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How can technology help contact centres with empathy?

Make technology your services friend to display heightened care and simplicity in service.

Customer service is no longer the same. While having good conversations with customers is essential and will always exist, providing an overall journey experience has become the differentiator.

Excellent customer experience starts with proactively managing customer needs, and if the need for servicing arises, it is about building strong customer connections through empathetic servicing.

Empathy in contact centres goes beyond conversations:

It starts with appreciating the customer’s time and providing a great experience at the initial IVR through self-help enablement and getting the right servicing agent to the customer without long wait times.

When you show empathy by acknowledging the customer’s emotional state, they can relax more, and positive energy replaces any anxiety, bringing along efficient call outcomes.

Servicing right the first time helps reduce customer effort and builds immense trust, resulting in higher loyalty and advocacy.

Empathy in customer service is paramount as it can increase customer satisfaction, even after a negative experience.

“The true essence of servicing comes from genuine empathy. Empathy is the pathway for creating lasting experiences."

Increase your empathy drivers within your customer service organisation

Many organisations are focused on delivering empathy way down in the value chain. This approach of reactive customer management does result in extra effort on the part of customer service teams to overturn the poor experience.

Infusing technology at the start of the journey can go a long way in providing a great experience and building customer loyalty. Imagine an experience where customers are contacted before the issue is experienced and issues are preempted and resolved even before they have been experienced.

Organisations focused on providing great experience need to display empathetic care across the value chain and ensure adequate steps are taken to combine people, process, and technology to deliver a great customer experience. Technology in today’s day and age can create the Aha! moment by bringing an element of surprise in servicing, which can magnify the delight factor for customers.

Increase your empathy drivers within your customer service organisation

Many organisations are focused on delivering empathy way down in the value chain. This approach of reactive customer management does result in extra effort on the part of customer service teams to overturn the poor experience.

Infusing technology at the start of the journey can go a long way in providing a great experience and building customer loyalty. Imagine an experience where customers are contacted before the issue is experienced and issues are preempted and resolved even before they have been experienced.

Organisations focused on providing great experience need to display empathetic care across the value chain and ensure adequate steps are taken to combine people, process, and technology to deliver a great customer experience. Technology in today’s day and age can create the Aha! moment by bringing an element of surprise in servicing, which can magnify the delight factor for customers.

Empathy at the core of service

Empathy is the key driver to achieve a high-quality customer experience in service settings. To serve, you need to connect at a human level. With access to modern technology, organisations can create a human-like experience across the value chain. It is easier than ever to interact with customers at every leg of the journey in a caring and compassionate way and make them feel heard by acknowledging their feelings.

Using technology enablers, organisations can deliver greater care to customers. Organisations can predict issues before they happen, provide seamless contact experience, deliver quick service, display knowledge of the issue and most importantly, be well prepared and better equipped in providing resolution.

Key enablers to drive empathetic servicing
AI/ML solutions: Display proactive care through intelligent insights

Known issues are the most significant contributors to customer contacts. Customer interactions revolve around a similar set of problems, and most other customers will often experience things experienced by one customer.

Leveraging AI and ML, an organisation can better understand customers’ requirements and get into a habit of providing proactive solutions for most known issues that will help drive better CX.

Intelligent contact management: Start with a great experience

Customers don’t have time to spend hours with customer service teams. The word “transfer” drops the service experience and impacts the flow of the interaction.

Using a Conversation IVR with AI, companies can ensure skilled based routing, create a seamless IVR experience and allow AI-powered automation to empower customer service teams to pick on critical clues to manage customer expectations and improve customer retention.

Omni-channel customer experience: Making customer journey seamless

Customers today expect to get “always-on” customer service. Customers are seeking more flexibility in the way they want to interact with their service providers.

To make this experience seamless, companies can leverage omnichannel solutions to allow greater contact flexibility, powered with integrated customer management systems to ensure a consistent journey experience and track their whole customer experience.

Knowledge Management: Deliver consistent service experience across all customer touchpoints

Excellent service comes from consistency. Getting consistent responses from a service team is critical to building trust and making customers feel confident in the service.

Knowledge management platform helps customer service agents fetch information needed to resolve customer issues promptly and accurately. The tool allows an organisation to have a seamless service strategy and acts as a single source of truth for ensuring a consistent service experience for customers.

Service desk Solutions: Single pane of glass

Having one view of the customer is key to providing a great customer experience. Customer service teams need to have easy and simplified access to multiple customer systems to ensure holistic servicing.

A single pane of glass solutions allows businesses to present data from multiple sources in a unified display. Having one view on the customer enables a holistic all-rounded resolution to customer issues and can play a big part in ensuring proactive customer management.

Conclusion

Technology is an integral part of stellar customer experience. Combining the human with the technology is a great way to deliver a great customer experience and ensure greater loyalty and advocacy.

Highly customer-centric organisations such as American Express have always focused on leveraging emotional intelligence to make a connection. Most leading organisations such as Zappos, Amazon, IKEA, Netflix, Verizon today ensure their product connects to their customers at a deeper level, which can only happen by making empathy a vital service component.

Connect technology with people and process to drive strong customer connections, more excellent customer experience, loyalty and advocacy and become the provider of choice for your customers.

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