Today , most AI conversation topics are not developed appropriately for customer needs and answers . And chat sessions seem to go on forever .
I do think that chatbot conversation lengths need to be reviewed . The AI should be prompting the customer after their third attempt to get an answer if they would like to speak to a live agent .
I cannot even remember the number of times I have disconnected from a chat . The AI just didn ’ t understand what I wanted and I do think this is becoming the norm .
"... MOST AI CONVERSATION TOPICS ARE NOT DEVELOPED APPROPRIATELY FOR CUSTOMER NEEDS AND ANSWERS . AND CHAT SESSIONS SEEM TO GO ON FOREVER ."
ARE THERE CUSTOMER INSIGHTS THAT COMPANIES THROUGH THEIR CONTACT CENTERS ARE MISSING ?
A : I think companies do not concentrate enough on what the customers want or need .
As an example , why is there a huge push for high-cost EV vehicles when there are not enough charging stations or electricity to charge the stations on the highways ?
The dependency on contextual interaction is a concern . That companies try so hard to be sure the agent knows all about the customer BEFORE they even say “ hello ” makes me wonder if the agents really read the information and are trained on how to search , react , and discuss what they see .
Innovation should be a part of a company ’ s culture , start at the top , and involve all departments . To innovate is to improve by developing new products or services , technologies , processes , and marketing .
I miss proactive personalization : a call , a handwritten note , or even an email that a company appreciates my business and says thank you !
CUSTOMERS ARE OFTEN CYNICAL ABOUT PROVIDING FEEDBACK EITHER DIRECTLY THROUGH SURVEYS AND / OR INDIRECTLY THROUGH CONVERSATIONS . BUT DO COMPANIES PAY ATTENTION TO WHAT CUSTOMERS SAY ? IN EMPLOYMENT ENGAGEMENT AND QUALITY ? AND , MOST CRITICALLY , IN PRODUCT AND SERVICE FEATURES , QUALITY , DELIVERY , AND PRICING .
A : In my opinion , feedback is the link between attrition and customer satisfaction . In most cases , management often sees these as two separate issues that require individual solutions .
Continuous feedback from your employees and customers must be a priority and should result in reduced turnover and improved customer experience . Your customers may feel the impact of constant turnover through the level of service they receive , which will influence their attitude toward your company .
We all know the following : happy employees mean happy customers !
As for surveys , they are only as good as the questions asked . If you are just ranking with numbers and never ask their reasons for a high or low rating you are just wasting their and your time .
Why not limit the number of survey questions to three or four and be specific ? I ’ ll bet your staff will come up with scores of questions to ask your customers and employees .
For customers , ask them about the product they ordered , its value for cost paid and if you met their delivery expectations .
For employees , ask if your customer software is easy to navigate and if not , why , are systems reliable , do they freeze , and is the response time slow ?
Reach out to survey recipients ( employee or customer ) to thank them for completing the survey and discuss their positive or negative comments .
You may be uncovering new insights . I can honestly say that I have never been contacted about my survey comments . Imagine what companies could learn from me and other customers if they had bothered to reach out !
Finally , focus groups are back . Bring your customers and staff to headquarters and have them meet your executives , discuss why they are part of this group , and that you value their input . Provide a light breakfast or lunch and ask them questions that will give you specific answers .
" CONTINUOUS FEEDBACK FROM YOUR EMPLOYEES AND CUSTOMERS MUST BE A PRIORITY AND SHOULD RESULT IN REDUCED TURNOVER AND IMPROVED CUSTOMER EXPERIENCE ."
8 CONTACT CENTER PIPELINE