Posted: April 5, 2016 by Jaime Stenning
In March Robert was a keynote speaker at the Customer Experience Summit, a fantastic event organised by Nuance and held at Renaissance St Pancras. It brought together leaders in Customer Experience to discuss the ever evolving customer service landscape, with a focus on IVR, mobile and web channels.
At this years’ summit we’re going to hear how each of the following five imperatives for effortless self-service plays a key role in creating the secret sauce for customer loyalty:
Intuitive first point of contact: Make the self-service experience natural and effortless, greeting consumers with a simple “How can I help you?”
Turn self-service into a conversation: Infuse your self-service interactions with the warmth and ease of a human encounter, understanding their intent, not just their words.
Get personal and be helpful: Recognize your customers and engage with them according to their preferences – letting them know they are important.
Anticipate their needs: Know what your customer may want and provide it when and how they need it.
Be consistent across channels: Give customers choices in how to interact with you and connect these interactions into a seamless conversation.
Read more take outs from the summit here.
And if you’re desperate for more, read the fantastic whitepaper on Best Self Service. Ever. We’ll be talking about this further over the next couple of weeks!