Warren Buffet, one of the most successful entrepreneurs, once said: “It takes 20 years to build a good reputation and five minutes to ruin it. If you think about it, you’ll do things differently.” An absolute classic which can be applied to many cases. But where can it be applied best, if not to customer service? After all, an excellent service is crucial for the long-term acquisition and satisfaction of customers, and is a fundamental component of a successful customer journey. A recent survey of software giant Oracle shows that up to 77% of consumers experience a sustainable impairment on their quality of life through inefficient customer service experiences. But how can you ensure efficient customer service, all in the spirit of a convincing customer experience?
Automatized service processes pose challenges
With the increasing digitization of all areas of life, more possibilities for improving service quality have opened up in recent years. To render their customer service more efficient, employers would first shift their focus to automation and the provision of knowledge bases and self-service platforms. Although automated service processes did enable short-term improvements and cost savings, they also brought unexpected challenges. For an essential factor has been lost out of sight in the process – personal communication. When it comes to a positive service experience, as is known, customers primarily expect a competent, reliable and cooperative interaction partner who respond to their problems in a friendly and empathetic manner. But it is precisely this point which is essential for the development of a personal relationship with the company that is overlooked when it comes to automated service processes.
Moreover, companies are faced with a further problem. The offered self-service platforms create an enormous flexibility for customers since time and location do not play any role, but also cause a dilemma when it comes to solving service cases. Because employees cannot check incoming requests completely by themselves – for a sound evaluation of the problem, they depend entirely on the assessment by the customer. To efficiently process the problem case, further personal contact to the customer is necessary. Apart from this increased and often inefficient communication requirement, additional costs may arise from hiring technicians and the return of goods. But how can these problems be solved and what possibilities exist?
Innovative Touchpoints for digital customer experience provide relief
Digital media offers increasingly more innovative communication channels and possibilities for companies, such as live chats, video telephony or messaging services. These novel touch points enable both personal contact with customers as well as the necessary desired flexibility for customers, thus gaining increasingly in significance.
Oracle, market-leading provider in all SaaS areas, offers one of the most innovative service solutions at the moment – the Live Experience Cloud. By applying this modern and integrated tool, the customer is provided with a unique and personal service experience during their customer journey. Via the video chat function, the service can thus be designed personally yet STILL digitally. Furthermore, the problem case can be processed much more efficiently via the screen sharing functionality and the direct camera access with screen-marking options. Service employees
can also evaluate the process themselves.
Due to the fact that misunderstandings are quickly prevented by clear marks, further inquiries and any subsequent resulting costs can be reduced. The Oracle Live Experience Cloud can be integrated into the existing system environment as well as the service IT environment in an easy and uncomplicated way. For this purpose, there is a predefined interface for service solutions, such as the Oracle Service Cloud. In conclusion, the Oracle Live Experience Cloud is an innovative service solution that offers novel digital contact channel possibilities for an efficient and modern customer service. Thus, there are no more obstacles when it comes to quickly establishing proactive, seamless and expedient customer relationships. Oracle, the leading provider in all cloud areas, offers a pioneering system with obvious advantages.
Author: Philipp Berkemeier
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