Execs In The Know- A Global Network of Customer Experience Professionals

Tag Archives: CR Summit Marina del Rey

What is the technology behind a true omnichannel solution?

The following is a guest post by Priyanka Tiwari, Sr. Product Marketing Manager at Interactions. To learn more about Interactions, visit the company’s website.

Over the last few years, the word ‘omnichannel’ has been used (and overused) to describe a utopia of marketing and customer care. We all have heard and read about how an omnichannel approach solves all customer care issues and allows brands to prove their customer obsession. Then why do brands still pursue a better approach?

The answer is simple: because every brand has defined ‘omnichannel’ using the best of their abilities and technologies at hand. We saw many multichannel or cross-channel solutions being called omnichannel only to be found incapable of delivering what they promised. What we needed was a solution capable of delivering a true omnichannel experience. And what differentiates a true omnichannel solution from its counterparts is the technology that empowers it.

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Messaging Customer Care Business Case

The following is a guest post by Abhay Prasad, Vice President, Product Management for Sparkcentral. To learn more about Sparkcentral visit their website. 

Messaging Customer Care: Real-World Deployments, Real Results

The goal of this blog post is to clearly identify the business value of implementing messaging customer care alongside traditional care channels such as phone, email, and live-chat. In my role as Head of Product, I have the privilege of meeting customer service and customer experience leaders on a weekly basis. Over the last several years of my career, I have racked up several hundred such conversations.

These conversations are a part of my role that I love and value immensely because they help me understand our customers’ priorities. While every organization has its own way of articulating their customer service priorities, they generally fall into three main buckets: improving customer experience, controlling customer service costs, and improving agent satisfaction. Agent productivity impacts all three of these commonly held priorities.

Improving agent productivity means conversations are being resolved faster which is a key component of customer satisfaction. It also impacts agent satisfaction because higher productivity is achieved by eliminating repetitive, mundane or wasteful actions that agents are required to do for issue resolution. Finally, and most significantly, agent productivity is directly tied to cost control since its presence enables organizations to handle higher volumes of customer service requests.

In previous posts, we’ve talked about how messaging customer care provides superior CX for consumers. What’s often overlooked is that customer care over messaging channels is also significantly cheaper compared to other, more traditional channels including voice and textual channels such as email and live chat. This is largely because messaging enables agents to dramatically increase productivity.

Voice vs. Messaging

To understand how much more productive, we analyzed a representative sample of our customer base. We found that agents on our platform are able to resolve between 5.7 to 14.5 conversations per hour. This resolution rate is about 25-65% higher than that of voice teams. The median messaging customer care team resolves 7.2 conversations per hour. This is about 42% higher than the benchmark of 4.2-5.2 resolutions per hour for a voice agent. This does not include conversations that did not require a response (e.g., conversations resolved by bots and automation, or a “Thank you” from a customer after a conversation was already marked resolved by an agent). Also excluded are additional conversations conducted by agents that were never resolved.

This disparity in productivity is driven by a messaging agent’s ability to handle many more simultaneous conversations than a voice agent is able to. Agents on our platform often have more than 10 conversations being actively handled at once without jeopardizing the quality of service.

Email vs. Messaging

Messaging provides an even higher productivity gain over email. Email, like messaging, is an asynchronous channel. This means that conversations don’t have to happen in real time and can span minutes, hours, or even days. However, from a consumer’s point of view, email is a highly dissatisfying channel, associated with high response times (often a day, sometimes several days) and high friction. Continue reading

Execs In The Know CX Leadership Event – Customer Response Summit – Coming to Marina del Rey

Leading CX Leaders From Microsoft, Upwork, LinkedIn, and Chick-fil-A to Keynote Execs In The Know – Customer Response Summit Marina del Rey

PHOENIXJuly 12, 2018 — Execs In The Know, a community of Customer Experience Professionals, has announced the details of their national event – Customer Response Summit (CRS) Marina del Rey. CRS Marina del Rey will be held September 10th-12th, 2018, at The Ritz-Carlton Marina del Rey, in Marina del Rey, CA. Culture, customer engagement, AI, the millennial workforce, mindfulness, digital transformation, and more will be featured topics of discussion. The customer experience conference will include keynotes from Chick-fil-A, LinkedIn, Upwork, and Microsoft.

CRS is a gathering of customer service leaders, across many verticals, focused on creating innovative experiences for their brands. Highlights of the CX leadership event include an exclusive tour of the Porsche Experience Center Los Angeles, evening networking opportunities, and numerous case studies. The newest version of the CXMB Series – 2018 Consumer Edition, will also be released (a joint effort between Execs In The Know and COPC Inc.).

“Our EITK community is a dynamic, collaborative group of customer experience executives who are constantly inspiring us and leading the charge in their own organizations,” said Chad McDaniel, President and CEO of Execs In The Know. “There’s nothing quite like the sharing, networking, and learning at our live events and I would urge anyone who hasn’t been part of one to join us in Marina del Rey to experience it for themselves.”

Other leading corporate brands that will speak at the customer care event include Humana, Uber, GoDaddy, Southwest Airlines, Slack, Electrolux, and more.

To learn more or to register, visit the event website https://www.execsintheknow.com/events/marina-del-rey/.

About Execs In The Know

Execs In The Know is a global community of customer experience professionals focused on excellence in customer experience. Execs In The Know gives brands a platform to share and gain insights, benchmark their brand, stay on top of the latest trends in CX, and create lasting relationships with their peers – “Leaders Learning From Leaders.”

Execs In The Know holds numerous live events each year including Customer Response Summit, Subject Matter Briefings, Lunch & Learns, and Dinners. They also offer industry content and thought leadership, webinars, reports, and various social communities.

Learn more at www.execsintheknow.com.

Media Contact:
Alyssa Pitura
info@execsintheknow.com