By Elena Christopher
Some of the highest stakes in customer service sit in the high tech and communications sectors, where a company’s livelihood depends on staying ahead of the curve with new products and services. Most of these companies are prepared to keep up with highly competitive market, the leading edge innovation, and the Mach pace. But are they equipped to handle the tenuous battleground of winning and keeping fickle customers?
Many of the largest and most well-known high tech and telecommunications companies trust us to accelerate their business processes and innovate their customer experience. Our customer experience for this segment has to be as compelling and leading edge as the high tech products themselves. This gives us an expert perspective on what consumers expect today, and fuels our innovation efforts behind the customer experience of the future.
Here’s what we’ve learned:
Simplify across the experience: Many of our largest commercial clients use two or more services from the Xerox portfolio. For example, they’ve digitized or automated processes in the back office to support the customer touch points in the front office. By combining our transaction processing and customer care offerings, they simplify the complexity that surrounds the customer experience, which allows for additional improvement and innovation.
Establish the right mix: Companies in high tech and telecom need a hybrid approach to customer care – mixing global, multi-lingual, high touch, and self-service support. While voice or agent-based customer service is still important, the future of customer service for high tech and telecoms – and other progressive, consumer-oriented industry sectors for that matter – is in enabling (and excelling at) alternative channels to voice.
Adapt to customer choice: Some customers want to engage in online-only communications, while others just want pick up the phone and talk to someone. Some want new information texted to them, while some prefer a paper trail. To help our clients respond to these changing expectations, we invented the Next Generation of Customer Care. We spend a lot of time creating reliable self-service solutions that reduce incoming calls and increase satisfaction for the growing number of customers who don’t necessarily want to talk to an agent. We also automate functions to make them simple, quick and cost-efficient to obtain an answer to a question or resolve a problem. Voice alternatives such as chat and video chat help personalize the experience.
The next generation of customer care is about gaining a 360-degree view of your customers, and connecting with them seamlessly via the communication channel of their choice. Customer care analytics and automation will help you get there.
Digital business transformation services help you transition key communications and processes from paper to digital. Our expertise in transaction-intensive processing, analytics and automation allows us to work at a massive scale while still making each of your transactions personal and secure.
Today, more than 30 percent of our customer care interactions are delivered through digital, multichannel, self-service and automated channels.
Some examples of our work:
- One of the largest mobile providers in Europe sought our help and experience with live customer chat. They wondered if it was possible to use this online interaction to convert interest into sales. With call volumes of 40,000 per month and website traffic of 350,000 visitors per week, this proved to be a smart strategy. Within three months, our client experienced increased sales, high conversion rates and improved customer reach. The numbers include 53 percent more sales compared to call agents in one year, and 70 percent more chats per hour than calls per hour by call agents.
- A growing wireless provider wanted to reduce the cost and complexity of its billing processes, so they outsourced bill creation and dispatch to our Transaction Processing The resulting solution supports all stages of customer interaction and can adapt to support growth of the customer base. Not only did this simplify the billing process, it increased customer engagement with personalized messages to customer bills, and added options for paperless billing, archiving of electronic bills and customer notification via e-mail and SMS. The company saved over $2.5 million through paperless billing, now accounting for 40 percent of bills.
Taking care of customers today is more complicated and more important than ever. We’re honored that so many companies – high tech and telecommunications, banks, auto manufacturers, airlines, and retail chains (to name a few) – trust Xerox to take care of their customers.