(audio available) Why does new technology and automation often worsen the customer's experience? Recently I gave a speech at the Jamaica Customer Service Association Conference - 2013 - in which I addressed the sad reality that customer service professionals are often excluded from the loop when key IT and technology decisions are made. The result is that the customer's experience is worsened, simply because no-one is attending to the right elements of new solutions, particularly those that are customer-facing.
Listen to the audio from the speech here - http://goo.gl/pdHDxy - while you view the slides and gain the experience of being at the speech in person!
41. New Era Email Policies
Policy #1 – move all urgent requests for
responses to live communication or instant
messaging – away from email
42. New Era Email Policies
Policy #1 – move all urgent requests for
responses to live communication or instant
messaging – away from email
Policy #2 – set up a helpdesk for customer email
while training customers to use other means
for urgent communication
The rush to automate service delivery and employee productivity has driven a number of critical touchpoints into the cracks… where they aren’t being managed. Come and find out how to impact the customer’s experience in areas that no-one is noticing.Have you noticed that companies are increasingly being taken over by technology and automation, but that the solution that’s implemented might be faster and cheaper, but gives customer experience that’s much much worse? Where are customer service professionals in all this?