Customers’ buying decisions in the current hyper-connected world are driven by the information they’re obtaining from various online sources such as websites, blogs, videos, discussion forums, and social networks. By the time they enter the buying funnel, they already know what they want and how much they want to pay for it. And, it does not stop there. After buying a product or a service, customers use those same platforms to share their feedback, on public forums, mentioning the brands that satisfy or disappoint them. Hence, enterprises need to be careful about what they deliver to their customers and how they make them feel. However, enterprises are facing certain challenges in delivering an effective customer experience. Let us take a look at some major challenges:
1. Incoherent, disconnected business systems
In the current digital era, every enterprise must have employed several tools, technologies, and processes, in their journey towards digital transformation, that may not be working in sync. As a result, it gives rise to data silos that negatively affect customer service efforts. Customers might not receive what they are looking for. Moreover, incoherent business processes make it challenging to pinpoint the origin of an issue.
2. Manual, time-consuming processes
If the manpower, especially customer service representatives, is caught up with several laborious and manual processes, they are left with little time to actually focus on their end goal – to deliver a great customer experience. Moreover, manual processes are also prone to errors as they involve human intervention. They also lack operational transparency which is necessary to gain customer trust and confidence.
3. Not-in-sync multiple engagement channels
Customers do not use just one channel when interacting with a company. They may first write an email, and if it goes unanswered or if it is not giving enough or relevant info, they may give a call to the customer service center or chat with somebody on the website. This means that the service requests are coming from multiple engagement channels. If these channels are not in sync, customers would receive inconsistent info across multiple channels, resulting in bad customer experiences.
Drive Customer Service Innovation – Why & How
Digital transformation has drastically redefined both customer expectations and the way businesses deliver customer service. Today’s customers are facing unprecedented challenges due to which they have new and increased expectations for service delivery. Enterprises now realize that they cannot sustain and succeed without upgrading their customer service game with real-time connectivity and engagement practices. Hence, there’s a dire need for adopting new approaches and technologies for customer service innovation. Customer support teams are relying on IT to streamline and automate responses to customers’ needs and offer innovative personalized services. Here are the top 5 strategies to deliver innovative customer service:
The Way Forward
Moving forward, enterprises need to adopt new methods and technologies to digitally transform their customer services. This will not only help them shape continuing conversations with consumers but also stand out among competitors. The focus should be on evolving entire service operations to respond to fluctuating consumer behavior.
How can you improve your customer service operations? Adopting a robust end-to-end customer service platform like ServiceNow CSM is essential. ServiceNow CSM is a robust end-to-end customer service platform that goes beyond conventional customer service solutions. You can delight your consumers with preemptive service from problem escalation to resolution. It automates service requests and integrates the request resolution process across numerous channels like a chatbot, mobile app, voice assistant, site portal, and more. This allows wider scope for consumers to engage through their preferred channel for issue resolution.
If you are looking for an efficient ServiceNow platform implementation, you can trust Kanini Software Solutions. We have years of proven experience and expertise in helping enterprises drive customer service innovation with ServiceNow. Simply write to us at firstname.lastname@example.org and we will help you with everything.
Joshua leads ServiceNow practice and is a process improvement thought leader and digital transformation expert at Kanini. Over the past 15 years, Joshua has focused his career on achieving organizational maturity and enhancing business processes through implementing tools and workflows to drive transformation initiatives. With experience in multiple verticals from manufacturing to healthcare, Joshua brings a practitioner’s perspective when working on business solutions and goals to allow him to advise and guide on industry and process best practices.
Joshua is a process improvement thought leader and digital transformation expert at Kanini. Over the past 15 years, Joshua has focused his career on achieving organizational maturity and enhancing business processes through implementing tools and workflows to drive transformation initiatives. With experience in multiple verticals from manufacturing to healthcare, Joshua brings a practitioner’s perspective when working on business solutions and goals to allow him to advise and guide on industry and process best practices.
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