Customers want to feel acknowledged and understood, especially when faced with a challenge. This is why emotional analytics features so prominently in many technological innovations designed to enhance customer retention. Based on research, more and more companies will be taking customer emotions into account in 2021 and beyond. Machine learning can be trained to recognize the embedded emotions in language and determine the customer’s mood. Analyzing these emotions can be used to understand a customer’s experience with a company product, new packaging, or interaction with a representative of the company, and to uncover any weak links that cause negative customer reactions, with the ultimate goal of improving relationships with customers.
A leading European CSP provides internet, 4G mobile and TV services to 20.5 million domestic and business customers. High levels of Visual Assistance adoption were a top priority for the telecom, so they sought a solution that could integrate smoothly into the reps’ desktops and specifically with Salesforce Service Cloud. Because TechSee comes complete with preset Salesforce integration, the deployment process was rapid. As a result, agents can easily begin visual sessions from the Salesforce console with single sign on, and access complete visual customer histories. Though early, the company has already witnessed a significant increase in customer satisfaction and is projecting clear improvements to First Contact Resolution and technician dispatch rates over the coming months.
Ensure the new Visual Assistance solution is extremely simple to use and actually reduces user effort. The technology should offer a browser-based experience and intuitive interface to make it effortless for customers to use. Agents should find the solution simple to use and effortless to deploy. Keep in mind that even the smallest slowdown in workflow may present a barrier to adoption of new technology.
More info: computer systems engineer