If you’ve ever had to write a cheque in the last 12 months, you’ll have almost certainly reflected on how technology has changed this type of transaction for the better. You may also have considered how the 45 minutes trying to locate your cheque book in the first could have been more productively used.
The digital revolution has changed the mindset of us as consumers, as we embrace tools and technology that makes our lives more efficient and productive.
Nowhere is this more prevalent than customer service with the arrival of Intelligent Self-Service and the opportunities it brings.
In this blog post, Darren Gough of Island23 Limited, a community, content and engagement consultancy, discusses how the 24/7 nature of community management calls for creating time for self care and the importance of wellbeing.
Who Is Your Brand’s Audience? Community Sets The Tone
As a brand, you probably have a pretty good idea of what your company stands for and how it positions itself in the market for its audience (if you don’t, there’s some work to be done)! No doubt you have some form of branding guidelines, a corporate mission statement and perhaps even some in house culture documentation on what your team is about.
Here’s the real question though: do your customers see your brand in the same way?
Embrace AI But Do The Unexpected: How To Rebuild Trust In Your Customers
If you’ve been following our recent blogs, you’ll know we see Artificial Intelligence (AI) and Intelligent Self-Service (ISS) as a huge growth area for communities and customer service teams.
Certainly, as technology continues to evolve it will empower customers to help themselves resolve their challenges quickly and effectively. The role of the customer service team will shift as there is no longer a requirement for the customer to spend time on hold waiting to speak to a team member to solve a large percentage of their general enquiries.
Community Management: Gazing Into Our Crystal Ball…
As the celebrations of New Year are but a distant memory and 2019 settles in around us, we look ahead to what will be another important growth year for community management.
2018 saw a lot of lightbulb moments for many organisations who finally started to dig deeper into what an online community really was, and what it could offer. It was fantastic for us to speak to lots of new businesses who wanted to drill down further into what a community could do for the whole organisation and the value that could bring.
Have You Heard This One?
A customer calls into a customer service department, explains the problem, gets into a long winded exchange and eventually gets an answer. It takes 30 mins.
How About This One?
A customer calls into a customer service department, explains the same problem, gets into a long winded exchange and eventually gets an answer. It takes 30 mins.
Did you notice the difference? If you said “there wasn’t one”, you’d be right (help yourself to a virtual iced bun).
It seems crazy that in 2019 this is still happening with organisations, but it is and here’s why.