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Consistent Customer Experiences
Posted by bsjames2 on 2011-01-05 09:24:57
In reply to Swamy Viswanathan
Swamy,
Thanks for the post. I agree with your five factors in evaluating potential solutions. I would add "Customer Workflow" to the mix. We see a lot of customer service groups that want customers to have a consistent experience whether they are contacting the contact center agent or going through a web self service workflow. For example, say a customer needs to return a product. If they were to call the contact center, the agent would follow a workflow to walk the customer through a series of steps that would result in a return label, RMA number, instructions, etc. Creating a consistent experience on the web means taking the customer through a nearly identical workflow that the agent would follow to get the desired end result. This way the company can be confident that regardless of the channel the customer experience will be consistent.

Thanks,
Brian
http://www.riverstar.com




 * Topic  Author  Date
Re: 10 Steps to Customer Self-Service Nirvana  Swamy Viswanathan  2011-01-05 09:17:54
Consistent Customer Experiences  bsjames2  2011-01-05 09:24:57
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