot, more interactions take place and encourage collaborative working practices. By allowing information to be shared efficiently and effectively, more customers find it easier to interact with your employees and vice versa. It shows how advanced tech can be and the dynamic interaction that can occur in the future.

Customers use to visit shops and stores to buy their preferred products or services but this time around, customers opt to get information within seconds and do online purchases. A recent study by Statista2 reveals that 33% of customers find chatbots very effective at resolving their issues. You don’t have to do much for chatbots. They can easily live in existing platforms and systems and the best part is you don’t have to replace your existing technology.

Embrace the opportunities presented by the chatbots so that you have more control over processes and interact the way your customers prefer. If the above relates and resonates with you, feel free to explore our chatbot solution today.

I WANT THAT

If your e-commerce store has been in the biz network for a long time, you would have known that creating a killer product isn’t enough. The products you create have a huge impact on the future success of your business.

Imagine this, you go to your favourite store of clothes, and accessories and then you want to pick the product you require but the future e-commerce is different. You no longer need to walk into a store but check out a brand’s promotions, new offerings and services online through its website or with omnichannel assistance.

The question is, how do you create an effortless digital e-commerce Customer Experience? Businesses can truly enjoy visitors converting to buyers only if they choose to improve e-commerce CX following these 3 brilliant steps. Let’s discover this further.

1. Make customers happy
Most businesses understand that to retain customers, they need to work hard to provide a frictionless and effortless customer service experience for existing and potential buyers. After all, good customer service and after-sales are greater when a customer enjoys the experience while shopping at your online store and then talks about your offers to their friends and family.

2. Be omnipresent
With various choices on the internet, customers are spoiled and you need to ensure the right channels cater to their current demands and needs. Their arising needs for the current era means you have to reach them in seconds via social channels or messaging platforms. For instance, most customers like to utilize Facebook or Instagram direct messaging to interact with their favourite brands.
It is so easy and convenient for them to find products online through social media platforms and some even find the shopping cart an easy way to pick interesting products for future purchases.

3. Providing good customer service, support and after-sales experience.
The first thing that customers see is your e-commerce website. Is it appealing enough? Do they come back to search for more of your offerings? These are the questions you need to find answers. Most customers who go through your e-commerce website find it amusing when the web page and the content don’t load properly or when they don’t find it easy to search for a product on your site.

When your website is easy to read and navigate, customers will be happy and look forward to visiting your website even more often. The e-commerce world is filled with many options to choose from and if you don’t want to be a choice to your customers, then you need to upgrade your service levels. Shopify research shows that 53% of retailers are investing in tools that allow them to sell anywhere. This clearly shows a huge shift in customer behaviour, especially between physical and digital e-commerce.
Providing efficient support with an effective omnichannel strategy is the way forward. It helps your employee interactions with customers run smoothly and also for customers to stay with your brand for longer period of time. Customer loyalty shows how successful your digital e-commerce CX is. Discover how Accordia Omni can help your e-commerce business convert web visitors to loyal customers and enhance the Customer Experience.

I WANT THAT

How Omnichannel Boosts SMEs Customer Service? Pain points Vs. Solutions for SMEs

SMEs play an important role here in Malaysia, making up for 97.2% of the total business demographic locally. Generating a strong growth of 38.2% GDP, this growth allows employment opportunities for 7.3 Million people here in Malaysia.

The government has in its role encouraged the growth of SMEs by providing a competitive financing ecosystem through diversified funding options, in order to enable Malaysian SMEs to have easier access to the funding required in order to meet their needs at different stages for continued growth. Source: OECD ilibrary.

As an entrepreneur the business by which you have started, seeing it grow sustainably with a measure of profits today is born out of passion, blood, many sleepless nights and much perseverance. At this point of time, every customer is precious as SMEs do not have the luxury of losing even one customer per se. Business sales by volume is not yet on your side and would be where you are looking to expand further.

Hence, wouldn’t it be wise to then ensure the next investment for the company’s structure be a long-term beneficial one instead of engaging only band aid solutions?

We can’t deny the stages of SMEs growth are plagued with pain points especially in the customer support area, let us address these points and how Accordia’s Omnichannel customer service solution can help with the acceleration of business process flow.

SMEs Pain Points Vs. Solutions:

⚡ Pain Point 1: High Turn Over Talent, and Countering Employee Burnout

Human capital is vital to a company’s growth. Working ethics have changed greatly over the years. The Millennials that many start-up companies hire will most probably not have the same loyalty as employees of the older generations.

Many companies do experience high talent turn-over, poached either by higher pay package or better company benefits. At this point of time, many SMEs businesses cannot afford its employees. Not discounting those who are loyal to your company, but are in the danger of facing a burnout. That’s where Accordia Voice comes into play.

✔ Solution 1: Accordia Voice

Accordia Voice is a channel contact centre which can be subscribed to by Cloud or even On-Premise. A telephony software system that allows for more personal and productive phone support conversations. The system allows for your customer to reach you at any time, with a response. Hence, freeing your employee to manage more tasks efficiently and helping you save cost in Human Capital by hiring only the right talents for a more complex role.

Another point to note, is that the system allows for routing calls to agents or a customer representative equipped with specific skill sets. This is to ensure your customer has a better experience with skill-based routing services as some agents speak different languages, comprehensive product knowledge, and skill sets. Relevant to SMEs especially those with niche market within Malaysia.

Allowing for a more unified greeting and answers to your fellow customers. Maintaining your company’s brand standards.

“One machine can do the work of fifty ordinary men. No machine can do the work of one extraordinary man.” – Elbert Hubbard

⚡ Pain Point 2: Marketing on a Budget

It can’t be denied marketing is currently, and will be the tool to grow your company’s brand and raise awareness. If it’s not important, why then do established brands continue to pour-in millions in marketing strategy.

Having said that, the key word is “more funds”. As the business has currently reached a level where a minimum volume of sales have reached to sustain the basic operations but needs to grow more in order to expand further. The next step would then be investment in Marketing. However, most SMEs rely on running marketing campaigns with a tight budget using Social Media as the first choice of Marketing Tool. With a tight budget in marketing, every campaign counts.

How then would you address the support of customer service when the campaign is a success? Will you have the manpower to net every inquiry turning those into confirmed sales?

✔ Solution 2: Combining Accordia Chat + Accordia Social

Killing two birds or more with one stone strategy. These are tools which allow you to support by boosting customers confidence and cementing customer loyalty. Accordia Chatbots ,with live chat intervention on an omnichannel strategy is where you can reach-out to customers instantly.

Accordia Social covers channels on Facebook Messenger, WhatsApp (WhatsApp Bot), Twitter, Instagram Message, and more. With the right personalization of customer engagement to upsell and cross-sell, it will help increase reach, conversions, boost sales, and ultimately revenues.

Allowing you to capitalize on Social Commerce in an effective way for your growing business.

⚡ Pain Point 3: The Limitation of Funds

With limited funds, planning the distribution of these funds in order to ensure operation runs smoothly at the same time generating profits is not an easy task for SMEs. Hence, making the right technological investment choice for your companies future is vital. At this point of time, you have moved past the band-aid type solutions for your company. Unlike when you first started the business.

It’s about sustainable investments for the next 5 to 10 years and beyond. You would want a technology provider as a partner who is reachable, reliable and with track records.

✔ Solution 3: Technological Investment – Accordia Desk

A sound investment, Accordia Desk presents a 360° view of your customer by integrating with any CRM via Accordia CTI as a bridge, our forte. We offer support from Malaysia, South East Asia as well as countries like Nigeria. Should you have plans to expand to these countries, rest assured we are able to offer support. Choose from the many choices of the best CRM solutions provider both locally and internationally-known.

Helping your supervisors to manage the team and customers expectations all within the same sphere. With the help of an omnichannel helpdesk ticketing system, you’re able to get better customer insights, such as customer demographic, the best selling products, the peak sales and more. With these details, you can plan for a more targeted campaign for the right demographic and personalize these product offerings.

It also helps to extract the right data with Smart Analytics and Reports. Monitor all channels in one place to achieve better business’s KPIs and performance. View analytics and data such as chat volumes, SLA status, user engagement, and more on a single dashboard to gain better customer insights for future product and services planning.

Why allow these pain points to hinder your business growth? Gearing up now for the future is a wise choice to make. Speak to us today.

Everything You Need to Know: Omnichannel 2023

Studies conducted by ReportLinker show that “Global Retail Omni-Channel Commerce Platform Market” is set to reach USD 14.6 Billion by 2026. The US being the leading market to adopt the technology, followed closely by Europe, and it seemed Asia has been the slowest to adopt. However, the pandemic has accelerated the introduction and the idea of a full adoption of Omni-Channel Commerce Platform in these parts of the world, particularly here in Malaysia.

Despite its’ acceleration, and the proof of consumers purchasing through the rise in Social Commerce especially for SMEs, many local businesses are hesitant to integrate the technology in a full scale-holistic manner. What are the concerns?

It seemed the headwind faced by local businesses in adopting the technology fully are the major concerns of the investment size, or perhaps the lack of understanding on how Omni-Channel Platforms work, therefore dismissing the importance of what this very crucial investment entails.

Just as the English Proverb Quotes, “Time and Tide Waits for No Man” is the stark truth. Why should your business be the last to adopt this technology while losing out to capitalize on sales? With an anchor here in Malaysia, rest assured support is reachable with a local office.

The beauty of Omnichannel solution is that it can be deployed either by Cloud, whereby it’s hosted and managed by cloud contact centre solution on a subscription basis, or On-Premise which is fully owned and operated. Both are customizable solutions to an extent.

Deep diving a little into the world of Accordia Omni, an all-in-one easy to navigate Omnichannel Platform through Accordia Voice, Chat, Desk and Social. Breaking it down for you.

>> Accordia Voice • A telephony software system phone supporting conversations.

Evolving from managing traditional in-bound and out-bound calls separately, this system does exactly what you had in mind when you made the decision to upgrade the current one to a new telephony system for your company.

An advanced telephony software system that allows for more personal and productive phone support conversations. “Meaningful conversations and time saved” are the keywords that your customers will take away, upon adoption of this system.

How does it work? With an Integrated Voice Response, customers are able to reach out and receive a response to their questions day or night. As the system provides 24/7 interactive voice response solution that gives the option for your call centers to automate services and transactions that typically require assistance from live customer service representatives, via voice commands or touch tone key selection. Examples of scheduling of appointments after working hours, or even the simple task of tracking balance of payment for your customers leading to better collection in outstanding funds for your company.

More plus points are being more cost effective in the long run leading to better return of investments (ROI), personalizing messages, and gaining brand loyalty through superior customer service.

>> Accordia Chatbots, Live Chat & Social • A must in Riding the wave of Social Commerce

Make it a requirement to have Chatbots, WhatsApp-chatbots and Social Media reach, this would allow your business to scale to greater heights. A natural lead generator besides being a customer service engagement tool.

With one interface, the reach to customers would be instant via these messaging channels, connecting through web and voice in a single platform. Doing away with the need to switch from multiple channels just to fulfill the customers queries. More accurate information is provided. Again it helps automate your frontline support with consistent instant responses, and the beauty of multilingual chatbots especially for local markets. Escalating more complex queries to live agents when needed.

Capitalize on customers in real-time with automated marketing content, promotions, reminders or alerts. Accordia Social covers channels on Facebook Messenger, WhatsApp, Twitter, Instagram Message, and more. With the right personalization of customer engagement to upsell and cross-sell, it will help increase reach, conversions, boost sales, and ultimately revenues.

A survey study conducted by Accenture finds that shopping on Social Media platforms is expected to reach $1.2 Trillion globally by 2025. Predicting drivers for this growth would be Gen Z and Millennial accounting for 62% of global social commerce.

>> Accordia Desk • Automated Ticketing System and more

An automated ticketing system that empowers your customer service to offer omnichannel support and enables various CRM integration ensuring quality interactions with your customers in a more personalized manner.

Having one CRM system and not the other, is what most companies are facing. But why then is there a slower growth as compared to companies in the US, in engaging CRM services? The reluctance in engaging with a CRM company that is not locally based might be one of the reasons. With Accordia, we have a physical presence here in Malaysia, and a dedicated team of sales associates to take care of you.

Presenting a 360° view of your customer by integrating with any CRM via Accordia CTI bridge would be our forte. Helping your supervisors to manage the team and customers expectations all within the same sphere. With the help of an omnichannel helpdesk ticketing system, it can also cut down on repetitive work and shift focus of your agent’s time to more productive tasks.

It also helps to extract the right data with Smart Analytics and Reports. Monitor all channels in one place to achieve better business’s KPIs and performance. View analytics and data such as chat volumes, SLA status, user engagement, and more on a single dashboard to gain better customer insights for future product and services planning.

As we have entered the last quarter of 2022, a decision must be made for your company’s future. Speak to our specialist, where we can help you to understand your customers better in achieving seamless communication and unified customer journeys.

How Does Chatbots Help the Logistic Industry Acquire New Customers?

“Keep your Sales Pipeline full by Prospecting continuously. Always have more people to see than you have time to see them.” Quote by Brian Tracy, Author & motivational speaker with over 80 books.

A Chatbot is not only a bot that acts as the first line of defence on your communication channels. They are THE perfect ambassadors in promoting your company’s new products and offering. A natural “Lead Generator”.

In fact, engaging Chatbot services does not have to be limited to the preliminaries of answering customers FAQ, so much more can be done with a platform such as this.

Studies have proven, the journey is half won when potential customers seek help at your doorstep. As compared to scouting for entirely new customers through means of market place activities. Which may take time to be proven in terms of effectiveness of the marketing strategy.

Here are some ways on how Chatbots are able to help convert inquiries into sales!

1. Build Your Customers Trust

Customers expect 24-hour service for an instant response. Researchers have stated by 2025, AI is at the forefront of 95% customer interactions whereby live telephone and online conversations will be seamlessly connected. Therefore CHATBOT & LIVE CHAT FOR CUSTOMER SUPPORT is the first step.

As business owners, customer service managers, more so for IT managers in the Logistics industry, the involvement of this technology is especially critical to your business. The Chatbot is able to provide accurate information and is able to respond within the 24 hours clock, seven (7) days a week giving assurance to your customers.

Of course the backend Tracking process is enabled by Accordia Desk. Another great Ticketing tool for the management.

After all, building customers’ trust by ensuring accurate information is provided for in-regards to their parcel, journeying on the “Last Mile Delivery ” is extremely important in ensuring their loyalty to use your services on their next delivery.

2. You Have A Captured Audience

With the trust built by that single successful delivery, it then leads to the next step of sharing information or educating your customers. With personalization your patients will be able to experience the full service down to the very last detail of their history of checking in, or even what questions they inquired the last time.

Subconsciously your customers are experiencing brand recall exercises. Each and every time as they reach out to the Chatbot and receive a response, a Marketing opportunity arises.

In-directly or directly through a Chatbot, you have a captured THE audience at your fingertips! These chats are able to help to upsell, cross-sell, and it can increase reach by disbursing information about your hospital and the current services covering the 4P’s (product, price, place, promotion). What more can a Marketing or Sales Manager ask for?

3. Link-Up the “Last Mile” with an actual agent via LIVE CHAT – Close The Deal!

With a captured audience, you can then convert these inquiries into potential sales leads that ultimately grow your revenue. The next step is how can you Close The Deal?

When the fish has bitten the bait, that is the right time to link the customer to a Live agent through Live chat. A follow-up to a marketing campaign planned before. This can be done by offering instant response to the queries or promotions on a more personalized note.

Simply put, the best solution marries the best of both worlds. Where your team can utilize Accordia’s conversational bot, linking seamlessly to live chat. Whereby your agents can then upsell at a higher price point or cross-selling with your other services or products.

Opportunity in penetrating new accounts right at your fingertips. Chat is the gateway for new customer acquisition and business expansion opportunities with larger accounts and with existing clients.

Should you like to find out more on the versatility of Chatbots, Live Chat and WhatsApp Bot, click on this LINK and our experts will be more than glad to walk you through.

A Beginners Guide to Chatbot for Healthcare Services

” Eliza, the first chatterbot ever coded, was then invented in 1966 by Joseph Weizenbaum. ”

Amazing when one comes to think about the timeline, from the first ever chatbot created and three (3) years’ later, Malaysia achieved her “Merdeka” in the year 1963. Giving a healthy dose of perspective of the amazing ways how technologies have evolved thus far. Fast forward today in Malaysia, Chatbots’ presence can be felt, however the growth in adopting the technology in leading industries is still very much at its infancy.

Hospitals, healthcare management industries and pharmaceuticals in Malaysia should be the forefront industry to pioneer this technology. Seeing as how up to 73% of healthcare administration tasks reported by Insider Intelligence can be automated by implementation of Chatbot technology, the Human Resource department will be the first to rejoice! More ways to grow, and optimize the talents of fellow employees.

Read on below: A beginners guide to implementing Chatbot for your Healthcare Services.
Let’s Start with the Basics

By now, your customer service team (especially the veteran ones’) will be able to anticipate what are the few types of questions the patients or potential patients will first ask.
That’s why you should always start with Implementation of Chatbot That Can Generate FAQ choices.

How does it work? We work together with your team in finding out what are the “Frequently Asked Questions”, and proceed to automate them on Chatbot services. Easy! Saving the bulk of time for your team, and your patients for more important matters. Believe us, your patients will be more than glad to have their time saved, with accurate information gained.

Not only saving time in the process, through scripting FAQ replies powered by Chatbots you can control thus ensuring the “company standard answers (SOP)” are being upheld. One can’t fault a new trainee to sometimes give the wrong answer.

Connect me to a HUMAN please! Though it’s “only” a LIVECHAT through Chatbot.

We’re pretty sure you’ve been in one of these roles before. As a fellow consumer of services, customer or even calling in as a patient yourself, it is truly frustrating when calls go unanswered, dropped or connected to the wrong department.

The constant dropping of calls could also be the sole reason for some customers switching loyalty to a competitor hospital. What more when it’s really an emergency at that point of time.
The feeling of not being valued plays a strong factor when patients encounter these scenarios.

LIVECHAT Chatbots are the answer to all the above problems. We humans can discern once the Chatbots’ conversation switches from Ai to an actual Live personnel behind. The feeling of appreciation, and subconscious affirmation that your hospital is the right choice would be felt. Thus, indirectly you have gained a loyal customer.

A Fishing Net of Information

Just like a fishing net, through implementation of Chatbot you have another source of Data collection. We can create something like a fulfilment of information (covering PDPA of course), before the requester can proceed. It is true when they say Data is power. From the frequency of the selection in the FAQ, one can identify what are the services or products most patients look for. This is just one example.

Simple information are filled in the chat like name and contact details, is it a General Practitioner they are looking for or a certain Specialist, in which field is the most sought after, or more before they can proceed to the next stage of inquiry. Data such as these are valuable equating to potential clients at your doorstep.

There’s always room for Expansion

Once you’ve started with engaging our Chatbot services, you can then explore more on the different ways we can help automate. Not limited to front-liners only. Hospitals can plan marketing activities on a much larger scale. Marketing ideas such as health talk seminars, or special packages and ongoing promotions, or even blood donation drive, and etc via outbound dialler/ outbound call. How does it work? The campaign can be communicated through mass blasting via call to many customers concurrently.

As your business grows, allow us to grow with you, supporting you to greater heights. Just like how you are looking out to constantly improve the quality of health of your patients, we are constantly on the lookout to help improve your patients Customer Service journey with you.

Set an appointment with us today, Chat more with our experts.

Key to a Successful Contact Centre for Logistic Companies

Logistic companies such as last-mile delivery should not ignore the fact that having a strong foundation in a reliable Contact Centre is part of the cornerstone that enables many legacy logistic companies to be where they are today.

Strike when the Iron’s Hot, is sound advice that many businesses in any industry attribute their success to. Hence, striking the iron with the ‘Key to a successful Contact Centre’ is a wise step to take in your business planning. More so now, when ecommerce is booming, and Logistic companies play an important role to both B2B and B2C customers. Simply put, they need you. However, with the boom in opportunities, give rise to new key players in this industry.

The question is how are you going to differentiate offering your services?

If you’re an owner, or the managing team of a delivery services and logistic company today, one would truly understand and can identify some of the frustration faced by the company, On The Dot Delivery Services.

These are some of the challenges faced.

On The Dot Delivery Services uses a traditional Telephony System to answer calls without any capability to monitor and track. Thus, unable to gather any data on answering service level and the number of abandon calls rating. These numbers are vital in order for supervisors to find out the main causes of complaints, and advice on Call Centre Agents performances. However, this is by far half of the problem. The company had to endure potential loss of business due to missed calls. How can the management tell if it’s genuine fault by their employees? Or a false accusation by a few scrupulous customers, seeking refunds or spreading negative feedback on social media. All this due to outdated technology, whereby the calls were not recorded for quality monitoring, and dispute management, as there is no proof. *The name of the logistics company has been changed due to pdpa.

What was the turnaround plan?

On The Dot Delivery Services invested in these measures. By implementing IP Based Call Centre solutions with Skills Based Routing for them to manage the calls effectively. Over a period of time, customers’ feedback became more positive, smoothening channels, and the overall moral of the staff was elevated. Boosting confidence and job satisfaction. The implemented programme does also have an Integrated Voice Response, allowing easy automation such as voice commands and touch key routing selection. Helping to ease call-in traffic being answered for long periods, or dropped calls. Overall, Accordia contact centre, within the system in itself has a Voice Recording functionality as well. Enabling for better performance tracking, training purposes, as well as customer response evaluation. Or as a proof in the case when there’s a grid-lock with a customer dispute. Thus, on a management level the ability to gather data, your PR team can have the tools to clarify certain extreme situations, and reward deserving agents accordingly. Of course proceed to rectify underperforming ones too.

One cannot emphasize enough the importance of a strong customer service team, and in order to have a strong team the investment in a technological advance Contact Centre is a must these days. Proven by data extracted from the chart below, published by Statista Research Department 2022, 73% voted for ‘Improving customer communication for customers’ as the main point in improving customer service for your last mile delivery.

Make your ‘Last Mile Delivery’ count.

Finding out more on what Omni Channel Contact Centre can do to boost your Logistic Company status is the key. The power of choice is yours to implement it either by Cloud base or On-Premise.

It can get confusing sometimes, as there are so many channels to pick and choose from. Engage with our associates. Let us diagnose your situation and advise the best customer support software with the right services for your needs.

The Relevance of Contact Centre for Healthcare Providers

“If you’re competitor-focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering.”
– Jeff Bezos (Founder & CEO at Amazon)

Healthcare Providers play a crucial role within their community and beyond. Be it government or a private healthcare facility, its role is crucial in ensuring the overall well-being of its community living within the area from a physical perspective or mentally. Being one of the ‘pioneers’ investing in customer-focused technologies such as Contact Center’s Integrated Voice Response (IVR) would be the way forward. Thus bringing to attention the relevance of a strong Contact Centre support, now more than ever to Healthcare Providers in Malaysia.

How can it help?
IVR allows 24/7 Customer Care support, whereby your call centers are able to switch to automate services for transactions that typically require assistance from live customer service representatives, which can now be executed via voice commands or touch tone key selection. Imagine the assurance you can bring to the community when they reach out to your customer call center and the deep first impression your call center is able to leave with your patients.

Can’t imagine how IVR works?
Here is an example of a seamless IVR managed Call Flow:
Thank you for calling St.Déborah’s Hospital. For emergencies, press 1. For Women & Children specialist appointments, press 2. For billing purposes, press 3, For operator assistant, press 0.

Customize your greetings, and options for call flow to related departments, thus preventing lost-in-translation calls, and frustrated customers. Save on re-training new hires for customer service, and upskill those to be taking on greater responsibilities thus contributing to the hospital overall. Last but not least, IVR is able to assist you to gather data on your patient’s behavior, such as call time, frequency, call resolution, etc. With the gathered data your management will then be able to make sound business forecasts better for the future, be it in addressing the patient’s needs or from a marketing strategy perspective.

Is there any relevant industry experience?
Allow us to share some of the frustration faced, based on a study of Healthcare providers’ current challenges in this area. The Healthcare provider is facing an un-trackable number of missed calls. Sometimes calls to Specialist clinics goes unanswered or are transferred to the wrong one, thus resulting in patient frustration, negative review, and ultimately a loss in business. The establishment is also lacking accurate statistics on how fast calls are being answered. The after-office hours for patients can turn into a fearful nightmare when there’s no self-service option, even during peak periods. After all, emergencies could happen at any time, even during odd hours. However, it’s a gain of loyalty throughout the duration of the patient’s lifetime for the hospital should their call-in experience is positively memorable.

“The goal as a company is to have customer service that is not just the best but legendary.” – Sam Walton (Founder for Walmart)

In keeping with Standards
Thus with the above experience, on point, the establishment is seeking to revamp their patient’s experience starting with the Customer Care team. The first stark point to improve would be routing the patient’s call to the correct department.

Will you place your health in the hands of a hospital that time and again fail to transfer your call to the correct clinic or department? With the integration of the Contact Center’s IVR, the system is able to route callers to the right agents based on skillset. Thus, avoiding miscommunication. What’s more, being able to provide after-office hours customer service care without incurring additional costs would be an important factor to the bottom line. The system also enables the hospital to record agents’ calls for better performance monitoring and improvements thus allowing the training department to create a quality coaching program.

With the recording services provided, the hospital legal team is able to avoid customer unreasonable disputes. Supervisors can manage the team by monitoring the calls on a single platform. With the gathered data, as mentioned above, sound business judgment is now possible. Seeking to personalize each patient’s experience with flexible solutions. IVR is one part of the omnichannel solution provided, whereby calls and emails are gathered in a unified platform. Meaning in one single dashboard with a few clicks the agent is able to pull out patients’ data on billing, previous medical visit records, call logs, and more. Personalized experience within healthcare services is the common core value that every patient requires.

The local community will always reach out to the nearest healthcare provider when they encounter discomfort, a regular health check-up, or in the case of emergencies. Elevate your game.

Talk to our specialist and find out more about how we can help your Healthcare Establishment achieve a better patient experience.