Page 54 - Dataquest

dIGITal ENTErPrISE | STRATEGY

vices. Businesses need to adopt a mobile-first mindset Many customers report a dip in satisfaction post sale
and align it with their customers’ journey to stay competi- about slow response times, no resolve product issues
tive. A mobile-based customer support approach added or questions, issues related to product use, etc. Today,
to the corporate website makes it more user friendly and customers are increasingly choosing self-service over
the brand accessible to customers round the clock. “By contacting a CS representative. Self-help and DIY is the
2020 40% of sales organizations will rely primarily on quickest and one of the most effective ways to rev up
mobile digital technology for their sales force automa- the customer support function. An analysis by Gartner
tion initiatives.” Source – Gartner predicts 50% of online customer self-search activities
will happen through a virtual assistant for at least 1,500
CONvErSaTIONal INTErfaCES large enterprises.

INNOvaTIvE PrICING MOdElS - OUTCOME BaSEd
aNd GIG ECONOMy

Conversational interfaces blend voice recognition and
NLP technologies with AI that understands a user’s in-
tent and context. These interfaces can disrupt the cus-
tomer support department. CS representatives can op-
timize the chatbot experience and interact directly with
customers only when required. SMBs with limited band-
width, in particular, can leverage conversational inter-
faces for customer engagement, without dedicating ad- We live in a gig economy, a unique environment in which
ditional human capital. This conversational intelligence it’s difficult to command a monopoly. In this context
can help organizations establish customer trust, driven service providers are responsible for delivering outcome
by contextual conversations. driven services based on SLAs. Forward-thinking or-
ganizations are plugging in innovative business models
SElf-hElP aNd dIy around their services that prompts them to offer trans-
parent, dynamic pricing model that ensures that all cus-
tomers are aware of its dynamic rates, offers, company
policies, etc. Such initiatives establish customer trust
and bring in new revenues opportunities.

vIrTUal PErSONal aSSISTaNTS
Virtual personal assistants will be the leading theme for
customer support in 2020 and beyond. These work well
within budget; can do multi-tasking; help an organization
stay connected with customers 24/7; empower busi-
nesses to delegate; and eventually grow as your com-
pany grows. More so, these are intelligent and effortless

54 | January, 2018 www.dqindia.com A CyberMedia Publication |