Page 3 - July August 2014

July/August 2014 Telecom Reseller 3
Proactive customer service – The milkman Returns

March/April 2014
www.telecomreseller.com
by Snehal Patel, CEO InteractCRM (http://interactcrm.com)
SUBSCRIPTIONS & CIRCULATION
C
SE 28th Street, Vancouver, WA 98683
onsider yourself living in a small rural you help me?”
better customer experience and not just for
Call: 561-732-2335
town where the milkman delivers bottles Once you have igured out how to create a upselling.
of milk every morning at your doorstep. uniied view of your customer you have to now
he irst level would be to implement E-mail: publisher@usernews.com Telecom ResellerTM
Every day the milkman delivers 2 bottles of milk. work on context management. A few years ago I
convenience features. hings like appointment ADVERTISING telecomreseller.com
reminders via voice or SMS fall into this category Call: 360 260-9708 Toll FSruebes:cr8ip0t0ion6s67-8965
One day while dropping of the milk he sees an did a podcast titled the context of context. hat
of creating conveniences for your customer. his extra car in the driveway. He realizes that you is still relevant. Whenever you interact with Or change address, unsubscribe: 17413 SE 28th Street, Vancouver, WA 98683
Fax: 360 260-9726
getting the point to pEo-imntail: publisher@usernws.comCall 561-732-2335 y
is relatively easy to implement.
have some guests over and drops of a couple customers, the more context you have about the Webwww.telcomreseller.com• E-mail publisher@usernews.com
ed on order for some analog Advertising
he second level would be to provide an extra bottles of milk. So how do we deliver this conversation the better the customer experience is Call 360 260-9708 • Toll Free 800 667-8965 • Fax 360 260-9726 NEWS DEPARTMENT
location to carry the new Web www.telecomreseller.com • E-mail publisher@usernews.com Please e-mail articles and press releases as attachments in Microsoft
experience that alters the perception that a kind of experience today using all the technology going to be. You need to invest in tools that allow d technology, but so is the News Department
Word format to jeffowen@telecomreseller.com. Suggested length
Please e-mail articles and press releases as attachments in Microsoft Word format to
customer has about you.
How would you feel if you visited your mobile at our disposal? How do we get proactive in our customer experience management approach? hat you to create and deliver context to a customer service agent along with the communication no it still works ine. Howeisv2e5r0,-300 woerdditsor.@Autsetrhnewes.ncodmo. Sfutghgesaterdtilcelneg,thpilse2a5s0e-3p0r0owvoidrdes. cAot nthteacentd of the article,
somehow, and the providerplease provide contact information. Do not send graphics. We reserve the right to edit
carrier store to discuss something on your is what I refer to as the return of the milkman.
matter which channel it arrives on. Traditional information. Do not send graphics. We reserve the right to edit for content and length.
bers are pointed to the CO for content and length. For further clariication, please visit www.
m
account and the person refers to an unpleasant First of all you need to know your customer screen pops need to be enhanced to become t was possible.
telecomreselleGur.icdeolimnesa. nOudr Ecdlictokriaol nCaSleundbamr (iaslsoionliGneu) isduesleinfuel fso.rOapupropEridaitteosurbiajelct matter.
For further clariication, please visit www.telecomreseller.com and click on Submission
a
chat session you had with an agent a week back better. his means that you have to work on context pops and paint a much larger real-time Calendar (also online) is useful for appropriate subject matter.
e right, it’s not pos- Publisher and Director of Advertising
and apologizes to you? What if you are talking to consolidating existing information within
picture of the customer trying to reach you.
alog DID trunk, therePublisher and
nt between the central Douglas Green, publisher@usernews.com
Accounting
Deputy Publisher
n e
an Airlines reservation agent and she proactively your organization and create a single view of a Now that you have igured out context Director of to initiate the call, and Advertising
Carole SangTiorgaiocy Titus
Executive Editor
assigns you a seat at the front of the aircrat since customer. Secondly you need to use omnichannel management, you can apply that to deliver ill send DTMF digitsDouglas Green, Jef Owen
Copy Editor
Michelle Moody
w
she knows you have a tight connecting light and CEM solutions. his allows you to capture proactive customer service. Traditionally BX will then route the publisher@ Accounting
Tracy Titus
Technology Editor
need to deplane faster. What if you went to the customer communication information across proactive approaches were mainly geared towards digits received. Youusernews.com
the provider send theCopy Editor
Michelle Moody
Ray Horak
e
grocery store and swiped your loyalty card in a diferent media channels like voice, email, chat, increasing sales. When you shop online or via
Deputy Publisher t match your extensionTechnology Editor
rayhorak@
kiosk and it printed a customized shopping list twitter, etc. within one application and create
the phone, oten there are upselling processes Carole Sangiorgio
hopefully, you have Graphic Design and Production Ray Horak, rayhorak@usernews.com
usernews.com
d
for you based on your shopping trends along with a single view of the customer. Remember that implemented so that if you are buying a shirt
Executive Editor Spritzer TGyperaandpDhesigcn Design
bers match the DID Jeff Owen m
discount ofers.
todays’ customer will contact you using multiple for example you are ofered a deal on a tie as Raspberry Jam Creative
. So for example, your The publishers of this newspaper assume no responsibility for statements made by adver-
hese take a little more efort but have a huge media channels and also switch media channels well. For example, Amazon and E-Bay do this tisers in their advertisements, nor do they assume responsibility for statements or opinions
ouldbe1234andyToheuprublisheresxporfestshedisorniemwplisepdainptehrecaoslusmumnseofnthoisrnewspspoanpesri.bilityfor statements made by advertisers. in their advertisements, nor do they
be 555-1234. You
d
impact on customer perception which is critical within the context of one conversation. You need by suggesting additional products. Today with assume responsibility foNrewsstpaatpemr delnivtesryotro copnfienrieonncesperxfoprrmesdsbeydCToSrAimr Seprlviieced er to send the last four
d
for branding and loyalty. It is a combination
to be equipped to answer questions like “I am the increasing amount of data available about r so the call would just in the columns of this newspaper.
e
of products as well as processes that have to be calling about an email I sent yesterday and I also customers and the context management tools r phone. On a ground
Newspaper delivery to conference
u
implemented to make it work.
did a webchat on this issue a few days back. Can
this proactive approach can be applied to deliver
(or loop start for that
performed by CTS Air Service
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See MEDAK, page 15

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