In the second part of this two-part series, George Despinic covers the third and fourth strategic pillars driving customer experience in leading customer-centric organizations.
From the video
My name is George Despinic, and I'm Mitel's product marketing manager for Contact Center Solutions. This is the second video in our series talking about how customer-centric organizations digitally transform. In my last video blog, I talked about the fact that the number one priority for a majority of companies out there is to improve their customer experience.
Looking for more help taking your customer experience to the next level? Check out Customer Experience For Dummies now. >
Companies recognize that they need to not only build customer-centric organizations, but to dynamically engage with customers on the digital channels they choose to use. We looked at what companies like Starbucks, Zappos and AT& T are doing to be customer-centric. Including actively listening to customers through social media, web and app analytics, and proactively anticipating customers' needs by collecting accurate and relevant information, and then delivering exceptional customer service based on situational needs.
The third strategic pillar driving customer experience in these industry-leading companies is sharing knowledge, both internally and with customers. Customer-centric organizations understand that knowledge generated by both organizations and customers should be shared. Openly sharing information not only improves agent efficiency, but can dramatically lower customer effort. In fact, delivering contextual knowledge to an employee or a customer can reduce response time by 20 to 80 percent.
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he fourth strategic pillar is adapting to customer demands and circumstances in real time. So how are they doing it? Well first, they're analyzing large volumes of fast changing datasets, they're using predictive analytics to predict future events and prescribe the next best action, and they're also automating processes using things like chatbox, leaving people to handle the more complicated, non-routine processes. Now the best way to achieve this is to integrate all of your applications at micro services into your customer service ecosystem via APIs like rest.
Below this video are helpful links to guide you on how to implement these technologies in your business. As well, you can see how HealthEast, a large health care provider in the US, used rest APIs to accomplish a 20 percent increase in agent productivity, a 6 percent decrease in abandon rates, and a 30 to 86 percent increase in SLAs.