Marketing Strategy - May 17, 2020

How To Deliver a Consistent Customer Experience

Sayyam Hafeez May 17, 2020

0 373 5 min read

Jacada discuss how customer service automation can help you deliver a consistent customer experience.

Corporate America has been steadily shifting toward remote work models in recent years, but the Coronavirus crisis has sped things up considerably.

With millions of Americans unable to get to the office, telecommuting isn’t just popular today – it’s necessary to continue doing business.

A recent Gartner study revealed the number of remote workers has increased significantly in the wake of the COVID-19 pandemic.

Approximately 30% of employees worked from home on occasion before the crisis, but that figure jumped to 41% due to recent events.

Some organizations have embraced remote work arrangements more readily than others — almost half the businesses Gartner surveyed stated that more than 80% of their staff are now working remotely.

Because conditions have changed so quickly, companies haven’t had time to prepare for this new normal. Many are racing to keep up and support remote workers with whatever tools and resources they need.

Contact centres are a particular concern, given the expectation to consistently provide exemplary customer service, regardless of what’s going on in the world.

With the right approach and technology, companies can keep their call centres firing on all cylinders and create a better customer experience during this transition.

Take the Strain Off Remote Workers With Intelligent Chatbots

COVID-19 has impacted just about every industry and organization, disrupting normal operations, straining resources and compelling employees to do more with less.

Health care providers, airlines, banks, retailers, and other businesses are inundated with calls from customers looking for insurance coverage information, refunds on canceled flights, updates on delayed orders, and much more.

The Wall Street Journal reported that United Airlines has seen its contact centre call volume double since the pandemic began.

Complicating matters is the fact that many customer support agents are working from home using devices and networks that may not be optimized for massive surges in call volume.

Inundated with calls, representatives may try to cycle through caller questions and complaints as quickly as possible, with little regard for the overall customer experience.

Companies can take the burden off agents’ shoulders by using intelligent chatbots. AI-enabled virtual assistants can answer questions, process transactions, and provide customer support without needing a call centre representative to step in and find a solution. That, in turn, can help lower call volumes for remote call centre agents.

The latest AI-driven chatbot platforms are better equipped to recognize user intent when interacting with customers, so they can respond appropriately to questions.

Virtual assistants can provide a wide range of information for customers, including account details, insurance coverage options, refund statuses, order updates, and troubleshooting tips.

With that extra support, your remote workforce can breathe a little easier. Not to mention, customers are able to get quick answers to their questions and address problems without needing to pick up a phone.