The CX of an organization is very vital as it depicts the relation in between an organization and its customers quantified as an average. When troubleshooting of a problem gets delayed even in multiple efforts, the experience is ruined considerably.
The agents being the face of the process handled carry the most important responsibility. One single error on their part can result in a major customer churn. Though human errors are accepted to an extent, but a human customer talking to a human agent might not agree to the same.
When an agent handles a complaint or assigns it to the field expert, the customer expects one time problem statement and one time resolution. If the same is not carried out, it shows the ineffective service quality thus increasing costs to the organization and diminishing FCR/FTR.
Each time a complicated troubleshooting is to be carried out, an expert is needed to supervise the same and rule out all the precautionary measures. The cost involved per visit is high and incurs burden on both the parties.
Troubleshooting and installation guide is essentially needed for the household consumers and clients as well. AR can serve as an aid to self-service by guiding the user through thick and thin of the troubleshooting.
Equipping and training your experts and agents with latest technology and best equipment is always a positive investment both from financial and calculative point of view. Quicker resolutions enhance CSAT thus improving NPS scores too.
Resources form the foundation of an organization thus establishing the importance of their optimal utilization and thoughtful allocation so as to yield maximum profits into the business accounts with wastages reduced to negligible.
Instead of reading out a hectic set of manual and instructions, simply put on the AR feature of troubleshooting instructions and get live direction. Have your machine and equipment installed with life-like support and accuracy delivered by the pro.
Complex features simplified result in a complex product. To plan, program, and design is one aspect while assembling such products properly is decider. With AR, the team can learn, connect, and assemble complex products with perfection.
To speed up manufacturing, the expected issues are countered while installation itself. In such cases, the product development team too requires expert guidance and AR summons all such troubleshooting requisites on finger tips.
When installing an equipment or machinery, guidance is needed for setting it up accurately. This calls for the involvement of engineers and experts from manufacturers increasing cost. AR solves it all virtually saving money.
Interactive augment reality software resolves complex queries and simplifies customer interactions through live camera via remote screen access in between agents and a series of questions accompanied by multi-choice type answers. This streamlined technical process for support teams and customers has a step-by-step intuitive workflow.
It is the visual assistance that agents need while handling complex customer interactions. Picture guides ensures best for agents and users by allowing faster and efficient resolutions using images as a better tool as compared to words.
Knowledge base of an organization is its entire data created and curated. A content management system with connected cloud repository of multiple devices to make information easily accessible across all touch-points lists the service and parts guides and catalogue digitally.
Learning management system is a boon for the experts to learn specifics about product and the consumer behavior thus helping them fair better at communication with confident and persuasive tone delivering compact FCR resolutions through a single knowledge platform.
In a highly dynamic environment as that of AR, the contingent forces are strong and require a specialized hand in the same. When a robust knowledge base is a given, the struggle for better performance no more remains a pressure.
With self service enablement, it becomes feasible for customers to decide the mode of help. Consumers feel privileged when given an option to choose from; and what better than freedom from long and hammering call center ring tones.
Role of operations supervisor is of inevitable importance as well. The query pertaining to a financial problem involves a lot of brainstorming resulting in an impatient caller. This caller if lost here, will be a customer lost from sale counter too.
Onboarding of field experts, in reality is one of the most crucial parts of recruitment. Experts with good mechanical and vocal skills are trained in accordance with organization’s products and knowledge aiming to achieve higher levels of C-SAT & FCR.
Majorly responsible for digital transformation of a company backed by robust strategy and planning; an engaging and interactive website or app can reap conversions if it’s friendly and compatible enough for the search engine to crawl through.
Consumers can reach out to you through app, website, bot, WhatsApp, social media, text, and call 24×7. Any loophole evident results in degradation of CX and NPS. It is thus essential to prevent any decrease in agent efficiency, learning, and quality.
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Enterprise knowledge management system helping achieve CX goals
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