Are you part of the 80% of enterprises that feel their current customer service systems do not meet their future needs? Read on for surefire solutions.
To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. A truly authentic omnichannel customer experience is achieved when the consumer can seamlessly transition between any device and platform—including the web, voice, chat, messaging, social media, video and email.
To enable this omnichannel experience, companies and customer service operations are integrating new technologies, and upgrading their existing ones.
With achievement comes challenges
However, delivering the much-desired omnichannel experience comes with its own set of challenges. Quality service must be provided at every touchpoint, and individual channels must be streamlined into a single cohesive omnichannel experience. In order to ensure the customer-facing journey is seamless, the enterprise must provide agents with everything they need to deliver on the omni channel promise.
One of biggest challenges is handling data. Considering that contact centers today hold immense repositories of customer data, processing this information is no simple feat. Every interaction, touchpoint and communication is captured and stored, and how a contact center handles its data is critical to its success. In practice, agents accessing an open customer care case must sift through increasingly complicated data sets and perform a time-consuming analysis in order to form a comprehensive picture of the customer’s profile.
At the same time, today’s rapid methods of engagement have conditioned customers to expect immediate response times. The result is extreme pressure on agents and the customer service system to process data effectively within seconds.
Rise of video engagement
Visual experiences are gaining traction within customer interactions, and are poised to become the dominant channel for customer communications. According to technology giant Cisco, video will account for 80% of all Internet traffic by 2019, up from 64% in 2014. Facebook founder Mark Zuckerberg supports that statistic, predicting that that 90% of the social network’s content will be video-based by 2018. Those numbers seem within reach as Facebook reports an average of more than 1 billion video views each day, led by Millennials who prefer visual images over text-based posts by 68%.
Augmented Reality (AR), Virtual Reality (VR) and 360° video are already making headway as enhanced forms of visual engagement – IKEA has developed a concept kitchen that suggests recipes based on the ingredients on the table, Gap has launched a Virtual Dressing Room app, and Target has introduced a 360-degree design shopping experience. This comes as no surprise as research shows that 90% of all information transmitted to the brain is visual, and approximately 65% of the population are visual learners, with people processing visual images 60,000 times faster than via text.
Efficacy of video within customer service
Visual engagement has been proven especially effective within the omnichannel experience across a wide range of sales, marketing and customer service and support scenarios, providing the quickest route to success and resolution in a number of use cases. Video can be used to efficiently analyze customer data, such as items of particular interest, product preferences or purchase history. In addition,visual augmented support can be used to solve technical problems, or to resolve complicated billing disputes, among others.
With TechSee, traditional customer service is transformed into a visual experience, enabling companies to virtually enter the world of the customer, including his home environment, technology, vehicle and closet. This opportunity, driven by the available technology, has given rise to a whole new visual omnichannel experience.
Read “Visual Omnichannel: A Revolutionary Customer Experience,” a new White Paper that offers an in-depth discussion about the omnichannel challenges faced by contact centers with varying levels of data integration. The White Paper presents clear solutions on how implementing a visual omnichannel strategy empowers contact centers to keep up with customers’ service level expectations, while improving their KPIs in the process.