Delight and retain your customers with context-rich omnichannel support
Hüner emphasizes that you should start a conversation on the customer’s preferred channel. It’s about interacting with a seamless experience across all channels. Customers ask questions via the website, messenger, WhatsApp, chat or via third parties. It is remarkable that Nienke Bloem later expressed a different opinion on this subject.
With the use of artificial intelligence (AI), organizations are taking customer service to the next level. In practice, the agents are often overloaded and the use of bots that can answer simple questions or collect information makes the work easier. AI can also provide answer suggestions and help junior agents. This leaves more time for the complex questions that the right agents can solve with speed and empathy for the customer. This not only improves customer satisfaction, but also keeps costs under control.
Klantencase Travix
Hüner spoke enthusiastically about this online travel organization Travix, which has many interactions with five million customers worldwide. Air traffic came to a standstill due to the pandemic and the number of customer inquiries with rebookings and cancellations increased enormously. Thousands of tickets had to be handled manually, which increased the workload on the support team enormously.
The support team then formulated two goals: to improve customers’ access to high-quality service and to facilitate delivery options. To realize these objectives, Freshworks provided support with Freshdesk Supportdesk and Freshdesk Messenging. A bot, called Travis (makes it a bit more personal), had to be able to handle 80% of the questions. Complex questions are routed directly to the right agents. The implementation had to be done quickly, the need was high and in a few months the system was up and running. Travis has thus dramatically reduced the agent’s workload and made work more enjoyable through more interaction with customers. Travix has come out of the pandemic strongly with this.
Three tips from Nienke Bloem
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