Konstantin Kishinsky, CEO, BrightPattern
+1 650-529-4099
Konstantin.Kishinsky@brightpattern.com
Konstantin has a strong background leading engineering and advanced application development teams. Konstantin has served in key management roles including Director of Engineering at Genesys Telecommunication Laboratories, Inc. (Alcatel since 2000), VP of Product Development at FrontRange, and Founder and CEO of Cayo Communications, Inc. Konstantin attended the Moscow Institute of Physics and Technology, earning a Master’s in Engineering Physics. He holds six patents and has published seven scientific articles.
5 Ways Customer Service Providers are Falling Short
Is your contact center fulfilling your customer’s needs and expectations? Customer satisfaction surveys consistently tell the same story – customers are unsatisfied with the quality of service they receive from their contact centers.
The problem? The current customer care model is unable to support the new demands of today’s customer expectations for the contact center experience.
The current model is defined by waiting – waiting on hold and waiting for representatives to process and resolve their issues. This model is a departure from current expectations where customers demand instantaneous, real-time results.
This standard has been driven by the broad adoption of smartphone technology that has made “on-demand” a possibility in many aspects of customer’s lives, from shopping to research. People buy, share and engage with their friends and family with just a swipe or two.
The gap between the new, real-time, standard for excellent customer service and the traditional wait of the contact center experience has left customers frustrated and unsatisfied.
Here are five ways that customer service providers are currently falling short of customer expectations:
- Customers are basically cold calling their customer representatives. Your representatives have little to no background information about your customer when they call. Shouldn’t companies be able to access information on who the caller is and what type of issues they have or have had in the past, and what they’ve been doing just before calling for help?
- Customers are still waiting on hold. Time is now more precious than ever with the ability to attain on-demand results within seconds on our smart devices, so why are you still wasting your customer’s time by keeping them on hold?
- Customers are limited to either faxing or mailing supporting documentation into the contact center. Our smartphones have the ability to send photos and documents, why are we still faxing and mailing?
- Generally, contact centers aren’t empowering customers to use their smartphones to chat and message contact center agents. Many contact centers still limit customer engagements to voice telephone calls and desktop chat sessions, despite the concurrent multimodal capabilities of the ubiquitous smartphone. Why are you not fully exploiting the capabilities of your customer’s smartphone for better communication?
- Customers are having difficulty moving between communication channels. Does your contact center have an integrated system that captures data from all engagement channels on a per customer basis, and facilitate transfers and crossovers without making your customers repeat themselves, over and over and over again?
Survey after survey highlights these and related issues as common consumer complaints. How will you address your customers’ concerns?
Contact centers have long operated on this standard, and these are age old complaints, however, in the past, there was never a comprehensive solution for these issues. Today, there are virtual contact center solutions that speak to addressing all your customer’s concerns directly. By focusing on the mobile integration of contact centers, they leverage the capabilities of your customer’s smartphones to provide a rich and satisfying customer experience.
This mobile oriented contact center solution utilizes cloud technology, a priori caller identification and segmentation, which eliminates the need for IVR, and multimodal, multichannel, support including email, live chat and SMS, to let you work with your customers in the manner they expect. These are only a few of the many features that are aimed at providing your customers a rich contact experience.
By delivering all the tools for your contact center to meet today’s expectations of a feature rich, real-time engagement, you enable your company to deliver extraordinary customer service.
Ask us for more details.
Bright Pattern provides next-generation cloud contact center software, ServicePattern™, which includes native multichannel support to improve customer experience, and scales like no other offering in the marketplace.