Companies are likely to continue to spend more on customers. However, the gap shouldn’t be quite that large. Employee engagement is a key part of creating a successful company. Happy employees stay longer, create a stable company, and make your company win.
At GlowTouch, we know this to be true. Our employees on average stay with the company for 7-8 years and we are grateful to them. Engagement and growth programs are critical to keeping our employees happy. And when they are happy, it shows in the award-winning outsourced customer service we provide our customers.
Employee happiness doesn’t have to be a complex proposition. Employees and customers both want the same things: to know that you are listening and care about them, and that you will solve their problems. When people trust their managers, they feel safe and therefore perform better. That results in better customer service and a better customer experience.
Soon 85% of Customer Interactions Will Be Handled Digitally.
According to Nicole Granucci, Senior Director Product Marketing, Salesforce Service Cloud, customer service is increasingly moving into the digital realm. Time was, customer service was 70% voice. Today voice and digital service are about at a 50/50 split. However, as AI gets more powerful, we’re heading towards 85% of customer interactions being handled via digital channels.
Wondering what you can do to prepare your company for the digital customer experience revolution? A good place to start is by adding chat as one of your channels.
Currently, 63% of customers say they are more likely to return to a website that offers live chat. This is most likely because 92% of people have a positive customer experience using live chat. Bots and chat can be incorporated together, but more complex AI has a long way to go until it’s ready to go into prime time with customers.
That said, even today, AI can be used on the back end to help customer service agents find relevant information faster. Moreover, the time is fast coming when AI will be used to answer most basic, Tier One type questions. That will leave the more complicated and emotional issues to be handled by specialized, highly educated customer care employees.