Hybridize customer relations channels with common sense!

Algorithms can certainly speed things up! But a smile is always seductive... Hence the need to mix machine and human intervention in the customer journey, with common sense.

Yesterday's customer relations...

Yesterday's "after-sales services" were - to put it mildly - essentially seen...

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For customers, as a source of expectation, and therefore often frustration.

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For companies, as a cost center; these costs becoming exponential with the growth of world trade.

• Finally, for agents, tek-l is perceived as a repetitive job with no added value.

Customer relations today...

In the midst of the digital revolution, brands have embarked on a bidding war of offers and services aimed at enchanting the customer journey ever more. Artificial intelligence (AI) has entered the fray, and bots (or robots) have transformed the CRS (Customer Relationship Services) landscape and reinvented relationship channels.

By understanding and interpreting consumer requests, bots interact with databases and, by referring to pre-established scenarios, respond ever faster and better to their demands.

But what about the agent's relational intelligence? That's where the "enriched relationship" comes in, thanks to the hybridization of channels... Or how to put the right dose of Human in digital, and the right dose of digital in the real world?

The customer relationship of tomorrow...

It's the one that should give rise to the ideal customer experience, thanks to the well-balanced hybridization of relationship channels and a sensible combination of AI and relational intelligence.

Today, AI enables robots to do what they are "better at" than humans: providing instant, relevant responses to a wide variety of requests.

So let's let the human element do what it can do better than a program: understand and intelligently manage complex problems, innovate, personalize, be creative and, ultimately, perfect the customer relationship.

To do this, it draws on its relational and emotional intelligence, which, until now, machines have lacked.

In this way, the true revolution of artificial intelligence will only be of value when combined with human intelligence, enabling us to capitalize on the strengths and weaknesses of each to continue innovating and providing better services.

This is when customer relations become :

• For customers: a source of amazement and satisfaction,

• For companies: a center for technological innovation and commercial differentiation,

• For agents: a job with high added value and a constant source of challenge!

ViaFlow, your omnichannel customer relationship management ally

To meet this major challenge in customer relations, ViaDialog has designed an innovative solution resolutely focused on the deployment of a purely omnichannel customer journey.

ViaFlow enables all customer interactions to be processed via a unified interface, giving contact center agents a 360° view! All customer relations channels are grouped together on a single platform, as is the history of exchanges with the customer, increasing the fluidity and efficiency of the response. Agents can switch from one channel to another, while preserving the full contextualization of the exchange.

Want to find out more? Contact our experts!

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