Delivering analysis and trends for the customer care community

Blog

The WDS blog delivers analysis into some of the key trends shaping the customer service experience, providing valuable insight for the customer care community.

  • Blog25112014-2

    Unlock your contact center data

    Crucially, such excellent customer care cannot be based on vague generalizations of the customer experience; rather, the wider care and contact center data should illustrate meaningful knowledge of each customer’s personal experience and their expectations. But whether you’re looking for the general or the bespoke, it all lies in your knowledge pools.

  • blog17.11.2014

    Teaching machines to hold a conversation

    Before digital self-care tools can interact with your customers, they need to understand what’s being said. By the age of six, most children can understand not only spoken language, but also its subtle complexities like ambiguity, novel words, and non-literal expressions. Whilst children are able to understand the nuances of spoken language, technology’s ability to detect the same linguistic intricacies, is largely still in its infancy.

  • machine learning

    What is machine learning anyway?

    Increasingly customers are turning to digital channels to support them in their daily lives and in a world where concepts like the internet of things are fast becoming a reality; machine learning has emerged as a key player. But what is meant by “machine learning”?

  • blog-05-11-2014 updated

    Nobody reads the manual, so neither should virtual agents

    Mirroring the best customer care interactions with both customer convenience and operational cost efficiency in mind is no mean feat. We know that in order to cater to the next generation of customers, our customer care systems need to be more intelligent. But just how intelligent do they have to be?

  • Blog28.10.14

    Tapping into your contact center’s intelligence

    Today, 65% of the relationship between customers and brands is through voice, that is, shaped by costly contact center interactions. However, if you take a moment to consider the inverse, 35% are non-voice via email, web-chat and social; all of which have the potential for automation, for maximum support accuracy and consistently.

  • Blog21.10.14

    Customer Care 101 – Future proofing your contact center

    With all of the advancements going on in the industry right now, we think it’s a good time to take a moment to consider the basics.

  • Call me mister

    Five statistics that will make you rethink your digital self-care strategy

    Digital self-care is about to revolutionize how organizations build and maintain relationships with their customers, but what does it mean for your brand?

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    Will technology enhance or replace the human workforce?

    As we continue to march forth to the realization of artificial intelligence, there are mass concerns with what this means for the human workforce.

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    A new era in customer care

    Research has shown the increasing influence of social media into the customer journey, from initial evaluation through to purchase and ownership.

  • Blog24.09.14

    Can you really trust your self-care performance metrics?

    Self-care fall-back traffic currently accounts for 1 in 5 calls to the contact center Although self-care channels are designed to deflect calls away from the contact center, our analysis shows that this isn’t always the case. Almost a third of customers using digital self-care fail to resolve their problems using this channel. As such, many … Continued

  • Blog17.09.2014

    Get your care environment on-board with your organizations innovative spirit

    As you seek to irradiate the infamous “we’ve always done things this way” statements in parts of your organization, it makes perfect sense to carry this through to the customer-critical support activities. Customers see organizations as a whole, and not as the siloed operations they often are behind the scenes. Therefore, when one part of a brand … Continued

  • Self-Care-Fail

    The self-care fall back paradox and customer effort

    Customers who had to engage with a care channel more than three times in any six month period were x6 more likely to be at risk of switching brands With organizational demands, evolving customer expectations and a generational shift, it is unsurprising that many companies have jumped to embrace digital, self-service care channels as a … Continued

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    How to simplify your social engagement activities

    Only with a deep and scientific approach to data analysis can social media data inform valuable, actionable customer insights  This year WDS, A Xerox Company, took part in the Xerox Simple@Work event, where we presented Empath, a product that simplifies social engagement. First, Jon Balcerek, Product Manager at WDS, highlights the trust-building opportunities for the insurance industry through … Continued

  • EE blog ft

    Will EE’s paid-for support option open the flood gates for experimentation?

    The need to innovate and explore smarter, leaner approaches to customer care has never been greater. We've all bandied around difficult questions that challenge the status quo of customer care and the ability to charge customers for a premium customer care service has long been one of them. However, with change comes risk and so … Continued

  • care lab blog 3

    Are you armed with the information you need to say yes to innovation?

    Innovative ideas often can’t be supported as management lack the confidence, the appropriate guarantees and forecasts, that they need to say yes. In an effort to balance customer care costs and performance, more often than not innovation gets left by the way side. Without a compelling business case innovations are, at their core, just ideas. … Continued

  • Empty glass showcase in the gallery

    The next generation of Customer Care

    Today almost 30% of customers using online self-care tools are unable to get the support they need. With digital self-care channels becoming a staple in the modern customer care mix, it’s time to embrace more advanced technologies and enable these channels to work harder for customers.

  • Call me mister

    The future care mix: will the contact center become obsolete?

    Today’s care strategies are under increasing pressure to deliver the best customer experience at lower and lower costs to the business. It’s not surprising then that many brands have rushed to embrace cost efficient online self-care channels.

  • ft image

    Is your self-care strategy working hard enough?

    There are very real risks for those with a dated approach to digital care and self-care Did you know that almost 30% of customers using online self-care are unable to get the support they need? Or that up to 20% of call volume in today’s contact centers is actually “fall-back” traffic following a failed self-care … Continued

  • care lab brochure

    How to give your contact center the innovation it needs

    Risk-aversion and cost sensitivity have seen the contact centers left behind but innovation doesn’t have to be risky or costly Hyper-competition coupled with the advent of a multi-channel landscape has pushed for new approaches to customer care. However, with today’s contact centres having to balance an increasingly complex ecosystem of customer experience targets, operational KPIs, … Continued

  • 5-key-challenges

    Overcoming innovation phobia in the contact center

    It’s time to face the fear and get innovating. As the care landscape continues to evolve, faster paced innovation is fundamental to achieving and maintaining customer care excellence. It’s no secret that the opportunities for those that can innovate beyond their competitors are greater; helping to improve both the profitability and the loyalty of customers. … Continued

  • WDS Help

    The WDS Help app: providing customer support, when they want it, where they want it.

    According to Deloitte’s 2013 Mobile Consumer trends research, the use of WiFi while outside the office or home has reached substantial levels with 60% of smartphone owners using it while on the go and 23% while commuting. From the same study we can see some interesting data about smartphone ownership, which saw a 20% growth rate … Continued

  • Mobile Loyalty Audit4

    It’s not me, it’s YOU: Mobile Operators and the customer relationship

    Research has shown the increasing influence of social media into the customer journey, from initial evaluation through to purchase and ownership.

  • Mobile Loyalty Audit2

    The customer churn crisis

    Research has shown the increasing influence of social media into the customer journey, from initial evaluation through to purchase and ownership.

  • Mobile Loyalty Audit5

    Customer service key in decision to switch operator

    Research has shown the increasing influence of social media into the customer journey, from initial evaluation through to purchase and ownership.

  • acquisition

    The basics are fundamental to customer acquisition

    Research has shown the increasing influence of social media into the customer journey, from initial evaluation through to purchase and ownership.

  • WDS Mobile Loyalty Audit 2014 Infographic

    Inertia: The elephant in the room

    Research has shown the increasing influence of social media into the customer journey, from initial evaluation through to purchase and ownership.

  • social blog

    When, why and how to use social media to support your customer journey

    Research has shown the increasing influence of social media into the customer journey, from initial evaluation through to purchase and ownership.

  • Deflect up to 40% of support calls

    How mobile operators can deflect 40% of support calls

    A recent WDS call audit reveals a growing trend for customers to self-serve online with 40% of customers heading to their mobile operator’s website before they called its contact center. Unfortunately for customers and mobile brands alike, customers are not always able to find the information they need online.

  • wds-online-care

    The changing face of customer support, calls for a self-care revolution…

    A recent WDS call audit reveals a growing trend for customers to self-serve online with 40% of customers heading to their mobile operator’s website before they called its contact center. Unfortunately for customers and mobile brands alike, customers are not always able to find the information they need online.

  • Cost to serve

    How to reduce the cost of a customer support interaction by 98%

    For regional operators and MVNO brands, the self-care problem is further compounded by the increased prevalence of SIM-only plans which allow customers to bring their own devices onto the network Today, 40% of subscribers visit their mobile operator's website before they pick up the phone to customer support. 82% of them did so with the … Continued

  • mwc-logos

    MWC2014 – That’s a wrap

    As the Mobile World Congress closes its doors we look at key announcements and trends during last week.

  • Trends-home

    WDS Mobile Trends 2014

    From mega-mergers to wearable tech, data privacy to an overdue boost in battery performance, here are ten trends set to shape the industry in 2014.

  • self-service

    Cut your support costs with effective self-service

    In the ever changing landscape of mobile customer service, one question seems to remain eternally topical… “How can we optimize our web site in order to reduce call volume into the contact center?” Among the sea of other ‘upstream’ problem prevention mechanisms, the web always seems to surface as the salient mechanism for strategic focus … Continued

  • Ghost devices: The problem of TAC accuracy

    With hundreds of manufacturers filling local demand for low-cost smartphones, it’s becoming increasingly difficult for mobile operators to keep track of what’s attached to their network. The world’s top five smartphone manufacturers (Samsung, Apple, Huawei, Lenovo and LG), only account for 59% of all device shipments. In fact, to meet increased global demand, hundreds of … Continued

  • experience-3

    Experience Magazine #3

    In what is now our third edition of Experience, we investigate how robust industry satisfaction and loyalty metrics actually are, highlight some telling trends from the WDS Mobile Loyalty Audit 2013 and outline how wireless brands can supplement existing segmentation to better measure customer value and guide investment. It’s this type of insight that we believe creates actionable business intelligence for our customers and the wireless community at large.

  • A brave new world for US mobile subscribers

    At the end of 2012 we blogged about T-Mobile firing the starting gun for price innovation in the hope that this disruptive move would become a catalyst for more innovative tariffs from competing US carriers. This week we see the unfolding of a series of announcements and rumors in relation to smartphone tariffs that stand … Continued

  • Chasing the next big thing

    By the time a mobile customer is eligible for a device upgrade, their smartphone can already be two-generations old. It’s little wonder then that device satisfaction starts to fall after just six months; but just how damaging is this to mobile operator loyalty? Even if purchased on launch day, a device manufacturer’s flagship product is … Continued

  • CEM is about the journey, not the individual destinations.

    The term customer experience has flooded the market but the concept enjoys little consistency across the context in which it’s used. It’s not uncommon for an organization claiming to manage or improve the customer experience to in fact provide solutions that service just one destination across the broader customer journey; be it point of sale, … Continued

  • Post purchase rationalization, we all want to believe we made the right choice.

    Often, when making a high involvement decision on the purchase of a car, a TV or perhaps a laptop many of us invest a great deal of time researching and comparing our options before arriving at a final decision; only then to be left with a sense of unease. Did we make the right decision? … Continued

  • Mobile Loyalty Audit 2013 – Series 2: Episode 3

    [soundcloud url="https://api.soundcloud.com/tracks/88570485" width="100%" height="166" iframe="true" /] So the apostles, have been postulating over the 'Apostle Model' and stressing over the 'Stress Tests', to discuss the outcomes of the WDS Mobile Loyalty Audit for 2013; its implications for NPS and CSAT; and for operators in today's hype-competitive market. Are you a loyalist, a mercenary, a defector, … Continued

  • WDS Wireless Industry Trends 2013

    Infographic You can download out trends report, plus we also have an infographic available here for easy reading. WDS Trends 2013 At WDS, A Xerox Company, we like to keep our fingers firmly on the industry’s pulse. That’s why every year we publish 10 key trends that we think will shape the industry over the coming … Continued

  • T-Mobile fires the starting gun for price innovation

    Handset subsidization was the catalyst that propelled the smartphone into the hands of the masses. Designed to lower the price points to a level that would fuel growth, attract new subscribers and establish technology parity across the network it served its short-term purpose. Long term however, these artificial price points initiated a distortion in the … Continued

  • experience-2

    Experience Magazine #2

    In this issue we investigate whether the industry is mistaking satisfaction for loyalty, highlight why many reward-based ‘loyalty’ programs are only serving a very short-term purpose and outline how wireless brands can better guide investment to drive true brand loyalty. It’s this type of insight that we believe creates actionable business intelligence for our customers … Continued

  • experience-1

    Experience Magazine #1

    Published twice a year by WDS, each issue of Experience will deliver analysis into some of the key trends shaping the wireless customer experience and provide valuable insight for operators, device manufacturers, OS vendors, developers….and pretty much anyone else with an interest in wireless. In the first issue of Experience, WDS explores some of the … Continued

  • Infographic_trends-2013

    WDS Wireless Industry Trends 2012

    You can download out trends report here for easy reading. WDS Trends 2012 At WDS, we like to keep our fingers firmly on the industry’s pulse. That’s why every year we publish 10 key trends that we think will shape the industry over the coming 12 months. Looking back to last year, we were largely on … Continued