By 2020, customers will manage 85% of their interactions with an organisation without a human.
By 2025, Artificial Intelligence (A.I.) will account for 95% of all customer interactions with your organisation.
These two predictions by Gartner and Servion give a very clear indication as to where customer engagement is heading, especially at a time when competing purely on products and pricing in a competitive global market is tough.
Did you know a lot of your customers don’t want to speak to you? In fact, a 2018 Pega survey found that 57% actually dread it. Does this mean that once blooming relationship is over, and you’ve somehow offended your valuable audience beyond measure? Not in the slightest! It means your customer is evolving and it’s your job to evolve with them.
Ever heard of the 80/20 rule? It can apply to many areas of productivity but the basic premise is that 80% of your time doing low-value repetitive tasks is better spent focussing on the 20% of tasks that yield the best return for your efforts.
In the world of customer service, it’s not uncommon for a customer service rep to spend 80% of their time responding to common and repetitive calls or emails with the same information effectively making them (through no fault of their own) inefficient and probably somewhat demoralised.
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?