While the quality of customer experiences is improving globally, everything about the customer is changing – motivations, connections, expectations, time and purchasing power – even as demand, product and process complexity increases
This approach is promoted by leading analysts such as Forrester. It is based on decades of research that show that organisations that make life easy and effortless for their customers, consistently outperform those that do not. Low customer effort has been proven to increase customer loyalty and lifetime value.
Mobile Cloud’s approach to reducing customer effort is threefold:
Through a combination of advanced CX analytics and RPA, you can get a real-time, actionable understanding of your customer’s needs, enabling you to make integrated business decisions about the best resources to employ to deliver the perfect experience.
Omni-Channel Service Vision:
CX Operating model design:
Customer Journey optimization:
Digital and self-service design:
Contact centre transformation:
VOC & experience analytics:
Getting to know your customers and how they behave is easy with Alterian’s Real-Time CX Platform. See how customers actually interact across all of your touchpoints, see where they pause or break the journey, and spot opportunities to improve each journey. Clear, out-of-the-box journey analytic dashboards provide key business metrics to show how your initiatives deliver a return on investment.
Take control of designing your journeys across all touchpoints with the Alterian Real-Time CX Platform. Whether it is delivering Next Best Actions, Personalized Recommendations or Helping Channel Switching, designing journeys is straightforward. Using Journey Experience Designer, business users take ownership of journeys and orchestrate, without relying on teams of developers and system owners.
Using RPA, Attended Automation combines the power of the Digital Worker, and Human interaction, to create a symbiotic relationship. This therefore helps to deliver agile solutions for your business needs.
Attended Automation is typically targeted towards the front-office. This is because Digital Workers require human interaction to start or complete a series of activities here. For example, in data capture to setup a direct debit, or in real-time exception handling to validate data via a portal.
Where a Digital Worker will continue processing back-office data, the customer-facing tasks are handled by the front-office worker. Altogether this makes the overall activity more productive and efficient. With both the Digital Worker and Human working in collaboration, the Attended Automation approach ensures your business gets a complete RPA solution.
When companies implement Knowledge Management (KM) solutions that provide “controlled knowledge” to customers, they are 34% more likely to improve customer satisfaction compared to those that use other KM solutions.
Many businesses have realised, or are beginning to realise, that much of the pain in their customer journeys relate directly to the inability of customers and employees to access the answers they want in their moment of need.
New research shows that Knowledge Management is a key capability in the new reality for work at home colleagues. A dedicated knowledge solution can help them stay engaged, competent and consistent. Time to competence will be dramatically reduced, and customers experiences improved.
In striving to continuously improve their customer experience, businesses are implementing Knowledge Management (KM) solutions for their customer teams which provide answers to customers questions – not just information.
Consumers’ communication preferences have changed dramatically in the past decade. The number of monthly texts sent has increased by more than 7,700%.
US smartphone users send and receive five times more texts than they make and receive calls.
Consumers are less willing to Wait on hold for a call agent, navigate an IVR system, email an inquiry and wait for a response or attend to webchat windows.
At the same time, e-commerce has proven to be an ineffective way for consumers to purchase products and services. Less than 5% of people who visit a website actually buy something, with just 11% of retail sales coming from e-commerce. What consumers really want is a way to ask their questions and get an answer via a communication platform they prefer.
They want to be able to ask follow-up questions as they occur to them and have more natural conversations.
Companies today face several critical business challenges – they need to increase revenue and market share, acquire new customers and retain existing ones, drive operational efficiencies, ensure corporate and regulatory compliance, and increase overall customer satisfaction.
Analytics lives in the core of every business. It requires the right approach, knowledge, and organizational alignment in order to succeed. According to a recent NICE customer survey, customer experience has overtaken price and product as the key brand differentiator for consumers. But gaining the skills and insight needed to achieve best in class customer experiences requires that you build analytics into your very nature.
On the micro-level, we provide you with deep insights on how to improve the quality and effectiveness of masses of individual interactions. On the macro level, we provide solutions that enable you to track and understand the customer’s entire journey across all touchpoints.
With customer experience poised to overtake factors like price and product as the dominant differentiator in just about every industry — and many would argue it already has — a ho-hum approach to customer feedback management and customer data analytics simply won’t do. If you’re still using a one-dimensional, survey-driven approach to understanding your customers, there’s a good chance you’re about to get overtaken by your competitors.
The trick you need to master? Pooling every source of data about customer interactions and combining that with the structured feedback your customer surveys deliver. Our solutions from NICE Satmetrix and NICE Nexidia combine to deliver next-level insights on the Customer Experience.
Mobile Cloud adopts a multi-layered analytics approach to Voice of the Customer and employee feedback: ASK – LISTEN – OBSERVE