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白皮书

会话IVR-客户成功的网关 - 第1章:理解绊脚石

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对客户成功的需求不断增长,决策者采用AI和新兴技术会对组织产生最大的影响。了解客户成功之路的痛点是解决问题的第一步。

Why transforming customer service or the IT service help desk is important

Remember the last time you called customer service support and faced a challenge in selecting the right menu, and later had to wait in queue to speak to a service agent again? As an end customer, most of us would have experienced this multiple times in different context for various types of services.

Traditionally, in order to improve customer experience, a service desk plays a key role. According to Gartner’s study on CX projects 2019, emerging technologies are expected to have the biggest impact on customer experience projects in the next three years.

根据微软关于全球客户服务的研究,有58%的客户认为客户体验的重要性(CX),而61%的客户由于CX差而停止与品牌开展业务。如果最终用户计算IT服务,客户体验仍然是专注的领域。此外,明确关注服务台效率和降低成本。

随着数字参与的扩散,客户期望随着时间而变化。他们希望在各种频道上与他们的指尖24x7互动,以个性化的方式解决他们的问题和查询。这促使客户服务负责人重新访问其策略,并以不同的方式看待事物。

传统客户服务中目前的挑战是什么?

制定客户成功策略的关键支柱之一是“客户服务”。大多数传统的客户服务或IT服务桌是通过代理商管理的,或者IT支持来自全球不同呼叫中心的团队,而不是语音电话服务。为了提供更好的客户支持,许多组织依靠传统的电话 /交互式语音响应(IVR)系统,并得到了现场代理商的支持。

为了更好地了解客户 / IT服务领域的挑战,分析是根据两个方面进行的 -

  • Customer-centric problems
  • 以业务为中心的问题

尽管使用调查通过主要研究来确定以客户为中心的问题,但使用二级研究确定了以业务为中心的问题。

以客户为中心的问题 - 研究重点和发现:

The research was carried out through an online survey primarily comprising urban English-speaking users and was targeted at understanding the customer experience on various occasions.

There were 700+ respondents and 84% of them were below the age group of 40. The survey covers different customer behaviors and their expectations during customer support.

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