he Tāngata, he tāngata,
He tāngata
He aha te mea nui? Māku e kii atu, he tāngata, he tāngata, he tāngata.
What is the most important thing in the world? Well, let me tell you, it is people, it is people, it is people.
So what are we doing to make sure our Contact Centre processes are engineered to help people achieve their full potential?
Digitally enabling your customer support response offers a significant return on investment, improved customer satisfaction and reductions in overheads (or allow for resource to be diverted to more valuable tasks).
Much can be learned from marketing when considering support processes which can significantly improve customer satisfaction while also deflecting demand from call centers.
Jerome McCarthy created the 4 Ps of marketing strategy back in the 60’s
– Product, Price, Place and Promotion. Since then, People, Planning, Partners, Presentation and Passion have been added.
And they’re not insignificant changes, but we think the most important one is People (Tāngata).
It’s not until we truly understand our customers that we can truly understand how to deliver support that enables them.
It used to be that having an 0800 number was the gold standard in service delivery. “People want to talk to a human” was the mantra, and if we want to deliver outstanding service, we need to set up a call centre to deal with every enquiry in person. The reality is that this is very inefficient, and quite frankly, not what the majority of customers want (even if we can get to the phone quickly).
There’s a generation of customers that have had a device in their hand since before they could walk. They simply want to access the information to solve their issue quickly, at any time, on any device (and in any language).
Thankfully, there is technology out there that meets the needs of this mobile generation. Putting the power to support themselves back in their hands and reducing the stress and demands on your people.
We’ve put together a list of considerations that will help guide your digital enablement.
Shifting away from the phone and the website?
As already mentioned, people no longer want to wait in call center queues, nor do they want to ferret around on websites looking for information or wait for you to get to their email/chat enquiry.
To deliver outstanding customer service, and reduce overheads your service needs to:
- Provide two-way communication via multiple channels (SMS, Email, social, Voice, Web, App, etc)
- Allow users to engage via any device (mobile, landline, tablet, computer)
- Deliver a personalised response
- Communicate in the customer's preferred language
- Provide seamless transfer to Partners and call centre staff with appropriate technical and language skills
- Provide visibility of the status of each request
- Allow users to rapidly resolve their own issues
Imagine being able to deliver all this while reducing the demand on call center staff.
How can we do this?
We have three solutions that come together to assist with digital enablement for IT Support providers.
Firstly, our Rapid Impact Assessment can rapidly model the current state of your support delivery (or planned delivery if you’re just getting started). We can tag areas of your processes that can be made more efficient, identifying opportunities to deliver to the requirements listed above. In doing so, we are able to capture the cost and effort involved in delivering your support the way you are operating now and determine the reductions in costs that automation and self-help capabilities could offer, demonstrating the return on investment for any proposed changes.
Secondly, all good digitisation projects rely on accurate, up to date and complete data. We are able to help you cleanse your contact and address databases, and link information such as geographic area, services that have support associated, etc, so that personalised content is accurate and concise, and any handovers to the right on-site support for example can be achieved instantly.
Last, and certainly not least, we have a multi-channel communications platform that can deliver instant, personalised and relevant content to your customers, in the language they prefer. No-code workflows can be built to suit each client, and dynamic lists can ensure that only the most appropriate content is delivered, regardless of the channel or device your customer wants to receive it on.
Imagine, before a phone rings more than 90% of enquiries have been dealt with digitally, because you understand your customers’ needs well enough, and have in place processes so they can contact you 24/7/365 though any channel to receive support in the language they prefer that allows them to resolve their issue in their own time on the device of their choosing.
we are Fill The Gap
With the best processes and tools to enable your journey to Digital Enablement. Our Adaptive Portfolio Management system will ensure you get the value you expect from change projects. Our best-in-class Australasian built software will help you locate, understand and leverage the data that drives your business.
we are Fill The Gap
With the best processes and tools to enable your journey to Digital Enablement. Our Adaptive Portfolio Management system will ensure you get the value you expect from change projects. Our best-in-class Australasian built software will help you locate, understand and leverage the data that drives your business.
Our software partners
We don’t sell, we partner with our clients to identify opportunities to accelerate their Digital Enablement journey. Often that results in one of our world-class solutions adding value, other times it provides our clients with better content to source solutions elsewhere. We’re happy either way.
