2. Use AI and machine learning to improve experiences–for both customers and employees
For TSIA recommends organizations “approach AI as a way to improve roles and automate mundane repetitive tasks within those roles.” If organizations can start to use AI and machine learning to streamline processes and automate workflows, they can transform both their employee and customer experiences.
ServiceNow has seen many customers use machine learning to enable their agents to do more with less, while delivering better service in the same amount of time. For example, it can be used to:
Resolve issues faster by applying workflows that are orchestrated from notification to resolution
Reduce future case volume by identifying opportunities for automation
Drive continuous improvement by monitoring service costs, KPIs, or usage
Enable proactive issue identification, via correlations and pattern recognition, to mitigate large scale impacts
By using machine learning to eliminate routine, mind-numbing tasks, organizations can enable agents to focus on more meaningful work, which leads to greater employee satisfaction that, in turn, generates more gratifying customer experiences.
Swiss Re recognized this correlation, noting “employee satisfaction is key to building strong, lasting customer relationships.” It is one reason they made “trailblazing changes to provide a next-generation employee experience...to make sure [their employees] can focus on their work and are not distracted by operational and administrative processes.”
3. Engage people the way they want to engage
TSIA found: “Today, customers are driving channels of engagement that support organizations [that] are not ready or even willing to offer.” Preferences for self-service, community, chat, and SMS/text options are only going to continue to grow, so including these channels in the service mix is critical to being able to offer customers the opportunity to engage, when, where, and how they want.
When customers have choice and control over their interactions with companies, many benefits follow. For example, Basware delivered an integrated customer service engine and intuitive self-service portal, powered by ServiceNow, that has made “support more personal, enabling closer interaction between the business and customers fostering trust and loyalty.” The portal gives customers “fast, high quality support through online logging of cases, improved overview of case progress, and always-on access to the Basware knowledge base.” In just four months, their service desk’s CSAT score shot up from 4.8 to 5.2.
Have you implemented any or all of these practices for your organization? If not, 2020 is a great time to start. We would love to help you make your customer service SMARTer to set you up for success in the new year. For more information on how ServiceNow can help, please check out ServiceNow Customer Service Management.