Respecting your customers’ time is the key to delivering the experience they expect. And if your operational efficiency increases by serving customers better across channels, everybody wins.
Quite simply, your customers want to accomplish tasks and resolve issues as quickly as possible. Constantly repeating themselves to achieve a goal is frustrating, and the more time it takes to find a solution the more it costs your organization. The inability to share information across channels - and across your organization - can create a truly disjointed customer experience.
Yet by introducing a shared data layer for both proactive multi-channel campaigns and self-service solutions, Nuance creates contextually aware conversations that facilitate faster service and more connected experiences. For example, system knowledge of a recent outbound notification immediately informs an intelligent inbound conversation – “Hello Anne, are you calling about your delayed flight?” – with either a live agent or a conversational IVR.
Natural language technology transforms the traditional IVR experience into one that allows customers to speak naturally to achieve their objectives. Callers are able to use their own words and, in one step, be routed to the right self-service application or contact center agent. This experience is further enhanced by awareness of outbound campaign strategy. In other words, you can replace "How can I help you?" with "Are you calling about your upcoming appointment?"
Nuance integrates outreach via voice, text, email, live agent and mobile application in a single platform to capture preferences and outcomes of individual interactions. This rich data then provides the context for an inbound conversation, reducing the need for customers to explain themselves and speeding the time it takes to resolve issues.
Creating a holistic conversation with your customers delivers real results. After just five months of operating with an integrated, multi-channel customer service strategy, a major airline reported positive passenger feedback and extraordinary results.
Nuance professional services leverage years of experience and thousands of successful deployments to offer thought leadership and commitment to your results. We use the latest tools and techniques to design, develop, deploy and optimize your speech-enabled applications.
Learn how Monitronics was able to streamline its contact center operations and improve customer engagement.
Acer America drives service improvements with a natural language speech solution on Nuance’s hosted IVR platform.
What do customers want? A growing appetite for customer communications
New research shows that consumers welcome an ongoing dialogue with the companies they do business with and want to receive proactive, real-time messages and reminders.
Top customer service frustrations
In the era of instant information, customers expect service to be simple and fast. They want to be able to use whichever channel is most convenient – web, social media, mobile app or phone – and have the interaction be consistently easy. Customer service, or the lack there of, has a much greater influence on buying decisions than ever before.