September 10, 2024
With customers reaching out to brands through various channels at any given time, customer service is no longer just a cost function but a revenue-generating department.
With customers reaching out to brands through various channels at any given time, customer service is no longer just a cost function but a revenue-generating department. As Forbes reports, “customers have opportunities to win agents over, increase their confidence and recommend other products and services that add dollars directly to the bottom line”. So, what are you doing to ensure the department is aligned to your business goals?
Customer service agents are the voice of your brand, and providing excellent problem resolution can have a significant impact on customer retention and lifetime value. In fact, studies show that 89% of customers consider a quick response to an initial inquiry important when deciding which company to buy from, and 97% say bad customer service changes buying behavior.
To achieve your business goals, you need to consider the following:
Your insights tool needs to integrate into your existing tools and provide information regardless of the channel used by the customer: chat, e-mail, social messaging, or calls, among others. Your customer support operations need to be omni-channel.
What data is needed? How to store it ensuring Personal Identifiable Information (PII) protection? How can it be properly maintained? All these questions are relevant and needed for the long-term plan to succeed.
By using NLP and Artificial Intelligence (AI), your agents can get help from AI tools and reply faster and with better accuracy. For instance, the AI tool can also be the seed of a chatbot to ensure agents are only replying to the most complex and difficult queries (source).
To achieve ambitious goals with your customer service operations, there are tens of thousands of models, using the best NLP models as well as a powerful annotation strategy is key to success. On top of data, gathering and labeling data to improve it on an ongoing basis requires not only specialized annotators but also experts to ensure that the engines learn continuously (source).
Finally, powerful solutions need to provide insights for business leaders and both the high-level view as well as the ability to dive deeper into the details is an essential feature for such tools. This will ensure you can build predictive models to ensure ongoing improved performance for your operations.
While putting all these pieces together may take time, M47 Labs is here to help. Get in touch today to learn how we can optimize your call center for business success.
