Guest Post: 4 Ways Technology Can Boost Your Customer Service Experience

In a mobile-oriented society where consumers thrive on social media and have come to expect instant communication, technology has become an increasingly important key to delivering effective customer service. Companies are using technology to meet customer demands for omnichannel support and access to online knowledge bases with a goal of differentiating their brands through customer service. Eighty-eight percent of companies feel they’ve made good or excellent progress toward delivering modern customer experience. Telephone support, online service and mobile service are some areas where companies are increasing their technology investments. Here’s a look at some technology tools you can use to improve your customer service experience and boost customer satisfaction.

Cloud Contact Centers

Today’s foundation for delivering effective omnichannel support is the cloud contact center. Cloud contact center solutions such as 8×8, Altitude and Aspect provide a single platform companies can use to centralize online, chat, phone and email support. This type of central platform enables your support team to deliver a seamlessly-integrated experience to customers even when a ticket moves from one channel or agent to another. Cloud centers also make it easier to deploy remote representatives, giving you more agility and cutting your expenses for on-premise support.

Self-service Tools

The most important customer service option you can provide to increase efficiency and customer satisfaction are tools for self-service like online knowledge bases answering frequently-asked questions. Seventy-five percent of consumers see self-service as an effective way to address customer service issues, and 67 percent prefer self-service to speaking to a company representative, a Nuance survey found. Only 40 percent of consumers contact customer support to resolve their issue after consulting an online knowledge database, meaning you can reduce your service volume by more than half by providing self-service options.

Live Chat

For service issues that don’t lend themselves to self-service, live chat is one of the best contact channels you can offer. Live chat delivers the highest satisfaction rate of all service channels, with 73 percent of customers coming away satisfied from live chat experience, compared to 61 percent for email and 44 percent for phone. Chatbot tools such as Pandorabots can also help you streamline your customer service workload by automatically handling many of your support tickets and improving the efficiency of ticker routing to human representatives. 1-800-FLOWERS found that deploying a chatbot to place orders on Facebook and direct other inquires to human representatives, used in conjunction with voice-command tools such as Alexa and Watson, boosted revenue in addition to increasing efficiency.

Phone Tools

While automated tools such as knowledge bases and chatbots can help you reduce your service workload, it’s also important to have live phone support for tickets that require a human response. Being unable to reach a live person is one of the most frustrating customer service experiences, and failing to provide this option will greatly reduce your customer satisfaction levels. To optimize the efficiency of your phone support, you can use an 800 number in conjunction with a menu system that automatically routes calls to the appropriate department. Structuring your menu options based on your customers’ most frequently-asked questions can greatly improve the efficiency of your phone service. To identify your customers’ most common concerns, monitor your site search bar and online knowledge database’s most frequent search terms and design menu options that correspond to these topics.

About the Author

Roy Rasmussen, coauthor of Publishing for Publicity, is a freelance writer who helps select clients write quality content to reach business and technology audiences. His clients have included Fortune 500 companies and bestselling authors. His most recent projects include books on cloud computing, small business management, sales, business coaching, social media marketing, and career planning.

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Guest Post: How Cloud-Based Predictive Analytics Gives Companies a Competitive Marketing Advantage

Monitoring and fine-tuning analytics are becoming essential to stay competitive in today’s marketplace. Case in point: Business intelligence analytics software sales will reach $18.3 billion in 2017, a 7.3 percent increase from last year, Gartner projects.

By 2020, the market will be worth $22.8 billion and analytics will be mainstream, Gartner forecasts. This means your competitors will be using analytics. Here’s how getting on board with cloud-based predictive analytics now can help you gain a lead on the competition and increase your bottom line.

Optimize Your Marketing

A great advantage of analytics software is that it gives you the ability to objectively measure the effectiveness of your marketing by tracking key performance indicators, explains Silvon Software director Pat Hennel. Some KPIs you can easily track include:

  • Sales revenue
  • Cost per lead acquisition
  • Customer lifetime value
  • Online marketing ROI

Tracking KPIs enables you to see which of your marketing campaigns are generating the best return on investment so that you can reallocate resources to those efforts rather than non-performing ones.

Similarly, you can identify which marketing channels are yielding the best results so you can focus on those media. You can also see which demographics represent your best customers to emphasize those target markets and gear your sales themes toward benefits that will appeal to them.

Refocus Your Sales Efforts

Another benefit of cloud-based analytics tools is the ability to combine them with customer relationship software to better leverage your sales efforts. By analyzing your organization’s lead database, you can better identify which prospects are qualified leads in order to deploy your sales reps accordingly. From there, you can identify which prospects are furthest along in the sales cycle and more likely to convert into a sale.

You can also analyze customer sales history to identify which customers represent your biggest revenue sources and best repeat buyers. You can then prioritize these customers and develop sales strategies specifically geared toward them.

Personalize Your Sales Presentations

Combining cloud-based predictive analytics with CRM tools can also help you personalize your sales presentations to make them more persuasive to individual customers. In fact, you can review a customer’s history of past purchases to see what types of products and services they prefer.

For example, Amazon displays offers based on what the customer has previously browsed or purchased and what types of products have been purchased by other people who browsed or purchased the same items.

You can also study individual purchase patterns to identify their shopping style and what types of factors influenced their previous buying decisions. For instance, one customer might be more likely to respond to a certain type of added-value benefit, while another might be more likely to respond to a lower price. You can then supply this information to your sales representatives so they have a better idea how to appeal to that particular customer.

Increase Customer Satisfaction with Superior Service

Cloud-based analytics can also enhance your sales and marketing efforts by allowing you to track the performance of your customer service teams, which is key in achieving repeat business and referrals. Cloud-based contact center platforms, including Aspect Zipwire, let you track your customer service performance across multiple channels (e.g., phone, email, online chat and more), giving you a comprehensive perspective so you can make any necessary adjustments and improvements.

To track your customer service performance, you can then set up KPIs. Customer performance KPIs you can track include overall satisfaction, the number of resolved issues, average resolution time and complaint escalation rate.

 

About the Author

Roy Rasmussen, coauthor of Publishing for Publicity, is a freelance writer who helps select clients write quality content to reach business and technology audiences. His clients have included Fortune 500 companies and bestselling authors. His most recent projects include books on cloud computing, small business management, sales, business coaching, social media marketing, and career planning.

 

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Guest Post: 5 Loyalty Languages to Boost Brand Loyalty

In the age of instant gratification, brand loyalty is not what it used to be: Today, you can get your groceries delivered straight to your home, request a ride across town via Uber or Lyft, and turn to a service like Amazon Prime to bring nearly anything else you want to your doorstep.

Indeed, our culture has grow so accustomed to relying on technology for just about anything that many people are quick to jump ship and move on to the next trendy app or service if it promises better convenience and service. While customers stand to benefit due to strategies developed by such forward-thinking companies, this proverbial arms race is causing brands to completely reconsider how to craft messaging and marketing initiatives.

Business strategy experts at Accenture recently conducted a study on this very subject in order to identify the latest strategies to reach customers in our digital age. Here are the five loyalty languages that Accenture experts found to be the most effective at establishing brand loyalty.

Tailor Your Approach

Customers value companies that can custom-tailor the shopping experience for them. Whether it’s deciding between a pair of custom-designed Vans or Nike sneakers or a monogrammed handbag from Madewell or Longchamp, customers appreciate the option to make a product their own — and this appreciation tends to yield brand loyalty.

Customers also value brands that communicate with them through their preferred social media channels. This is why it’s so crucial to use a broad range of social media and marketing initiatives to get your message to your customers in a manner that establishes convenience and loyalty.

If your company struggles to manage effective customer service, consider using a cloud contact center that offers workforce management software. This can help your company to stay in contact with customers 24/7 — from virtually any location — to better track their wants and needs.

Offer Rewards

Accenture’s research noted that nearly 60 percent of consumers feel loyal to brands as a result of being offered rewards for their patronage. Receiving free gift cards and promotional discounts with a purchase are strategies that have proven effective for creating brand loyalty.

While you may view these rewards as an expensive undertaking, it’s actually a short-sighted way of looking at the issue. Instead of focusing on the cost of offering rewards, think of how much more business you’ll enjoy over time by sending small tokens of appreciation to customers when they least expect it.

Provide an Experience

Millennials in particular value new experiences over “things.” To effectively reach this market, you can invite customers to co-create with your brand as well as assist and inspire the design of your products and services. By eliciting customer feedback and putting it into action, you can build loyalty by showing customers that their opinions matter to you.

Partner with Influencers

Today’s consumers also appreciate companies that aim to model the same behavior and charisma made popular in pop culture. One highly effective way to build brand loyalty is to partner with social media influencers and celebrities who your audience idolizes. An estimated 23 percent of survey respondents in Accenture’s research noted that they tend to remain loyal to brands that partner with celebrities and social media influencers.

Share Your Connections

Finally, trying to operate in a silo — and not always thinking outside the box — could be a detriment to your business. Partnering with other non-competing brands that attract a similar customer base is a great way to reach new consumers. It’s also a show of good faith to your current customers to connect them with other useful products and services that can make their lives a little easier.

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Guest Post: Increase Your Social Media Engagement with These Proven Strategies

How-to-Create-a-Brand-Identity-Using-Social-Media-04

There is no question that social media has earned its spot in every business’ digital marketing strategy. The rise of social platforms such as Facebook, Twitter, Instagram and LinkedIn have forever shaped the way users express themselves online.

Nowadays, almost every business has some type of social media account. 83% of fortune 500 companies have a presence on Twitter and over 3 million companies have LinkedIn profiles. However, simply having a social media account and posting content is not enough. What makes the difference between good brands and great brands on social is not only the quality of content, but also the level of interaction and engagement they devote to their audience. Are you replying back to users who comment on your photos? Do you regularly like trending posts within your industry? Have you developed an online personality for your brand?

Follow these guaranteed strategies and you’ll be well on your way to connecting with your target audience and increasing engagement on all of your social media platforms.

Facebook

4 million likes are generated by Facebook users every minute.

Liking is one of the most important aspects of social media. So hop on the bandwagon and click the thumbs up button! It’s important to like something when you see that it pertains to your business because you’re not only engaging with your industry, but you’re also connecting with accounts who share similar interests. Over time, social media platforms will start to see patterns in the content you’re liking and expose you to more related items. The great thing about Facebook is that if you have a particular reaction to a post, you can choose that instead of just thumbs up. Choose the laughing emoji when something is funny or the angry face when you’re upset. The important thing is when you react to a post, you begin to get filtered into a particular niche. What you discover in that niche is other users who belong there as well.

Those users are your target audience. So be friendly and say hi! Put a huge emphasis on liking content in your social media marketing strategy. Give users a like on their posts and explore what you have in common. These users will start to recognize your name and become familiar with your online presence. With one click and some curiosity, they could end up on your page! Don’t be stingy with likes, spread the love and watch it return back to you.

Instagram

Instagram generates over 3.5 billion likes a day and its usage has doubled in the last two years.

Much like Facebook, the way you’re able to connect with people through Instagram is by liking photos. Some users will exercise proper etiquette and like one of your photos in return for your like, but other times it just might not happen. That’s okay though, there’s no limit on the amount of posts you can like, so go ahead and double tap on posts that are relevant to your industry!

YouTube

100 million people take social action on YouTube every week in the form of likes, shares, or comments.

Commenting is just as important as liking for the same reason that you get to interact with your target audience and engage in your community. The difference with a comment versus a like is that you have the opportunity to communicate your unique perspective on a topic.

You can answer questions on trending posts, offer insight, or type something reactionary. This will help increase your engagement because users can actually see what you’re thinking.  They can go off on your ideas or like your comment in agreement with what you’ve said. Comments provide another opportunity for users to engage with your brand. Be social and leave a comment!

Twitter

500 million Tweets are sent every day, which translates, to 6,000 Tweets a second.

Twitter is all about the short and the sweet. Essentially, Twitter is a string of comments. The way you get your brand to increase engagement on Twitter is by participating in the never-ending dialogue. You can do this by liking, commenting, and most importantly, retweeting.

Twitter is a little different from other social platforms because it has a higher frequency of posts. According to Neil Patel (social media marketing maven and co-founder of KISSmetrics) the optimal amount to post on Twitter to increase engagement is 1 – 5 posts a day. Plan your posts beforehand or retweet other authorities within your industry. Keep up with the pace of Twitter so users can recognize your effort.

LinkedIn

The 14 most popular posts on LinkedIn are all about advice in the workplace.

LinkedIn is the platform business professionals go to in order to apply for an internship, look for a job, or expand the range of their professional network. What users are looking for on LinkedIn is the means to gain a better standing in their career. This can be in the form of acquiring a job or the knowledge to gain better skills. Your posts on LinkedIn should be about interesting water cooler topics professionals can read in their downtime. It’s perfectly acceptable to be on LinkedIn during work, so keep your content related to the workplace if you want to see engagement from this audience!

A Quick Recap

Social media marketing is genuinely about being social on the screen. If your brand is

participating in the social aspect of each platform, you will begin to see engagement rise because your account is active. It’s important to keep that part of social media in mind because it shows your followers you understand how to use their media! Let’s Recap:

  • Facebook – Like posts that are related to your industry
  • Instagram – Double tap appropriate photos in your niche
  • YouTube – Provide insight, leave a comment
  • Twitter – Keep up with the pace of tweets
  • LinkedIn – Make it about the workplace

 

About Author:

therese

Therese Palmere is a passionate content writer at Aumcore. Aumcore is a New York based digital marketing agency offering solutions from creative social media campaigns to SEO and web design driven by results.

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Guest Post: 5 Tech Solutions That Will Help You Exceed Customer Expectations

In a time where the world is more connected through technology and social media, providing excellent customer service is crucial. The reputation of your business is built on its effectiveness, including the customer experience.

Exceeding customer expectations creates loyal customers and it differentiates you from the competition. In addition, word of mouth is now more powerful than ever, as customers can easily share both positive and negative opinions online.

Here are 5 powerful tech solutions that will help you exceed customer expectations and provide exceptional customer service:

work

  1. Vision Helpdesk 

Serving businesses of all sizes and levels, Vision Helpdesk is a leading customer support software that comes in 3 different products. There’s the Helpdesk software, which enables customer support agents to receive, process, and respond to service requests. On the other hand, the Satellite Helpdesk software provides a multi-company customer support management solutions.

Additionally, all features from Helpdesk and Satellite Helpdesk combined are provided by the Service Desk software which follows the discipline of IT service management.

Unique features of these software include task management, ticket billing, asset management, and release management. Vision Helpdesk allows you to stay on track as you serve clients, creating a client portal that is convenient for both customer and company.

There are multiple pricing plans offered, varying by the specific software and the hosting plan. Pricing starts at $7 per month to host Helpdesk on your server with a recurring license, or a one-time license for $150.

  1. TeamSupport

This customer support program allows teams to collaborate better by eliminating miscommunications and quickly addressing customer issues. Improving customer communication helps teams handle the customer service process better.

The program has some key unique features that help with the delivery of cohesive customer support. There is ticket automation, which allows support staff to flag messages by word or type. For example, a staff could add a flag for any support request that contains the word “upset” or “frustrated.” This allows the team to prioritize the more urgent requests that need attention.

Another key feature is the Knowledge Base tool. This allows clients to try to solve their own minor issues, which enables support staff to handle bigger challenges that may arise. With TeamSupport, customers can have their needs prioritized and met with efficient responses. Pricing starts from $40 per month.

  1. Office 365 

Another top solution that will help you exceed customer expectations is Office 365. This cloud-based service features a number of different tools that can be beneficial. One of the newly debuted services is Bookings, which allows customers to schedule appointments with a company using online software. This makes a convenient process for customers as it eliminates the need for a phone call.

Dynamics is another Office 365 software tool. The CRM package brings a line of integrated business management solutions that allow your staff to make important business decisions with a greater sense of confidence. Key features of Dynamics include lead management, contact management, and territory management.

Pricing for Office 365 starts from $5/month per user, for the Business Essentials plan. Microsoft Dynamics pricing plans start at $4 per user/month.

  1. Samanage

If your company is seeking a more advanced, user-friendly help desk solution then Samanage is the option for you. Making life easier for both your team and the customer, Samanage has comprehensive functionality that allows you to quickly respond to service requests. This results in improved support for your customers.

The intuitive service desk ensures that your team will deliver exemplary support. Clients use their email or the powerful self-service portal to submit service tickets. Users can even search for a solution independently by using the system’s Knowledge Base.

In addition to submitting a new service ticket, your customers can easily track the status of a pending issue.

Samanage allows for a desk data integration and can be used on the go from any smartphone or tablet with web browsing capabilities. You can experience the convenience and up-to-date reliability of Samanage for an affordable annual subscription based on your software needs.

  1. AmoCRM

AmoCRM allows you to manage your pipeline and sales team. The sales management service is a web-based platform enables businesses to manage customer relationships more effectively. You can directly link platforms such as Facebook, Dropbox, Xero, and Zendesk to AmoCRM.

Valuable features include sales analytics, lead scoring, and email integration. The software supports custom field creation and provides a user-friendly approach to managing your company’ interactions with current and potential customers.

AmoCrm allows you to upload existing customers from contact databases such as Gmail and Outlook. There are also follow-up tasks to keep you up-to-date on meetings and calls, and these are attached to the contact or lead cards.

AmoCRM is free to try and plans start from $15/month.

There are many excellent technological solutions available that help businesses thrive in managing their customer service by maximizing efficiency and enhancing communication. However, technology can only take you so far. In order to provide a stellar customer service, your entire business should be customer-service oriented. Strive to exceed customer expectations whenever you can and this will definitely take your business a long way in terms of longevity and reputation.

 

About the Author:

heather

Heather Redding is an avid reader, freelance writer, coffee snob and a tech enthusiast from Aurora, Illinois. When she is not working, Heather enjoys swimming and hanging out with her friends. You can reach Heather via Twitter.

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Guest Post: How to Manage Your Remote Customer Service Team

The internet has made it possible for businesses to sell to anyone, anywhere in the world – yet at the same time, the internet has shifted power to consumers as they can get information on any product or service from multiple vendors and compare prices. In order to win business and succeed in this type of competitive environment, you must take a customer-centric approach and support your customers with the best possible customer service possible, even if that team’s scattered around the world.

That brings us to our next point. How do you manage a remote support team? How can you optimize support to cover all 24 hours of the day? Aside from logistics, how can you keep everyone productive and accountable? How can you make sure nothing slips through the cracks? While it may seem like a daunting task, successfully managing your remote customer service can be done well by following the below tips.

 

people-office-group-team

 

1. Hire the Right People

Working remotely first appears to be a great opportunity for most individuals. You get to work from the environment you’re most comfortable in, there’s more flexibility in your work schedule, and you don’t have to deal with hours of commuting, to name a few. Yet working remotely is a skill in itself and it’s important to look for people who don’t just like the idea of working remotely, but can actually work efficiently with limited supervision.

To ensure that you hire the right remote staff, see if they’ve worked remotely before. Perhaps they have experience freelancing or running their own business. These two characteristics can demonstrate the applicant’s level of accountability, and often is an indicator of a hardworking employee you can trust. You’ll also want to make sure to ask the following questions to make sure they’re the right fit for how you like to manage your teams:

  • What kind of work schedule do you prefer?
  • Have you worked from a co-working space before?
  • Can you attend regular meetings via platforms like Skype or Google Hangouts?
  • What are some out-of-the-ordinary things you’ve done to help customers and make them happy?

 

2. Choose the Right Customer Service Software

Along with hiring the right staff, having the right customer service software in place is essential for successfully running a remote customer service team. The right help desk software will automate the way customer inquiries or issues are submitted, handled and followed up on, making it easy for your remote team to support customers efficiently and effectively. Furthermore, your team will be given access to a wealth of data which allows them to track conversations, monitor client relationships, and revisit past communications with a specific customer at-a-glance. Having this type of organized, easy-to-access information makes it possible for your support team to provide the high-quality assistance your customers deserve.

And while giving your team the tools they need to succeed may be important for you as a manager, let’s not forget the value that customer service software provides you. Such software allows you to avoid micromanaging your team (which can be time consuming and counterproductive when your team’s scattered across the globe) because you’re always in the loop. From details like number of calls taken each day and numbers of issues resolved to hours worked by each staff member and any high-priority issues that need addressing, you’ll have a pulse on the health of your team so you can make any necessary adjustments and fix productivity issues as soon as possible.

 

3. Utilize Knowledge Bases

Did you know that 62% of global consumers have stopped doing business with a brand or organization due to a poor customer service experience? Make sure you don’t become a part of this statistic and create engaging customer service experiences that not only assist your customers, but make them comfortable making a repeat purchase with your company.

In order to achieve this level of trust among your customers, your customer support team will need to have access to as much company information as possible. Even your best customer support representative will come across a question that requires a bit more research. And when that representative is a remote worker, getting answers quickly isn’t as easy as walking over to you and asking a question. This problem gets further compounded when you factor in the time differences between you and each of your remote workers.

This is where a robust knowledge base comes in. By having information in one easily-accessible place, your team always has access to the answers they need to best support your customers. You can create private wiki for this type of knowledge share or create your own internal customer service knowledge base. But keep in mind that the creation of this knowledge base shouldn’t just be left to you and other managers and executives.

Utilize your customer service team to help with its creation and encourage them to update it and add answers on an ongoing basis. Thinking of your knowledge base as a living, breathing document that is constantly changing will give you an unparalleled resource to use for years to come.

 

4. Keep Your Team Productive

One of the most common concerns of individuals managing remote teams is how to keep the team productive and accountable. Fortunately, with the many technologies and platforms available for task management, your support team can be just as productive working from home as they would be in the office. Here are a few types of technologies to look into:

  • Messaging apps – Open communication is a must when managing a remote team. You need to be able to easily share questions and feedback so team members can share what they accomplished the day before, what they’re working on, and any roadblocks in their way. This keeps everyone accountable for making progress each day and keeps your team in the loop about what’s going on.
  • Video conferencing apps – While messaging apps can be helpful for quick check-ins, it can be good to have regular face-to-face meetings via video conferencing apps. Being able to talk to your team and see them visually can help to foster feelings of positivity, support, and encouragement.
  • Task management platforms – It can be hard to manage the tasks of one team, let alone one that’s remote and possible scattered around the world. To increase team cohesion and make sure there are no overlapping duties or individuals encroaching on the work of others, task management apps like Trello are a great option for easily identifying and staying on top of short-term activity, long-term goals and overall progress.

Remote work comes with its challenges, but with the right strategies and tools, you can build and grow a productive and effective customer service team that helps your customers – and your business – succeed.

 

About the author

 jill

Jill Phillips is a freelance writer from Buffalo, NY. She is an aspiring entrepreneur and tech enthusiast, who loves to share her insight on various topics. When she is not writing, Jill enjoys taking photos and hiking with her dog. Connect with Jill via Twitter @jillphlps

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Oracle Service Cloud Announces New Releases

Oracle Service Cloud announces new releases for enhanced functionality in Web Customer Service, Contact Center including the Agent Browser User Interface, Knowledge Advanced, Policy Automation, and the Oracle Service Cloud Platform. Included in he release is a new Internet of Things (IoT) Accelerator, which provides a bi-directional integration with Oracle IoT Cloud.

The integration helps customers seamlessly interface with IoT technology so that service events and alerts received from smart devices can be consumed, as well as appropriate action taken by agents, within the Oracle Service Cloud desktop. Field Service seems to be an area where IoT can easily provide true use cases that can quickly garner ROI. It will be interesting to see how vendors incorporate IoT in the customer experience. The Internet of Things (IoT) accelerator will allow internet enabled devices connectivity to Oracle Service Cloud. Accelerators are a collection of sample code, sample workflows, and best practices, documentation, and design guidance to assist customers with seamless updates or integrations with Oracle Service Cloud.Oracle Service Cloud Releases

Oracle Service Cloud also provided a sneak preview of Live Chat. What is the capability really about? Sneak preview allows chat agents to see what a customer is typing before they hit submit. Sneak Preview is designed to enhance agent productivity and bring value to the contact center by decreasing handle times. By allowing the agent to see what the customer is typing ahead of time they can begin to formulate an answer faster, which results in faster responses, and faster conversations. And Live Chat is now a fully supported channel; contacts are automatically matched and the contact and chat workspaces are integrated.

In addition, the release includes analytics performance enhancements with caching for frequent reporting and better notifications for report authors. Modern gauges are added to create much more intuitive and modern reports, allowing users to interpret data quicker, as well as new rendering options, to remove unnecessary components in reports, crisper rendering of charts, and a new modern layout theme. In addition, there is a new dashboard concept—specifically designed for that 5-second-glance overview for busy customer service leaders.

These at-a-glance infolets are available out-of-the-box and contain a number of single metric charts with real-time key performance indicators like open incidents by severity, SLA, First Contact Resolution, new incidents by channel, and so forth. Contact Center Directors can also schedule and send the infolet dashboard by email to key stakeholders at regular intervals. This is key as the more senior stakeholders are more involved, the more they begin to realize the importance of customer experience and customer service to the overall health, stability and revenue generation capabilities of their company.

In addition, the the agent browser UI has gone through a significant performance enhancement to support high interactivity and now supports a much broader range of analytics capabilities. The agent browser user interface is now a single version, meaning it is compatible with versions of Oracle Service Cloud all the way back to May 2015 and upgrades will now happen with zero downtime.  The UI theme has been updated for consistency across all Oracle Cloud portfolio applications. Knowledge authors can now use the Agent Browser User Interface to author and edit knowledge articles with a new HTML editor with HTML5 support.

As the race to provide the best customer experience continues, brands must choose between more single point solutions vs large system platforms. It will be interesting to see the choices of brands and how the customer experience evolves to meet the brand promise.

@DrNatalie Petouhoff, VP and Principal Analyst, Covering Customer-Facing Applications that Drive Awesome Customer Experiences

www.constellationr.com

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Genesys & Interactive Intelligence Acquisition Is Complete

Genesys has completed the acquisition of Interactive Intelligence. Why acquire Interactive Intelligence? The idea is that the addition of Interactive Intelligence will enable Genesys to accelerate its mission of powering the best customer experiences in more industries and more countries – over any channel in the cloud and on premises. The acquisition also means that Genesys now has over 10,000 customers in more than 100 countries supporting over 25 billion customer interactions per year. Genesys will continue to offer support and invest in best-in-class solutions, including PureCloud®, Communications as a Service℠ (CaaS) and Customer Interaction Center™ (CIC), in addition to our core Genesys products.

In terms of how the company is run, Paul Segre will continue to serve as CEO, providing leadership that best supports the needs of customers, partners and employees. Genesys will maintain its headquarters in Daly City, as well as key offices in Indianapolis, Indiana and Durham, North Carolina.

This acquisition is one of many that are being seen in the customer service and customer experience world. It gives Genesys a larger customer base and integrates many of the features and functions Interactive Intelligence brought to the table. As customer experience becomes one of the most important differentiators in a brand’s overall experience, choosing the right vendor to deliver on complex customer service and customer experience interactions will be key. While there are vendors that are part of a larger marketing, sales and service suite, there are other vendors who remain focused on the customer service marketplace. Time will tell how organizations see the need to go with solutions that service part of an organization vs having the capability to connect to the back office as well as other lines of business.

Below is a snapshot of Genesys’s capabilities:

Overview of Genesys

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

www.constellationr.com

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Jacada Announces Private Equity Investment

Jacada Ltd. (OTCQB: JCDAF), a global provider of customer experience technology designed to simplify the interaction between businesses and their customers, announces that Israel Growth Partners (IGP), a Private Equity investment. Jacada’s visual IVR is a key asset to their capabilities has other digital transformation solutions aiming to reduce the cost to serve customers while driving a seamless customer journey. The visual IVR transforms the typical “press 1 for….” Press 2 for…” type of IVR and instead uses a touch interface. Companies looking toward digital transformation of the customer experience are using the visual IVR as a cornerstone of their digital transformation. This investment should be helpful in Jacada’s future growth.

Jacada Visual IVR@Drnatalie Petouhoff, VP and Principal Analyst, Covering Digital Customer Experience Transformation in Customer-facing Application

Constellationr.com

 

 

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Congratulations to the Constellation Super Nova Award Winners in Customer Experience!

The reason we at Constellation Research created the SuperNova Awards is because we know advancing the adoption of disruptive technology is not easy. Technology adoption faces resistance from budget constraints, hurdles to adoption, and myopia. All the finalists here today have successfully implemented technologies that will lead their organizations into the future. These people have vision. These people are leaders. These people understand the value of disruptive technology. All of the SuperNova Award applications are on the Constellation website.

Today’s customer demands a personalized experience during every stage of the buying process. Customers demand to be treated like royalty before, during, and after purchase. Customers want this same level of service across social, mobile, and analog channelsFinalists in the Next Generation Customer Experience category understand today’s demanding customers. They have implemented technologies and programs to boost brand loyalty and customer engagement. The finalists for Next Generation Customer Experience:

  • Amihai Zeltzer from Stanley Healthcare
  • Martin Marcinczyk from Comcast
  • Murray Swartzberg from the ATP World Tour
  • Roshan Koonja from Constance Hotels and Resorts
  • Scott Strickland and Jim Flatt from Denon + Marantz Electronics.

And the winner of the SuperNova Award for Next Generation Customer Experience is…. Murray Swartzberg from the ATP World Tour! Murray and his team won the SuperNova Award for enhancing the tennis experience for fans and players.  The ATP partnered with Infosys to produce Game-Stats that are based on the real-time in-memory paradigm aligned with IIP Tooling & Apache Spark. The project revolutionized how tennis analysts and fans receive statistics about professional tennis players

Make sure to apply next year!

Congratulations to all the executives and their teams who are truly making a difference in creating great customer experiences.

@DrNatalie, VP and Principal Analyst, Constellation Research, Covering customer-facing applications that deliver excellent customer service and customer experience!

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