Hybridizing with common sense the channels of customer relationship!
Hybridize customer relationship channels with common sense!
Algorithms certainly allow us to act faster! But a smile always helps to seduce… Hence the necessity to sensibly mix in the customer journey the interventions of machines and those of humans.
The customer relationship of yesterday…
The "after-sales services" of yesterday were - caricaturing a bit - essentially seen…
For customers, as a source of waiting, and thus often of frustration.
For businesses, as a cost center; these costs becoming exponential with the growth of global commerce.
For agents, finally, a job perceived as repetitive and without added value.
The customer relationship today…
In the midst of a digital revolution, brands have embarked on a bidding war of offers and services aiming to delight the customer journey even more. Artificial intelligence (AI) has entered the fray, and bots have transformed the landscape of Customer Relationship Services (CRS) and reinvented relationship channels.
By understanding and interpreting consumer requests, bots interact with databases and, referring to pre-established scenarios, respond faster and better to these requests.
But what about the relational intelligence of the agent in all this? This is where the "enriched relationship" through channel hybridization comes into play… How to put the right dose of human in the digital world, and the right dose of digital in the real world?
The customer relationship of tomorrow…
It is the one that should give rise to the ideal customer experience, thanks to a well-measured hybridization of relationship channels and a sensible combination of AI and relational intelligence.
AI indeed allows robots today to effectively do what they "master better" than a human: providing instant and relevant responses to a multitude of varied requests.
Let us therefore allow humans to intervene in what they do best compared to a program: understanding and intelligently managing complex problems, innovating, personalizing, being creative, and ultimately perfecting customer relationships.
To this end, they draw on their relational and emotional intelligence, which machines are still devoid of until now.
Thus, the true revolution of artificial intelligence will only be valuable when combined with human intelligence, thereby allowing us to leverage the strengths and weaknesses of each to continue innovating and providing better services.
It is then that the customer relationship will undoubtedly become:
For customers: a source of astonishment and satisfaction,
For companies: a center of technological innovation and commercial differentiation,
For agents: a profession with high added value and a source of permanent challenge!
ViaFlow, your omnichannel ally for managing customer relationships
To address this major challenge of customer relationships, ViaDialog has designed an innovative solution resolutely focused on deploying a purely omnichannel customer journey.
ViaFlow allows handling all customer interactions through a unified interface, thus offering a 360° view to agents in contact centers! All customer relationship channels are therefore gathered within a single platform, just like the history of exchanges with the customer, thereby increasing the fluidity of the response provided and its efficiency. Agents can thus switch from one channel to another while preserving the complete contextualization of the exchange.
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