Inside Customer Experience--Insights About Today's Connected Consumer
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This document discusses optimizing the multi-device customer experience. It notes that customers want to resolve issues on the go using their mobile devices and expect quick resolutions to avoid frustration. It recommends companies provide self-service mobile apps, text message customer service, digital concierges that monitor social media, and use video agents and predictive analytics to anticipate customer needs and proactively address them.
Inside Customer Experience--Insights About Today's Connected Consumer
- 6. IN TODAYS MULTI-TASKING MULTI-DEVICE WORLD
- 7. PEOPLE WANT TO RESOLVE THEIR ISSUES ON THE GO, VIA THEIR MOBILE AND TABLET DEVICE AND IN BETWEEN TEXT MESSAGES
- 8. EVERY MOMENT OF HOLD TIME, HUNT AND SEARCH TIME, OR IVR FRUSTRATION WILL PUT CUSTOMER LOYALTY TO THE TEST.
- 9. IF NOT, THEN THEY ARENT AFRAID TO GOOGLE THE COMPETITION
- 11. SELF-SERVICE MOBILE APPS View insurance ID card View policy Pay your bill View discounts and coverage Quote adding a vehicle View driver and vehicle information Update contact info View agent contact info Address questions, issues and complaints View claims status
- 18. MONITOR THE SOCIAL MEDIA LANDSCAPE
- 19. ITS NOT JUST FACEBOOK & TWITTER
- 20. CONDUCT PUBLIC FACING CUSTOMER SERVICE
- 22. LOG AND TRACK ALL ENGAGEMENTS IN CRM
- 26. VIDEO AGENT
- 28. ANTICIPATORY CUSTOMER SERVICE WHERE COMPANIES PREDICT CUSTOMER NEEDS AND PROACTIVELY ADDRESS THEM Micah Solomon, Author High Tech, High Touch Customer Service
- 30. DELIVER ACTIONABLE INSIGHTS AT THE POINT OF INTERACTION