SIKORSKI’S THINK ABOUTS Blog 10/20/14: CX and Technology

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Traditional customer touchpoints

  • Marketing Literature
  • Letters
  • Appointment Cards
  • Comment Cards
  • Invoices/Statements
  • Surveys

Technology customer touchpoint channels that should interact with your call/contact center

  • Telephone
  • Email
  • Internet (appointments, orders, products/services knowledge, etc.)
  • IVR (routing, informational menu’s and self-service)
  • SMS (outbound texting, inbound texting to toll-free service)
  • Social Media (reviewing, answering)
  • Web Chat
  • Mobile
  • Speech self-service
  • Video

Technology contributes to CX by increasing customer expectations

  • —Welcome messages/programs via
    • —Emails, videos, new user portals, websites
  • —Education
    • —How to get more from a product feature
  • —Warning of problems
    • —Communicate failures
  • —Confirming delivery
    • —Eliminates unnecessary interactions
  • —Help Desk services
    • —Route with a screen-pop of where the customer experienced the problem

Please do not hesitate to comment if you have other ways that technology has contributed to satisfying your customers.

Laura Sikorski

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