The Future of Customer Service - CRMXchange · The Future of Customer Service Top 5 Trends 1. ......

Kelly Koelliker

Director, Solutions Marketing

The Future of Customer Service

Top 5 Trends

Take a Guess!

What do you think will make

the Top 5 Trends for the

Future of Customer Service?

Who remembers the Palm Pilot?

Palm Pilots were launched March 10, 1997:

Just 20 years ago!

Technology is changing rapidly

Customer expectations are changing rapidly

Customer service organizations…. not as much

How can you keep up with expectations?

What trends should you adopt?

What do customers REALLY want?

The Future of Customer Service

Top Trends5

#1: Self-Service

Within 4 years consumers

will manage

85% of their

relationshipswith an organization without

interfacing with a human.

Gartner, The Five CRM Customer Engagement Technologies to Focus on through 2020, 8 March 2016

Better Outcomes, Less Effort

• Empower the customer to help

themselves and provide service the

way the customer wants to access it

• Deflect interactions from more costly

channels like phone, email and chat

Happier

customers for

less money!

1. Self-service knowledge should be driven from agent knowledge

2. Optimize self-service for mobile usage

3. Consider including simple transactions as well as knowledge

4. Ask for customer feedback

5. Always include escalation channels

Sounds great, how do I do it?

There are no channels

just people.

Customer Choice - Shared Intelligence

What does the rise in self-service mean for

my existing call centers?

Call centers, and the employees who staff

them, are now more important than ever.

• Assess your current self-service offering

• Check for clear escalation paths

• Consider a customer survey

How can I get started TODAY?

Is your organization

currently looking into bots

and/or virtual assistants?

#2: Bots and Artificial

IntelligenceSOON

The Evolution of Virtual Assistants

Benefits of Bots and Virtual Assistants

• Seamlessly transition from self to assisted

service

• Elicit more detailed questions from customers

• Deflect common questions from higher cost

channels

• Provide the experience customers are looking for

Rules-Based vs. AI-Based

• Rules allow granular control over the user experience

• Rules also require additional maintenance and setup

• AI should be able to learn and improve with minimal maintenance

• AI can be difficult to control and can lead to undesirable user experience

• Organizations should seek solutions that provide a balance of these approaches

• Analyze inbound questions from digital

channels to determine if a bot would

significantly affect deflection

#3: Speech Recognition

Do you use Alexa, Siri or

Google Home in your daily

Voice Driven

Knowledge Management

• Every 10 years a paradigm shift occurs

around how we interact with computers

• The technology is now mature enough

• With Siri, Google Home and Alexa – voice

driven knowledge is now.

• Adds the capability of bots and VAs to the

voice experience

YTE / INK

Speech Recognition is not just for

customers!

• Agents and branch/store employees

spend a tremendous amount of time

searching for information

• Typing and searching pull attention away

from focusing on the customer

• Real-time speech recognition can

automatically present contextually

relevant search results as the agent

speaks to the customer

• Do side-by-sides with your agents and

watch how they work.

• Look for instances where they search for

information to determine the benefit of

adding speech recognition.

#4: Internet of ThingsFUTURE

“The interconnection via the

Internet of computing devices

embedded in everyday objects,

enabling them to send and receive

data.”

IoT - Wearables

By 2020 more

than 30 billion devices

will be wirelessly

connected to physical

things

Context

Why do WE care?

Convenience

• Think about what use case scenarios

could be possible in your industry

• Focus on those with the highest impact to

context and convenience

Pew Research Social Media Fact Sheet, 2017

#5: Social Media and

CommunitiesNOW

69% of the public uses social media

Your customers are talking TO you.

Your customers are talking ABOUT you.

Are you LISTENING?

Listen Analyze

Engage Collaborate

LISTEN for keywords and topics about

your organization, your competitors and

other industry topics across a variety of

media platforms.

ANALYZE the aggregate set of

messages to find emerging issues and

trends

ENGAGE with customers who require

customer service with the same

experience as traditional channels

COLLABORATE with customers and

other employees around emerging

issues, popular topics and FAQs

• If you don’t have a current social media

listening platform, run a keyword search on

top sites like Twitter and Facebook.

• If your marketing team already has a

listening platform, start a conversation

about how they are handling customer

service inquiries.

Summary

Bots and AISelf-ServiceSpeech

Recognition

Internet of

ThingsSocial Media and

Communities

Contact Us

www.verint.com

info@verint.com

kelly.koelliker@verint.com

The Future of Customer Service - CRMXchange · The Future of Customer Service Top 5 Trends 1. ......

Documents

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