10 Things Customers Expect from Customer Service And One Of Them Is Omnichannel

A positive customer service includes omnichannel as they’re easy, fast and reliable communication channels. In this article, we are going to dive deeper into the 10 things customers want and expect from your customer service.

What do customers expect from your customer service department? Do you know what customers really want? Customers expect different things at different times via optional channels. It’s not easy to know what customers want but we are going to reveal what customers expect from you. Let’s have a look at that research now:

10 Things Customers Want And Expect From Your Customer Service And One Of Them Is Omnichannel.

They want you to:

1. Understand their needs.

2. Expect to have multiple options when contacting you.

3. Respond quickly through omnichannels.

4. Crave a personalized experience.

5. Solve their problems.

6. Listen to them.

7. Be proactive.

8. Be surprised.

9. Saving time over money.

10. Give them consistent answers.

 
There’s more data citing the essentials of having conversational channels to choose from and its huge impact on customer satisfaction. Hence, most customers who look for you expect you to communicate with them on their channel of choice be it face to face, online or even via the phone.

Modern customers expect to reach you easily with at least 10 different channels on any inquiry and if they can’t, you’re going to lose them. More than 85% of customers expect conversations with customer service agents to go smoothly, seamlessly and in real-time between channels. This means, they don’t have to repeat their problems again and again.

Let’s take the recent news of the week as an example. We need to start treating people with empathy and utmost care and especially in customer service. It should be a consistent practice to treat customers right and with due respect. Unlike in the Oscars 2022 show, where Chris Rock jokes about Jada Pinkett Smith’s alopecia disease and then invites Will to respond with anger.

Things could have turned out different if the duo had practiced empathy for one another. If Chris had not joked about Jada’s medical condition, he would have not been assaulted and Will wouldn’t have hurt him either. Oscars 2022 welcomed a diverse audience watching the show from all around the globe and surprisingly, the number of people watching increased during the heated moment.

The same rule applies for great customer service. Don’t scold the customer for being rude to you or your team. Instead, when the customer pulls you into a string of emotions, have the knack to still empathize and do the exact opposite, by responding kindly with a breather in between. Which means, after choosing to practice mindfulness and pause for seconds, Will would have not reacted violently towards Chris Rock. Another story was uncovered. The host of the show, Chris Rock didn’t rehearse the insensitive joke before the event took place and it clearly showed that he shouldn’t make fun of someone’s medical condition nor act very insensitive.

Even now, you would have understood that even in the context of businesses, contact centers and best practices, you shouldn’t reply to an angry or frustrated customer with the same sort of treatment. Instead, show empathy and care that you will resolve the situation by giving them an easy solution or getting a Subject Matter Expert (SME) to help you with their better advice. You can even provide your unhappy customers with the channels of their choice to dissolve any unwanted situations or problems before, during or after their purchase with you.

Make your customers satisfied with your services for months or even years from now via an omnichannel strategy, chatting with them at any time of the day through different channels while providing smart solutions. Stay effortless. Be where your customers are and stay connected.

Discover how Accordia Omni could do just that for you and your employees.

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Source: https://fonolo.com/blog/2014/07/5-things-customers-want-and-expect-when-it-comes-to-customer-service/

https://www.theguardian.com/film/2022/mar/28/will-smith-apologizes-chris-rock-slap-oscars

Smart Chatbots Are Ruling The World Of Customer Service

Bots are everywhere. For the first few years, chatbots were used in customer service but now have expanded onto other verticals, such as enhancing the Customer Experience (CX) and improving operational business efficiencies, to name a few. Other names are the bots being called such as virtual agents, digital assistants, virtual assistants and conversational AI bots.

The future of businesses rely on intelligent chatbots. Discover what the chatbots can do for your business for now and the years ahead. Dive deeper into the comprehensive list of the chatbot benefits in 2022. Let’s find out how chatbots rule the world.

Top 10 Advantages Of Chatbots For Businesses

1. Offer website visitors contextual, AI Driven Support.

2. Better analysis of customer data.

3. Enhances customer engagement and sales.

4. Better lead generation, qualification and nurturing.

5. Bots save a great deal of time.

6. Massive range of possible applications.

7. Applicable to multiple industries.

8. 24 hour service and getting an instant response.

9. Answers to simple and complex questions.

10.More conversational and helpful with rapid and increasing growth in messenger apps.

 
Chatbots are becoming a popular demand among your customers and are good at real-time assistance. It’s because they’re introducing a new way for businesses to interact with the world and most importantly their customers, riding on the exploding popularity of messaging apps. Therefore, integrating your own chatbot into one of the famous platforms that customers use daily such as Whatsapp or Messenger, can be better than building a new app by saving a ton of money and time.

Don’t waste time. Invest in the future of chatbots and experience the major advantages of being chosen over your competitors. Contact Us Now

Source: https://chatbotslife.com/5-benefits-of-using-a-chatbot-937b8b793826

How Gen Z and Millenials Are Influencing The Future Of Shopping And 4 Reasons Why Chatbots Are Awesome

With the great resignation appearing and prolonged job searches, Gen Z is dedicated and resilient with their interest in fashion and retail the past year – even with nowhere to go. The previous norms have made an impact on your customer’s buying behavior and especially Gen Z (aged 18-25) and millennials (aged 26-40). This also created an awareness on how businesses need to thrive in 2022 and beyond among these two age grouped people.

This gives a huge opportunity for digital, convenience and social consciousness in the shopping space. Yes, digital is leading. Both Gen Z and millennials have demonstrated a willingness to shop both in-store and online, choosing to use each channel based on a different set of benefits. Among the two generations, more people plan to take part in online shopping more while 42% expect to return to their habits – a previous combination of digital and in-store.

Both Gen Z and millennials feel it’s convenient, safe and price affordability comparisons as their main reasons to do online shopping but coupled these benefits with the inconvenient of long wait times for deliveries, delivery costs and returns.

Both generations are leaning more towards online shopping, the survey found that consumers are mostly looking for better fit technology and higher quality images. For shoppers, there’s a chance to grab better photos and videos along with more personalization tech which enables you to know in depth about a shopper’s personal sizing, style preferences, price point to help them find the right items during the shopper’s first visit to your webpage.

As your customers love online shopping, the chatbot can also be of good help to make the shopping experience easy and fun. If those issues that happen during online shopping were resolved, 43 percent of participants would be quite likely to decrease their shopping in-store and 27 percent definitely would stop in-store shopping altogether.

Gen Z provides an excited await as this generation cited that they are planning to do shopping in person compared to millennials. It’s essential to highlight the benefits of shopping in-store: fitting rooms, socializing with friends and searching for items they didn’t find in the place.

Young Shoppers Purchase By Following Their Beliefs.

Young customers shop with their own social perspectives. Coming out of the tough year wasn’t easy and the importance of sustainability with an inclusive view has only grown. Members of both age groups, millennials and Gen Z have expressed that they abandon a purchase because the brand didn’t reflect their values and 70 percent of young shoppers would pay more for fashion from sustainable or socially conscious brands.

New Habits Lead To Newer Strategies For You

It will become more important to reach Gen Z and millennials as their purchase power continues to grow in the years to come. The digitally savvy generations are ready to adopt new purchasing options but they also see value and hope for re-creating the wonderful and nostalgic memories of the past. For instance, previous shopping habits and social interactions that didn’t take place over social media.

In this article, we also list for you the impact of chatbots on customer loyalty.

Since these shoppers value these social interactions whether online or in-person, convenience from both price and delivery plus goodness for the people. How can you create those moments again? How can you take lessons from the past and create the best comprehensive omnichannel CX for shoppers now and in the future?

7 Fascinating Reasons Why Chatbots Are Awesome

1. They contribute to brand awareness and reduce the effect of familiarity on the customer purchase intention.

2. Helps stimulate the shopping intention of customers.

3. Customer expectations and satisfaction can be exceeded.

4. Proactive responses to questions and complaints from a customer.

5. Helpful in terms of delivering enlightened personalization at every level

6. Higher conversion rate and offer quality service for engaged customers.

7. Experience more cost saving and help customers enjoy instant customer service.

 
By optimizing the customer experience, you can witness speed in customer satisfaction which then leads to customer loyalty, which is important in the past, now and in the future. The digital developments and growing competition made many companies face hard challenges to attract and keep customers running back to them.

The “New” customers in 2022 wants to spend less and less time. Therefore, they expect to be able to reach a company anytime and anywhere, irrespective of time, location and channel. The best instrument for customer service is the use of chatbots. There’s a reason why many are following the bots’ trend and mostly to experience better biz growth.

Ready to find out what a chatbot can do for you?

Know more. Accordia Chatbot and Live Chat Page

Source: https://www.mytotalretail.com/article/how-gen-z-and-millennials-are-influencing-the-future-of-shopping/

How the Chatbot Is A Perfect Choice For Your Business?

Chatbots are quick, great at conversations and very helpful intelligent assistants. They provide good customer service, time-saving humanized interactions and also the key idea to make your small-to-medium-sized business (SMB) stand out among competition.

The intelligent chatbot is another meaningful way to avoid poor Customer Experiences, build long-lasting customer loyalty and create better customer appeal. Know more on how the chatbot can be your best partner in business. Delve further into the list.

10 Ways On How Chatbots Boost Customer Value For SMall and Medium Business (SMBs)

1. Easy setup.

2. Handle customer service requirements.

3. Tailored exactly for your SMB.

4. Offering website visitors contextual 24/7 instant and AI driven support.

5. Reduce costs.

6. Increased customer retention and ROIs.

7. Interact with customers any time, any day.

8. Save a ton of time.

9. Enhance customer engagement.

10. Analyze customer data better and generate qualified sales leads.

 
Fasten your business growth and represent your business to its full potential with us. Be available and interact with your customers at any time of the day. The right chatbot should be up and running within a day. Increase revenue and retain customers in one chatbot. Know more!
 

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Which is a Better Friend? The Chatbot or Live Chat?

Did you know? The use of chatbots in the customer service landscape is growing higher. So, what differentiates the chatbot from live chat? With conversational marketing on the rise, discover which tool is the best fit for your business needs.

In times of need, customers are looking for fast solutions and speedy customer service. With 24 hour automated functionality and the ability to give you hours back in your life, we have chatbots and live chat, the outdated and traditional way to engage with customers.

But, let’s skip to the good part. Both are good at making customers happy but how do you determine which one is right for you and your team?

4 Differences of The Chatbot vs Livechat

1. Need for speedy responses

2. Capability to chat 24/7

3. Context clues to help understand your customers

4. Implementing with ease

 
The bot is hard to build but the user will enjoy a better experience. How developed you want it to be? Does it answer frequently asked questions or can it have a smooth and wonderful conversation with users?

It’s clear that bots are able to answer FAQs for now and you shouldn’t complicate it further. The actual creation of your chatbot might not be easy but you can find best ideas and practices on how to integrate chatbots into your conversational business strategies. Know more on how you can give a bot a branded personality to get your customers using it for their questions. Uncover how the bot can be designed and tailored perfectly for your business needs. Just imagine being available any time and any day. Get a friendly chatbot. Make customer-employee conversations easier.

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Source: https://www.digital22.com/insights/chatbot-vs-live-chat-the-differences-and-how-to-pick-the-right-one

AI In The Direct Messaging: Seizing The Social Commerce Opportunity With Conversational Messaging

Intelligent chatbots are very helpful at driving conversational messaging and ensuring your customers are happy for days or even months.

8 Ways Of How Conversational Messaging Ensures Customers Aren’t Lost In Your DMs

1. They can answer customers’ frequently asked questions.

2. Check local availability for specific products.

3. Provide updates on recent orders.

4. The chatbot can easily be programmed to speak like your brand’s mascot.

5. Interpret customer sentiment to keep the conversations going.

6. It can create a personalized and social-exclusive offer for them within the social channel.

7. The chatbot can easily hand off support via a simple API.

8. Agents on social channels can engage and convert without missing a beat.

 
What if your customer on social media needs support from a live agent? The chatbot can help hand off support through a simple API, work as a hub for customer interactions, providing both live agents with context and history to immediately solve customer issues or answer their questions.

Most businesses are easily available online and this makes the convenience of online shopping unchallenged and e-commerce sales continue to grow three times the rate of brick-and-mortar retail but bear in mind, digital retail does not and should not stop at websites plus branded apps.

The time is now for you to invest in rich and interactive social commerce capabilities. Online posts are a great start for social commerce, it’s shoppable and has the potential for personalized and real-time Customer Experience via social channels to go much further. You can transform your social channels into fully responsive and immersive digital experiences where customers can send a direct message (DM) about a product and receive informed responses. With all these ideas implemented, you can also create helpful efforts instantly without depending on customer service agents.

Do you know what opportunity lies in conversational messaging? It eases and strengthens your employee-customer interactions while activating two-way channels, supporting real-time dialogues between customers and brands. Take the right road to customer satisfaction and experience anytime and anywhere connectivity. Experience automation and scale your social commerce experience with the help of Artificial Intelligence (AI) enabled chatbots and conversational APIs. Be friends with an intelligent bot and provide better customer service. Get yours today!

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Source: https://www.mytotalretail.com/article/ai-in-the-dms-seizing-the-social-commerce-opportunity-with-conversational-messaging/

8 Inspiring Tips For Smarter Customer Experience In 2022

You can invest in brilliant CX. Even if CX excellence is a little different now compared to the years before, some aspects of the new meaning are obvious: heightened empathy, kindness, smoother digitalization, stronger security and safety, greater inclusion and diversity. The decade is giving us hints on how urgent we realize that these values are becoming more essential. There are no new needs or luxuries and they’re long overdue.

Another interesting thing about this list of obvious smarter CX? It’s not necessarily in the average Customer Experience manager’s scope of control or influence. Even you can make it a point to inculcate these values for better business growth. Some of those incredible values include:

1. Heightened empathy and kindness go beyond touch-points to include policies and processes that are owned by a wide variety of functional areas.

2. Smoother digitalization involves the IT function plus business process owners across your company.

3. Stronger security and safety is enabled by facilities, legal, operations and other functional areas.

4. Greater inclusion and diversity is a commitment of attitudes and actions across your whole enterprise and with your alliances, channel partners and suppliers.

How can you ensure that you’re not overdoing Customer Experience (CX) but giving your best for customers with these best practices? How can it be achieved NOW, rather than over the course of several years? Interestingly, like the list above, the answer to Customer Experience excellence in 2022 is to revisit the basics: they’re long overdue! Here are 8 cool and inspiring tips for achieving 2022 CX excellence in these areas and beyond:

1. Stop referring to Customer Experience as interactions.

2. Start picturing Customer Experience holistically.

3. Stop calling customer service “Customer Experience management”.

4. Start focusing on customers’ objectives.

5. Stop being obsessed with quick wins.

6. Stop seeing NPS as your sure-win.

7. Start expecting everyone to align to customers.

8. Start coordinating among all facilitators of Customer Experience management.

 
It’s time to improve value for customers and customers’ value to your company. Strengthen internal communication and coordination across these to strengthen customer relationships and lifetime value. Help them see how their efforts flow from one to the next.

The new and workable solution to brilliant CX is enthusiasm and maturity in sports, music, academics and everything else. The basics are revisited and continually tweaked. These are known as CX best practices. By following this list of 8 tips for better customer service experiences, you will find that 2022 isn’t about being customer first, employee first, digital first, safety-first or revenue first, instead it’s all of them combined together to be the strength of your business strategy.

Deliver dedicated and brilliant CX by focusing on all aspects, demonstrating a high sense of empathy towards customers and employees, all evaluations and proposals. This is how you can create smarter experiences for your customers and as a way of life. Learn how you can stay connected wherever and whenever while creating smoother, happier, non-friction customer journeys now and in the future. Discover Accordia OMNI today.

Source: https://clearaction.com/21-tips-for-2021-customer-experience-excellence/

Awe-Inspiring Future: The Wonderful Chatbot Will Be Your Best Friend

How crazily are you driven by innovation and technology?

Recently, we have seen many businesses desperate to introduce chatbots. The tough competition makes it important for every business to adopt innovative technology. Businesses are catching the unique trend and they want to be early enough to maximize more profits and maintain a successful algorithm for the long term.

AI chatbot and its development have been the trending idea adopted by many CX leaders. Bots are crucial and play a huge role in delivering anytime, anywhere support and boosting human productivity. The chatbot is ideal for the customer service management area. Here’s a checklist for you on discovering the top 10 reasons why your business needs chatbot development. Dive deeper.

Top 10 Reasons: Why Your Business Need A Chatbot Development

1. Automated customer support for similar queries.

2. Save Human Resources(HR) For qualitative tasks.

3. Improves business branding with minimum effort.

4. Chatbots’ development cost is cheap.

5. More success chances as an early adopter.

6. Accelerate options.

7. Better user interaction.

8. Chatbot-easy-to-use.

9. Chatbot development requires less time.

10. Cost-effective and time-efficient.

 
People are so curious about how technology works and it inspires them to know how it’s going to affect their lives and the future businesses they own. Many brands quickly adapt to the chatbot applications to experience advancement and huge benefits. Failure to adopt this technology can lead you to experience Fear Of Missing Out (FOMO).

To avoid this, you can compete and stand out among your competitors with the help of an intelligent bot. Here’s your chance to grab a chatbot, make it your best friend and experience creating a customized and quality solution for your loyal customers while experiencing more revenues. Make your customers happy for days and years to come. Develop an easy solution through chatbot development. Contact us today.

Source: https://chatbotsjournal.com/top-10-reasons-why-your-business-need-a-chatbot-development-5a53760da1b6

New Cool Tips : 7 Actionable Ideas For Reducing Contact Center Call Volume

The ultimate goal of any contact center is to deliver a more positive and great Customer Experience (CX) while lowering the call volumes and costs. Many contact centers have invested in a variety of customer-facing technologies over the years, ranging from IVR, CTI, CRM, ACD and AI. Even after deploying these technologies, most businesses are not able to improve operational efficiencies, boost CX or maximise their ROI.

Most firms today assume that technology is the only way to cut expenses and by focusing entirely on technology implementation, they are ruining CX and fundamental operations. However, there are effective strategies to reduce the volume of calls received by your contact center while creating delightful CX and increasing business growth. Check out our new list of 7 actionable ideas on how you can reduce call volumes.

7 Actionable Ideas For Reducing Contact Center Call Volume

1. Map The Customer Journey

The first step to reducing inbound call traffic is to figure out why customers are calling in the first place. Recognizing the most prevalent difficulties that customers face with a product, process or service is part of this. The majority of inbound calls are often caused by a collection of similar factors.

We may map the customer care path using customer journey analytics once we’ve discovered the most prevalent reasons for inbound contacts. Analytical data allows us to assess the effectiveness of the service offered by the contact center agents and identifies the customer’s trouble points while customer journey analytics aids in the evaluation of publicly available data.

2. Measure Customer Effort Score (CES)

The Customer Effort Score measures how easy it can be for a customer to interact with you and get a response to a request. Switch between channels, repetitive engagement, transfers and other high-effort experiences are examples of high-effort experiences. Tracking CES can help you cut down on call volume and expenditures while also enhancing customer satisfaction.

The single question is also recommended by Gartner for determining CES.

3. Focus On Multiple Channels and Provide Self-Service Options

Utilise exceptional channels for conversations and sell those channels evenly. Set KPIs for each channel and allow customers to choose their options. Enable smart self-service options across web, mobile and telephone. Here are some examples of self-service best practices.

1. Highly visible and updated FAQs.

2. Customized CRM portals.

3. Strong and NLP enabled knowledge base solutions.

4. Self-help links integrated into web pages that lead to the help documents.

5. Online community discussion portals.

A more modern and efficient self-service option through which customers can look for answers is through chatbots and conversational IVR systems. It can be deployed from handheld devices such as mobile phones and tablets as well as from the desktop. Even social media applications such as Facebook, can be well-integrated with chatbots to give your customers optimal CX.

4. Using AI Chatbots

Chatbot adoption in contact centers have grown rapidly for more than a few years, across industries.

Chatbots are powered by conversational AI, NLP and machine learning. They offer the same conversational experience as communicating with a human agent : They are deployed as the first line of support in order to handle tier interactions.

Chatbots can be your great support as they have many exceptional abilities such as:

1. 24/7 availability and an easy-to-use conversational interface.

2. Efficient self-service option for customers.

3. Reduces the number of calls that human executives have to deal with without compromising on the CX.

5. Chatbot Agent Handoff

Chatbots are great for customer interactions by simulating human-like conversations, a common misconception that customer service leaders may have the chatbot alone sufficient to handle customer service.

The truth is there may be situations where the customer interaction needs to be transferred to a human agent. In such a scenario, the bot’s ability is to identify the interference of a human and seamlessly transition the conversation to a suitable contact center agent. In this way, the inbound call volume can be cut down by fulfilling basic, preliminary tasks such as distributing user information and recording customer concerns with the help of a chatbot.

6. Conversational IVR

Chatbot tech in contact centers is also intended to replace traditional IVR systems that tend to be a major pain point for customers looking for quick and effective issue resolution. Unlike traditional IVR systems, conversational IVR uses NLP and Machine Learning to understand the content of customer’s speech, enabling dynamic and hassle-free experiences. Customers can have a smooth transition through the complex navigation menu of a traditional IVR.

7.Ensure First Call Resolution(FCR)

The major reason that contributes to increased inbound call volume in contact centers is that most issues are not resolved in the first-call, requiring multiple calls to ensure the issue is solved in real-time. It leads to more calls that can impact customer satisfaction badly. Customer satisfaction is only great when First Call Resolution rate is always measured with CSAT to improve it.

Optimise In Order To Reduce Repeat Calls

When your contact center receives a call about a problem with a particularly ineffective customer service process, then you need to provide ample resources to your back-end team and properly modify or improve the self-help pages related to the processes. When you do this, you are able to help reduce the event of repeated calls for the same issue in the future by improving the quality of pages and processes based on support calls.

Lowering call volume is the better idea to reduce the cost of doing business in a contact center. It includes the process streamlining and automation plus you can work together intelligently. Discover more about what chatbots can offer for your contact center and how it can scale your business to greater heights.

Interested in leveraging the chatbot and creating smarter CX? Get in touch with us. Please call our CX and AI Expert for more information. Contact us today

Source: https://botcore.ai/blog/7-actionable-tips-to-reduce-contact-center-call-volume/

Unlock New Possibilities : 4 Simple Ways Contact Center Analytics Can Drive Impactful Business Outcomes

Efficiency is the new buzzword in the contact center realm now. Every customer interaction is fueled by a huge amount of data. With the help of contact center analytics, business leaders can obtain visibility into all customer support conversations. It’s rich with analysing insights from conversation data and provides an end-to-end interactive dashboard that lets contact center managers monitor conversations and take action immediately. They get to update conversation scripts to create an optimal customer experience.

The best part about contact center analytics is that it increases customer satisfaction and agents’ productivity. How do you leverage the power of analytics? Apply them to real world business challenges and you will realise that behind each of the various metrics and KPIs are human motivations, interests and needs.

When you plan to expand the role of your omnichannel contact center, you’ll need to measure your team’s performance so they can ensure total customer satisfaction. Navigate the analytics from your contact center by discovering our list below. Four simple ways contact center analytics can drive impactful business outcomes.

1. Work with an experienced customer-centric partner.

2. Deploy the right analytics for your CX needs.

3. Harness the power of customer analytics.

4. Analyse speech analytics and predictive analytics.

 
Data-driven insights and decision making can create better Customer Experiences that differentiate a brand but only if the strategy, technology and people are in place.

Intriguingly, information gained through analytics are useful only if they are shared to help you and your team improve work performance and productivity. How many employees of yours are ready to be attached to thorough analysis, data and evidence-based reasoning into their decision making processes? Data-driven insights influence better decision making design and better CX while making your brand stand out. This only happens when the strategy, technology and people collaborate effectively on the dot.

Help optimise customer’s insights and be customer-focused contact centers that are good at distributing data which also demonstrates a 360-degree view of customer needs, behaviours and actionable insights. In future, what insights do your team hope to gain? Which insights will deliver immediate versus future results? Answering these arising questions can help you stay focused on your CX goals.

Discover meaningful insights and real-time data. Get a 360° view of your customers and their insightful purchasing journeys to help you understand customer interactions now and then while uncovering efficient solutions on how you can help them. Connect with your customers in real-time via Accordia Omni. Save time and money. Make analytics your contact center’s best friend now and forever. Learn how to design smarter CX.

Source: ttec.com/sites/default/files/tips-and-takeaways-4-ways-contact-center-analytics-can-drive-impactful-business-outcomes.pdf