Machine Learning in the Customer Experience

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Top Takeaways:

• Many customers believe that companies don’t care about customer service. If this were true, the customer support center or department would not exist. However, companies don’t often have the technological tools to provide a great experience.
• The customer support department and contact centers have undergone a change over the past decade. They are no longer viewed as a cost, but a source of profit.
• Frontline customer service agents have valuable information and data about the customer. Ideally, this information will trickle up to management and leadership to further improve CX.
• The life of a customer service representative can be difficult and there is often a high turnover rate in these positions. Sources of difficulty and stress include upset customers, a lack of resources and frustration with the technology they are using (the need to switch between too many programs).
• Companies need to examine what they ask of their CX agents and work to eliminate points of difficulty and stress. If agents are treated better, they will treat customers better.
• It is crucial for companies to adopt an omnichannel system for customer communication. This allows for customers to have a single conversation with a company that spans over multiple channels, rather than a separate conversation on each channel.
• Machine learning and similar technology is now a requirement to deliver a good customer experience.
• Technology can assist companies in proactive service—reaching out to customers before a problem arises.
• Before deploying machine learning, AI and other tech to your customers, utilize it internally first. Use new technology to create a better employee experience, and it will result in a better customer experience down the line.

Quotes:

“Machine learning is not an option in customer service anymore. It is a requirement.”

“Customer support and contact centers have shifted from being a cost center to being a profit center. It’s how you retain and grow a customer base.”

“We need to look at what we’re asking agents to do and start removing the clutter and simplifying the process of how we help people help people.”

About:

Cameron Weeks is co-founder and CEO of Edify Labs. He guides the team to think and act differently when it comes to changing the way companies connect with their customers and employees interact with each other.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

1. What is the difference between multichannel and omnichannel?
2. How can AI improve my customer service?
3. Can I use information and data from customer support centers?
4. How can I create a better customer experience?
5. How does the employee experience affect the customer experience?