Recently, one of our partner organizations, Avaya, conducted a global poll. The goal of this questionnaire was to assess a diverse range of businesses in order to determine what they believed to be the most important components of expanding their companies. Unsurprisingly, the majority of those questioned spoke very highly of technological advancements, and many were eager to integrate new digital apparatus into their enterprises so as to remain competitive.
These statistics stood juxtaposed to another important component of the survey: one that revolved around how executives believed their companies handled their customer interactions. A startling 40% of these magnates declared that they believed that their company’s customer experience journey was either ‘poor’ or ‘average’. These disappointing numbers were backed by 93% of respondents who claimed that they had serious aims to improve customer experiences by the end of the year.
These aspirations are certainly honourable, and inadvertently reflect the current state of business, a state where consumers are so overwhelmed with choices and options that they have been conditioned to only receiving the best services. The main issue that arises in this scenario is that, despite setting their standards high, many of those surveyed were entirely unsure of how to develop a strategy that would improve the customer experience while also corresponding with their desire to remain technologically relevant. This is where Algo Communication Products Ltd. is more than happy to help. While there is no fix-all solution for organizations seeking to bring their services into the modern era, there are certainly general guidelines that can be followed in order to ensure success. Three of the most relevant pieces of strategic advice are as follows:
Emerging Technology Can Make A Big Difference
On a near daily basis we are fed reports and articles from science and business publications that tout the newest ‘tech craze’ that is set to light X industry afire. While one should be cautious when it comes to jumping aboard the hype train, so to speak, there are certainly emerging technologies that are indisputably going to be an integral part of businesses in the future.
The first is blockchain-based solutions. While companies in the past would keep their information under lock and key for security purposes, blockchain is turning this tried and true concept on its head. Through programs such as the Avaya Happiness Index, enterprises effectively leverage and share blockchain data so as to gain relevant customer insights from a variety of sources. These sources can range from call centers and emails to social media posts, and offer truly comprehensive pictures of exactly what consumers are looking for. Critics may state that the use of blockchain for business practices is inherently flawed due to the transparency that it supports, but in reality it helps enforce an environment of competitiveness where the customers themselves are the main beneficiaries.
Artificial Intelligence (AI) technology has caused quite a stir across many, many industries, and has already become heavily integrated within the practice of honing the customer experience. Systems such as the Avaya Vantage desktop communication device are able to simulate natural conversation and are capable of handling customer queries in an expedient manner. While AI is certainly a beneficial addition to any contact center, always keep in mind that people do overall prefer interactions with actual humans, and studies show that clients feel that their needs are addressed much better by cooperating with others. Because of this, we generally recommend AI as a supplementary technology, rather than a one-size-fits all approach to upgrading your contact center.
The Internet of Things (IoT) is technological concept that has slowly crept into the realm of business over the past few years. While we are still quite far away from having refrigerators and car tires helping drive consumerism, apps are still a relevant and productive way of addressing your customer’s needs and instilling your brand within their lives in a much more prominent manner. Once again, caution is key, and you should certainly do a thorough analysis of how much your service is actually used prior to diverting some of your hard earned funds towards app creation.
They Call It ‘Information’ Age For A Reason
In previous articles, we have iterated the importance of arming your customer service agents with everything and anything that can be used to ensure that the client experience is a personable and smooth one. This may seem to be a bit of a no-brainer, but when it comes to applying this within the framework of technology solutions, people have a tendency to be lead astray.
While it would be nice to assume that all of your customer needs can be taken care of on one point-of-contact platform, in reality one should steer towards agile, standards-based solutions that are also able to connect to third party applications and software. Vital pieces of the digital puzzle, such as contact center applications, should provide access to a broad variety of applicable data that can be used to assist your customers in real-time. Agents should be able to access CRM databases, payment histories, and more so as to provide quick and efficient solutions that are also catered to the customer needs. Thanks to Google and the comings and goings of ‘big data’, people are accustomed to having their experiences customized to match their desires on a personal level. By utilizing software solutions that integrate all of their information together your clients will be leaving satisfied and your agents will feel that they have provided the best service possible.
People > Technology
Sure, digital technology is the way of the future. It is definitely one of the chief drivers of business and, as hammered home for the umpteenth time by the Avaya survey, every executive understands this. As a technology based organization, Algo has mandated furthering the advancement of all of our clients in respect to both their digital and physical installations. This doesn’t mean that people aren’t still the foundations of any organization.
Something that should always be borne in mind whenever you are making a move towards new technology-based solutions is that you need talented people on your team to truly make things happen.
We very much endorse hiring those who are talented within the fields of app development, CRM maintenance, and others, and also enforce providing your less skilled workers with the means and training to match the high demands that the tech age is placing upon many workspaces. If you have the capacity and resources, try to bridge the education gap among your workers. Send them off to train, enrol them in classes, or whatever it takes to ensure that they acquire the skills that they need to keep your organization competitive. Staff members who feel that they are able to contribute towards the success of your company are not only more likely to stick around, they are also going to use their in-house experiences to help further your company’s aims and goals.
Avaya’s survey has provided us all with some important information regarding the future of businesses. While many executives desire to advance technologically, they also feel that their ability to create a positive customer experience is lacking. Thankfully, by following the guidelines listed above, one can ideally take advantage of both sides of this coin, henceforth adopting solutions that cater to customer needs while staying ahead in terms of upgrades and advancements. Of course, every company faces different challenges, and it is hard to apply these statements to absolutely every scenario. If you have any questions, or want to know what products Algo carries that can help your company succeed, then don’t hesitate to reach out to us!