Customer experience is the new battle. Is your company ready?

How do you feel when you call a business and the service is poor, time-consuming, and sometimes doesn’t even solve your problem? Truth be told, no one wants to buy or do business with a company whose customer service leaves something to be fulfilled.

The consumer experience (or CX) is on the daily agenda of companies because improving it increases brand loyalty, customer satisfaction, sales, and revenue. According to studies by the consulting firm Bain & Company, businesses can increase their revenue by between 4% and 8% when they prioritize a better customer service experience. It’s a lot.

Customer experience

Customer service experience refers to the perception that customers have of how they are treated by a company, whether it is browsing a website, buying something, etc. This perception represents proven earnings and a real impact on the consumer’s purchase decision. If they like the company they are interacting with, they will come back and recommend it to other buyers as well.

  • 90% of Americans use good/bad customer service as a factor in deciding whether to do business with a company or not. (Microsoft).

What to do to improve the consumer experience?

One of the most important factors is the customer service improvements, where all those customers who need help with something, who are dissatisfied, who want information, a price, a duplicate ticket, negotiate a debt, etc., get in touch with the company.

In times of automation, the same is true for all those who have difficulties with automated processes for placing an order, opening an account, exchanging points for merchandise, etc. That is, the client who comes into contact with customer service is already carrying a load of frustrations, expectations and probably is impatient.

Understanding is essential to better serve this consumer. But here’s the problem: companies around the world are embracing Artificial Intelligence to establish customer relationships, whether by voice or chat.

Count on a Smart Artificial Intelligence

Automated service is a one-way ticket. It represents significant advances in service agility and cost reduction, but it’s important to be careful.

Not all artificial intelligence and machine learning solutions are efficient at understanding what is being requested. And that results in wrong answers, wasted time, and more frustration for the consumer. It is also necessary to study the language and the way each person speaks in-depth, which is different from one company to another. It is also necessary to create empathetic and humanized digital agents.

A+ Responsive Service

Unlike the traditional IVR service, Olos Inbound solves customer service problems. Using artificial intelligence, the system understands the request and asks if the client wants to perform the action as the system, including an auxiliary channel such as WhatsApp, or if they prefer to speak with a human assistant.

If the client chooses to speak with an assistant, he or she is informed about the waiting time and, upon being attended, will not need to provide their ID or personal details once again. This is because there is data history of the service and centralized data intelligence in a single platform, which allows to begin the contact in one channel and finish it using other, in a very fluid way.

Voice or text communication is easy to understand, quick, and efficient. It is not necessary to repeat the information. The result is excellent: it meets customer demands, reduces wait times, improves productivity for human assistants, and speeds up the service process.

Multi-channel optimization:

  • Olos Digital Agent: it is a system that was developed to adapt the customer service of companies to new standards of Digital Age consumer behavior. Agility and self-service are increasingly essential features to have in communication projects. With a well-implemented digitization project, the human element is better appraised: it enters only in more specific conditions.
  • Olos IVR: Answer calls, answer questions, direct assistance, recognize digits and voice, play predefined audios or use TTS (Text-To-Speech);
  • Olos ACD: Optimizes and facilitates routing receptive contacts (Inbound) to several channels (either voice or text, Bot or Human), providing the customer with an excellent service experience.

Features:

  • WEB monitoring: Real-time Olos platform web management;
  • Recording: Quick retrieval of recordings through the use of dynamic filters. It also allows screen recordings, suspicions, and signal exchange;
  • CDR Portal: detailed analysis by different parameters of a given call;
  • Cost control: Telephone cost reports, by day, hour, agents, operators, campaigns, mailings, regions, etc. In addition to a panel with the real-time costs of each campaign;
  • Customized reports: allows to customize reports that cover different operational evaluation criteria in a simple way, without the need of assistance from technical departments;
  • MAB (Media App Builder): Interface developed by Olos to build IVRs and Bots because we understand that agility is important in creating and editing dialogues and flows;

Olos Exclusivity:

  • Smart Callback: automatically calls customers who leave the queue. The feature includes discovering the caller by IVR and gives information about the customer’s name for the agent through a whisper, improving customer satisfaction, providing bigger business possibilities, and reducing the cost of 1-800;
  • 1-800 Killer Cell Phone: Talk to the customer in a cheaper way than 1-800 when calling through the cell phone, preventing the call from being cut off at the source (operator), but also avoiding abusive call charges.

Olos is present in 7 of the 10 largest contact centers in Brazil. Talk to our experts!

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