Segmented Customer Service
The anticipated customer experience of call centre service is long queues followed by frustrating conversations, often involving transfers and multiple recalls to get closure. Segmented Customer Service provides choice in how service is accessed and greater focus on individual customer needs.
The building blocks of this foundation workflow are:
- The facility to allow customers to be individually identified and verified
- The option to complete a service request with or without human assistance
- The convenience of doing business anytime
- The ability to match customers and their needs to the right expertise
- The empowerment of both customer and customer service staff to easily access the right information
- The ability to increase customer value with relevant offers that fit their needs
These are more fully explored in the sections below.
Customers want simple ways of doing business regardless of their point of access. Organisations in turn want to pick out opportunities to develop customer value. Intelligent Routing meets both expectations.
Simple customer services that can be accessed without queuing through blended speech and web interfaces saves cost and builds loyalty. Self Service enables both.
The option to access live customer service when doing business online eliminates one of the core reasons why customers give up and move on: the lack of immediate, expert help.
Scalable real time communication to customers is a useful capability that satisfies a growing need amongst customers for easily accessible information updates.