Digitising the customer experience to improve customer support
In a COVID19 world, businesses have had to adapt quickly, which has driven a greater adoption of technology to operate business as usual. According to a McKinsey Global Survey, companies have accelerated the digitisation of their customer interactions and their internal operations by three to four years.
This increased investment in tech, welcomes a new era of digitally savvy customers and a new standard that customers expect in service. Greater convenience, reducing time on admin and resolving problems quickly has been fuelled by empowering customers to access greater channels to interact in a way that suits them. At CNG we are seeing a rise in the use of messenger chat bot, AI machine learning, IVR and self-serve through online forms.
There are many technologies available for businesses to provide a better service for their customers and a greater user experience. Done well this can be a win-win for both customer and business by helping to improve operational efficiencies and exceeding customer expectations to build loyal relationships.
The omnichannel approach
Previously energy suppliers were typically known as being ‘call-centre centric’. Whilst CNG prides itself on its traditional telephone service levels, such as answering calls within a minute to resolve customer queries, we recognise that customers do not always need to speak to an advisor and require more flexibility in how they choose to communicate with their supplier. CNG has implemented an omni-channel strategy which combines traditional phone services with digital channels to enable greater fluidity and a seamless experience.
By introducing Artificial Intelligence (AI) to phone systems, it reduces call time and enables customers to be taken through the journey by saying key words.
CNG has had an increase in online chats since working remotely, with roughly 6% of our incoming calls made up of webchats. Having a Chatbot assisted live chat, enables a whole range of customer queries to be answered instantly, with a warehouse of knowledge behind it – meaning much less time is spent on the phones and advisors can dedicate time to customers with more complex queries.
If the chatbot is unable to provide the solution, it will transfer the customer through to an advisor, but continue to learn from the onward conversation.
Social media is critical to ensuring customer queries are resolved in a timely and professional manner. Many customers use social channels as an easy accessible platform to communicate to businesses in a public forum. This requires connectivity internally to ensure Social Media and Customer Services are joined up and the interaction is seamless for the end customer.
Customers want speed and simplicity, which requires efficiency internally across all customer touchpoints. Traditional telephony still has its place, but can be complemented by an array of digital channels opening up greater opportunity for engagement, service and efficiency that can attract greater appeal and loyalty to your brand.