Johannesburg, 18 Aug 2017
Increasing the cost-effectiveness of customer care can't be done by jeopardising the customer experience (CX). This is where 2-Way comes in.
Few customer care requests are unique. It's very likely that your customer is regularly coming to you with a problem that you've seen before, and will probably continue seeing.
Still, the quality of the CX is essential, which is what creates a chasm between cost-effective support and customer care done through real-time conversations - you know, ones that make your users feel like a real person is actually trying to help.
Increasing the cost-effectiveness of solutions for customer care can't be done by jeopardising customer experience. In a world focused around the consumer, this simply doesn't work... but it still has to be done.
The need for cost optimisation
Len Markidan, Head of Marketing at Groove, claims that if your customer service agents spend just four hours per week on calls or repetitive tasks, you can save more than 200 man hours by adding an automated solution to the mix.
While that might be the case, our suggestion is that pure automation loses that human element, which is an essential component of good customer service.
"The challenge for companies is how to do it in a way that allows them to save money, but doesn't degrade the customer interaction," says Jonah Berger, Wharton marketing professor.
In a growing battle for customer hearts and minds, customer loyalty is at a premium. And while responding to customers through tailored, yet obviously automated, responses may be efficient, it can weaken the customer-company relationship to the point of the customer jumping ship.
Replacing call support with real-time 2-Way chat
To avoid this, why not semi-automate the process? Give your customer care staff the ability to provide great response times (and hit their KPIs) while making their job easier.
Infobip chat-based 2-Way provides channels for your support staff to simultaneously manage seven chats in the same amount of time that it would take them to manage one call.
One customer care agent can now effectively manage multiple customer requests using the applications you have. Whenever customers contact an agent, the Infobip platform enables easy interaction over any specified channel.
With real people providing the industry's best response times and handling multiple requests at the same time with care, your business retains the ability to course-correct when a conversation goes awry, something that's getting lost with the increasing use of chat bots.
And they might not be going away, but even in this period of transition to excessively smart chat bots, customer conversations must remain magical. Today, more and more companies are losing the art of simply being human. With chat-based 2-Way, your business can have its cake and eat it, too.
And it still tastes equally sweet to the customer.
We can help you get a handle on CX.
Share