Sabio, the Contact Centre Specialist Transforming Customer Contact
Delivering successful engagement in today's omnichannel digital customer service world.
Encouraging a seamless transition between self-service and live agent interactions
While webchat is widely recognised as one of the fastest-growing digital customer service solutions, it's important that you present the service as part of a coherent and integrated customer engagement experience.
Video chat provides a valuable and differentiating option
With one in four contact centres expected to have some form of video chat capability within the next year, it's clear that video is becoming an increasingly important channel for specific applications.
Interactively guiding customers to find information for themselves
Virtual Agent technology provides customers with the chance to engage immediately in conversations, and secure rapid resolution for standard self-service enquiries. At the same time, it also gives contact centre operators a proven way to challenge demand by effectively reducing the volume of calls from those customers who struggle to find the information they are looking for online.
Respond to your customers' emails faster and more consistently
Despite impressive growth in digital channels such as webchat and social media, email continues to play an important role and still accounts for around 15% of overall inbound interactions.
Giving agents faster access to the right information at the right time
Increased use of digital channels means that more and more people are now using the contact centre as an escalation channel. Customer service teams need to recognise that today's advisors are handling increasingly complex queries - and consequently dealing with fewer and fewer standard calls.
Integrating social media into your broader customer service strategy
Improving social customer service is one of the most pressing short-term priorities for contact centres, particularly as the majority of today's customers under 40 would much rather use channels such as social media and webchat to achieve their service goals.
Making sure you’re ready to support today’s smart connected interactions
Recent research from analyst firm Ovum suggests that 74% of consumers already use at least three or four different channels before they engage via a contact centre. An impressive 22% apparently use five or more.
With people communicating more than ever via social media, e-mail, chat and apps, and with the continued shift towards digital customer engagement, it's perhaps not unreasonable that some commentators might question the role that the traditional telephony or voice channel will play amidst all this rapid change.
Beagle Street, the BGL Group's online life insurance provider, has gone live with a web chat solution from Sabio to further optimise their digital customer experience. Sabio has deployed web chat technology from LivePerson to make a live chat service available to those Beagle Street customers who need additional support to help them complete their online interactions.
Digital engagement is already playing a role in helping public sector bodies to better serve their customers by providing assistance in real-time to customers using web chat.
Home Retail Group has successfully gone live with an enterprise social media management platform to further strengthen its multi-channel offering for its Argos, Homebase and Habitat brands.
Sabio, the customer contact technology specialist, has listed what it believes will be the Top 15 Customer Contact Technology Trends driving successful customer engagement strategies in 2015.
Sharing in the customer's digital journey
Effective engagement is all about reducing customer effort, and co-browsing can help when customers need immediate support online – perhaps when navigating a complex process, completing a purchase or learning how to use self-service functions.
Significantly reducing customer effort through the integration of smart devices and customer contact apps
With more and more of the population using increasingly powerful smartphones and tablets, it's hardly surprising that customers are using their smart devices to engage with organisations.
Integrating social media into your broader contact centre analytics activities
Maintaining a consistent customer experience across all key customer touch points is an essential part of today’s successful contact strategies, and that consistency also needs to extend to reporting.
Seamless real-time customer escalation from the web to the contact centre
One technology that is set to simplify the integration of real-time communications to all your apps, websites and online services is WebRTC (Web Real-Time Communication), the open source project initially acquired by Google and now made available on an open-source basis. WebRTC effectively turns the Web into an open communication platform enabling your customers to make audio and video calls, send IMs or post documents, images and other media directly from their Web browsers.
With best practice organisations increasingly treating customer service delivery as a critical business differentiator,
Having looked at the infrastructure and solutions trends that are set to drive improved customer service operations during 2015,
I had the pleasure of co-hosting a webinar last week alongside the Editor of CallCentreHelper – Jonty Pearce, and Paul Weald of Deloitte Consulting's UK Customer Management team.
Before pursuing a proactive contact strategy, it's important for organisations to address why they're really doing it.
Helping organisations to optimise the performance of their critical digital engagement channels
Sabio is focused on delivering exceptional customer contact strategies, so LivePerson – with its ability to put rich mobile, social and messaging technologies at the forefront of digital commerce and service strategies – is a logical addition to Sabio’s portfolio of best-of-breed customer engagement technology solutions.
At Sabio we're serious about helping the organisations that we work with deliver the highest standards of customer service.
At Sabio's reception held for the winners of the CCMA's UK National Contact Centre Awards, attendees were keen to discuss the rapidly evolving expectations of today's increasingly important millennial or Generation Y demographic.
With around 700 people attending the Customer Engagement Summit in London last week, it’s clear that offering more intelligent service and making it easier to engage can make a huge difference for organisations.
We know online service and dedicated mobile apps can deliver real benefits in terms of reduced customer effort and more cost-effective interactions.
Organisations clearly place a premium on designing effortless customer journeys, however the likelihood for many brands is that more and more customers will be starting their journeys from somewhere else outside of their business.
When was the last time you Googled your business?
In this video case study, Greg Reed, Chief Marketing Officer at HomeServe discusses his key findings from the study visit to Silicon Valley, how Consumer Technology Trends are impacting HomeServe as well as his highlights from the Amazon and Facebook sessions.
In this video Jayne Lansdell, Associate Director at BGL Group discusses her key findings from the study visit to Silicon Valley, how Consumer Technology Trends are impacting The BGL Group as well as his highlights from the Nuance session.
In this video Steve Carson, Director of Retail and Customer Operations at Home Retail Group discusses his key findings from the study visit to Silicon Valley.
In June Sabio is attending the UX Scotland 2016 conferencein Edinburgh, and I’ll be hosting a workshop sessionon Designing Voice and Natural Language Experiences.
Or just Facebook’s next play to capture yet more of your digital day?
In this video case study, Martin Broom, Director of Operational Strategy and Planning at Saga discusses his key findings from the study visit to Silicon Valley, how Consumer Technology Trends are impacting Saga as well as his highlights from the Amazon and Google sessions.
At a time when much of the momentum in terms of re-inventing the customer journey seems to be focused on activities at Google and Facebook, it was fascinating to see Microsoft detail its plans for intelligent engagement at its Build 2016 event last week.
Attending last week’s Avaya Technology Forum in Dublin it was great to witness the sheer scale and acceleration of innovation as Avaya commits to supporting its customers in achieving their digital transformation goals.
The news last month of Enfield Council’s intention to deploy virtual assistant technology to help simplify its customer contact activities served to re-affirm the pressure that local authorities and councils are under to optimise service delivery.
SabioSense– 26.10.16 While research from the Economist Intelligence Unit suggested that 86% of Chief Marketing Officers felt that marketing should ‘own’ the customer experience, there’s a growing realisation that today’s successful customer outcomes need to be all about the end-to-end journey.
AI, Conversational Commerce, Messaging, Data-Driven Engagement and Social Customer Service at the heart of 2017’s contact agenda
Whether it’s deploying machine learning to write a new Friends script, applying the power of IBM’s Watson supercomputer to create an entire trailer for a movie, or Sony putting it’s software to work to generate a new song in the style of The Beatles
According to ZDNet, how the CIO and CMO ‘agree and align’ will become even more critical as digital becomes central to providing an excellent, end-to-end customer experience.
It’s important for contact centre teams to recognise that their omnichannel strategy isn’t something that should be relinquished to their Digital or Marketing teams – particularly as a large proportion of digital interactions still end up in the contact centre for resolution.
With the recent news that Alibaba has grown its stake in Lazada, the major South East Asian e-commerce platform, it’s becoming clear that the region is lining up to be a major customer engagement battleground.
© 2017 Sabio Ltd, Co. No. 03644452