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. Brilliant technology and analysis won’t work if your care environment is not capturing reliable, considered data points.
Digital self-care is about to revolutionize how organizations build and maintain relationships with their customers, but what does it mean for your brand?
As we continue to march forth to the realization of artificial intelligence, there are mass concerns with what this means for the human workforce.
Research has shown the increasing influence of social media into the customer journey, from initial evaluation through to purchase and ownership.
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
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
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
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
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
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
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.
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.