Customer relations: can you industrialize and personalize them at the same time?
Oct. 31, 2019
When we talk about "excellence in the customer journey", we mean rapid response to requests; efficient processing of requests, but also a personalized response - and that's where the problem lies!
Responding quickly and all the time (24 hours a day); responding well and at lower cost... All this is made possible by the use of artificial intelligence (AI) software. But how can we produce hyper-personalized responses, when agents are, in reality, nothing more than "machines"?
Let's find out together how AI gets out of this paradox and makes industrialization rhyme with personalization.
When AI helps you know your customer inside out!
Personalizing customer relations means having access to specific information that reflects the uniqueness of each customer. The salesperson's obvious role is to collect and populate his or her CRM (Customer Relationship Management) with as much information as possible, but this information overload must then be processed and analyzed for strategic use. Various software programs can be used to analyze customer data in order to identify characteristics that are relevant to the service or product to be promoted. For each customer, data will be stored reflecting :
Its commitment rate: this involves synthesizing data that may appear in the company's various tools (ERP, CRM, POS, SCM, etc.) in order to trace customer account details, purchase histories, warranty usage, and so on.
Interests: these can be defined using information from social networks or sites on which the customer posts opinions or ratings.
Behavior: behavioral data is obtained by tracing the customer's actions at different stages of their purchasing journey: on the company's website or blog, in online stores, at physical points of sale, during interactions with call centers, etc.
When AI gives the agent back all the added value of his function...
In addition to the invaluable help AI provides, as described above, in perfectly identifying the customer and thus personalizing the relationship as much as possible, it also plays another major role. By enabling the agent toautomate the bulk of recurring tasks, it enables them to concentrate on what is most precious in customer relations: advice and what is commonly referred to as "emotional intelligence ". In this way, listening to customers and helping them with tense issues can be fully taken care of by the "human", who will bring that extra touch of soul which the machine lacks, but which is nonetheless imperative to any customer relationship worthy of the name...
ViaDialog, your trusted partner for personalized customer relations
ViaDialog is a key player in the C.I.M (Customer Interactions Management) industry, offering companies solutions covering all their customer relationship management needs.
We offer comprehensive solutions to help you dramatically improve customer satisfaction.
ViaDialog takes a cutting-edge approach to artificial intelligence, and our solutions can be deployed in your infrastructures, in the Cloud and in hybrid mode.
Our experts are here to help you!
Last update: November 29, 2021
