The proliferation of devices and access available in today’s digital Internet and data-driven cloud economy gives customers the power of choice.
In a perfect world, getting customer service right wouldn’t be difficult. We would demonstrate empathy. Respond promptly, courteously, and efficiently. Every business would go the extra mile. The challenge is doing all of this consistently—and under a wide variety of circumstances. It’s especially difficult in a world where even small companies can cater to a global customer base that expects and sometimes demands 24/7, personalized service. Many businesses will never have the budget to staff to that standard, at least under traditional customer service models.
This is where technology and a new approach to customer service that it enables can help. With recent advances in data analytics, artificial intelligence, and robotic process automation, companies can supercharge their customer service capabilities. Leveraging Intelligent Interactions can also automate lower-value customer service activities, freeing human agents to spend more time on the highest value activities. Done right, both customers and employees can enjoy a better experience.
Based on our experience, we believe organizations that wish to lead in customer service can do so using three steps that incorporate these components:
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