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

Tag Archives: Customer Response Summit Charleston

5 Minutes of Brilliance – How LinkedIn Handles Surges

At our Customer Response Summit events, we love to offer use case examples of how providers are helping the brands they work with to provide better customer experiences. Our 5 Minutes of Brilliance sessions during the event are quick snippets of best practices used to solve a specific issue or challenge.

For those of you that were unable to join us last week in Charleston, we hope that you enjoy the recap of one of our 5 Minutes of Brilliance sessions below.

The following is a guest blog by Joey Greenwald, Director, Demand Gen & Operations at Directly. 

At the bi-annual Execs In The Know Customer Response Summit,  March 12-14, 2018, Andy Yasutake, Senior Director of Global Technology and Solutions & Operations at LinkedIn, spoke about using Directly’s unique customer care model to manage customer service surges. Here are the key takeaways:

How does LinkedIn leverage the gig economy?

“There is this marketplace of people out there . . . very engaged members who are already active on LinkedIn hosting and helping other members. What if we could tap into that in some way? We partnered with Directly. Directly offers an expert-based solution. We already had a significant amount of members engaging in our community forums, in our help centers . . . What if we picked a few members and offered them a monetary reward?”

How did Directly help with a significant surge in customer service requests?

“Surge protection was built in. In 2012 when we had an issue . . .  it took us 16 weeks to recover. We had to hire a bunch of people that didn’t know how to use our tools. [In 2016]  it was [re] exposed, but a lot of members started contacting us. We had a 1300% increase. [This time] we engaged experts . . . and leveraging the power of the Directly platform with our tools and our brand of LinkedIn, we were able to improve performance.”

What has Directly done for LinkedIn overall?

“We were getting incredible response times. An email that would take twenty four, seventeen hours . . . we were getting response times in six minutes, so the customer satisfaction went through the roof. They’re going, ‘This is like a real time channel, except it’s email.’ Directly’s solution helped us identify members . . . offer them a Directly/LinkedIn co-branded message . . . but it offers [the service request] up first to [Directly] experts before it goes to an internal [representative].”

It was an incredible solution that was just offering general support. The impact has been significant cost savings. . . . [and] we’re averaging 3 to 5 minutes on response times for emails that would have taken 24 hours. . . . Our internal employees . . . are actually working on higher value channels.”

If you want to watch Andy’s entire presentation (it’s not long, we promise), click here.

Join the CX conversation with Directly on Twitter @Directly, and if you want to find out how Directly can transform your customer service, visit their website or schedule a demo today.

Chat vs. Messaging for Customer Support: Why Messaging Wins

The following is a guest blog by Krysta Gahagen, Product Marketing Manager at Sparkcentral. For more information on Sparkcentral, visit their website

Many brands ask us about the differences between using live chat versus digital messaging (ie. Messenger, WeChat, in-app/in-web messaging, etc.) for customer support. That’s right, chat and messaging are NOT the same. Although chat was loved by brands in the past, we believe its final days, as it currently exists, are near. To explain why it’s important to first clearly distinguish how the two are different.

Take a look at the examples below to see the difference between a messaging interaction versus that of a chat interaction.

 

 The example above is one of messaging.

In this interaction, I had reached out to one of my favorite brands, Nordstrom, to get some help finding a jacket.  Here is what was great about using messaging for customer support:

– This conversation was asynchronous, meaning the agent and I could communicate without being available at the same time.

– It was extremely convenient – I received a push notification on my phone’s home screen when the agent responded (rather than staring at my phone waiting for a response).

– It was contextual, so if I ever forgot which jacket I was looking at, I could just open up the app and go directly to the link the agent had sent me. Also, if I ever reached out again, the agent would know exactly what that previous interaction looked like.

– It felt personal and human. I was able to share just how genuinely excited I was by simply adding emoji to the message. With messaging, agents and customers can share and express emotions via emoji and gifs. Continue reading

Top 3 Benefits and Best Practices of Contact Center Modernization

The following is a guest blog by Jil Fisher, Vice President of Product Management at West Interactive. For more information on West, visit their website

Some things never go out of style, like The Beatles, evenings by the fireplace and homemade apple pie.

Unfortunately, your contact center isn’t one of them, and if you haven’t replaced or upgraded your solutions recently, there’s a good chance your customers have noticed. In that case, it’s probably time for a little contact center modernization.

A good contact center makes an impact for three important stakeholders:

1) Your customers
2) Your agents
3) And your business

Contact center modernization can make your solution better for them all. Customer care has made huge advances over the last several years. Texting is now a common communication track for businesses, and AI and chatbots continue to forge new ground.

Amid all this change, customer expectations have responded. Today’s customers demand the flexibility to communicate in their preferred channel, at their preferred time. And they no longer accept long wait times and impersonal service as the norm.

You need to keep up in order to keep your customers.

In the past, updating or replacing your system to provide a higher level of service was cost-prohibitive. But today, that’s not necessarily the case. With a cloud-based system and an experienced partner, you can take your customer experience to new heights without doing the same for your expenditures. If you haven’t done so yet, going to the cloud is the number one step in contact center modernization.

But even if you do have a cloud-based solution, there are a few best practices to find even more value. So with that in mind, here are the top three benefits and best practices to guide you through your contact center modernization.

Save big money over time

Obviously, one massive incentive of contact center modernization is cost savings. So as you begin this process, consider future adaptations for even greater efficiency and customer experience.

As new technology develops, you need to have a process to incorporate it into your contact center plan. Customers may want to connect through traditional voice channels, but the preference is quickly changing to other channels, including email, chat, mobile and social.

That means your contact center needs expanded capabilities around these channels. On the one hand, you’ll have a few more expenses up front to ensure all those channels are supported, even if you’re not currently using them. But these channels are also easily automated, which can drastically cut customer service costs and agent workload.

Best Practice #1: Update the systems you need today and prepare for the growing customer service channels of the future.

Of course, upgrading your premise-based system to accommodate all of these channels can get very expensive very fast. But by moving to the cloud, you can cut many up-front costs and prepare for quick changes down the road.

These solutions could completely replace your current technology, but they’re more likely to run alongside existing systems. Cloud-based solutions let you pick upgrades you need without the expense of replacing all your current equipment right away. Plus, your customers can start using the channels they love, giving an instant boost to loyalty and retention. Continue reading

The Top 10 Customer Experience Trends in 2018

The following is a guest blog from Lauren Kindzierski, HGS Vice President, Solutions and Capabilities. For more information on HGS, visit their website.

The customer service industry will experience the biggest digital shift yet in 2018, as customer experience (CX) brand leaders seek to expand channels, leverage analytics, adopt automation, and integrate the front office with back office operations. CX pioneers should prepare for a surge in the adoption of disrupter technologies like artificial intelligence (AI), digital self-service, and bot tools, as well as the need to hire data scientists to improve business intelligence and better enable consumers to get the right answer fast. These digital capabilities will help some businesses, with the right unified engagement strategy and delivery expertise, to unlock a treasure trove of transformational potential for optimizing customer experiencebalancing the cost of service with frictionless engagement. In this report, we will cover those digital innovation and customer engagement operational trends that will assist CX leaders in planning their transformation projects in 2018-19. (Click here to view a webinar from January 10 on this same topic.)

1. Digital channels finally overtake voice.

We will finally witness the tipping point where digital channels—email, chat, social, text, messaging—overtake voice in the contact center. Mobile driven interaction management —in-app messaging, chat, SMS, and social—have become foundational components of an omnichannel strategy. According to Dimension Data’s global contact center benchmarking report, digital interactions accounted for over 42% of all interactions taking place inside the contact center in the beginning of 2017. At that current rate, digital was expected to overtake voice in 2018. It’s already happening with some of our clients. One consumer packaged goods client being serviced out of the UK receives 71% of all customer interactions from digital channels, and only 29% from voice. Included in these statistics are messaging via WhatsApp, which currently accounts for approximately 10% of the client’s volume. Instant communication will become the standard for exceptional customer service in 2018. Messaging is the new channel of choice, according to Twilio research, which states 89% of consumers want to use messaging to communicate with a business. There are multiple benefits to messaging such as the ability to send photos or videos between agents and customers, faster and more timely communications, and the ability to stop, start, and continue with the conversation at the customer’s convenience.

2. Investments in advanced analytics tools drive customer experience transformation.

Advanced data analytics tools can help businesses uncover business-critical insights and gain a competitive edge. According to Gartner, “By 2018 50% of agent interactions will be influenced by real-time analytics.” As customer experience analytics matures, it is becoming increasingly predictive and focused on personalization. A sophisticated data analytics tool can make predictions, or generate recommendations based on information gathered, thus giving contact center agents and bots more background and context on each individual customer they are servicing. In addition, analytics plays a significant role in increasing productivity. As one case in point, speech analytics can detect non-value adds, such as long conversational pauses or points in the conversation when the customer has to repeat responses. Continue reading

Execs In The Know Connects Customer Experience Leaders to Industry Learning at Customer Response Summit Charleston

Powerhouse Speakers From Neiman Marcus, Indeed, Capital One and T-Mobile to Keynote Execs In The Know – Customer Response Summit Charleston

PHOENIX, AZ. – (February 15, 2018) – Community of customer experience professionals, Execs In The Know, have released the agenda for their next executive gathering – Customer Response Summit (CRS) Charleston. CRS Charleston will be held March 12th-14th, 2018, at the Belmond Charleston Place, in Charleston, SC. AI for service, employee engagement, outsourcing, quality, personalization, and more will be featured topics of discussion. The customer experience conference will include keynotes from Neiman Marcus, Indeed, Capital One, and T-Mobile.

CRS is a gathering of customer service leaders, across many verticals, focused on working together to improve the customer care industry, and create innovative experiences for their brands. Highlights of the CX leadership event include an Innovation Lab, evening networking opportunities, and an exclusive tour of the T-Mobile Charleston facility. The newest version of the CXMB Series – 2017 Corporate Edition – will also be released (a joint effort between Execs In The Know and COPC Inc.).

“Between our stellar line-up of speakers and our historic host city of Charleston, we are thrilled to bring CRS to the East Coast, in March,” said Chad McDaniel, President and CEO of Execs In The Know. “Our community is constantly inspiring us through the stories and innovative experiences they offer in their own brands. I can’t tell you how special it is to be able to meet face-to-face with these amazing leaders and watch the sharing that takes place amongst peers.”

Other leading corporate brands that will be speaking at the customer care event include Grubhub, Sweetwater Sound, Aetna, USA TODAY NETWORK, Balsam Hill and more.

To learn more or to register, visit the event website www.execsintheknow.com/events/crs-charleston/.

About Execs In The Know

Execs In The Know is a global community of customer experience professionals, from various industry verticals, all focused on the same thing – excellence in customer service and 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 their national event – Customer Response Summit – twice a year (in the Spring and Fall), giving executives the opportunity to connect face-to-face. They also hold a number of other live regional events throughout the year including Subject Matter Briefings (on topics like social media, AI, SMS, outsourcing, etc.), Lunch & Learns, Workshops, and EITK Dinners. The community is able to stay engaged long after the events come to an end through industry content and thought leadership, webinars, reports, and various social communities.

Learn more at www.execsintheknow.com.

Media Contact:

Alyssa Pitura
info@execsintheknow.com