How Switching to Proactive Customer Service Could Save You More Than $500,000

This first week of October is recognized as Customer Service Week. I’ve previously written about how delivering excellent customer service is in our DNA here at Avaya, and the long list of CSAT awards we’ve received is evidence of that focus. Today, I’m introducing a series of blogs and videos about how Avaya delivers impressive value within our Support Agreement through our tooling for connectivity, alarm management and diagnostics.

Over the last four years, the support industry has changed, and so has Avaya Support. As this infographic shows, Avaya has not only been keeping up, but taking a leadership role in shifting to a self-service and proactive approach.

Gone are the days of staffing dozens or hundreds of human engineers to stare at big screens within a network operations center. Today, automated tools monitor for inbound events and take corrective action without the need for all those people. With these tools and Avaya Support’s unrelenting drive to use the KCS initiative to never solve the same problem twice, Avaya has reduced our time to resolution and improved customer satisfaction.

We know that when our customers leverage the full value of their Avaya Support coverage, they avoid more outages, have faster issue resolution and are overall happier with their Avaya solution.

That is why I’ve been so focused on educating our customers and partners about what our tools can do and the resulting value they create. Once the parties involved understand that value, the account teams can work with the partner to get those tools implemented, including registration and onboarding via our Global Registration Tool (GRT).

These capabilities help Avaya shift out of reactive support and into a higher-value-add mode of proactive support.

reactive
  • Reactive Support is the term we use to refer to traditional maintenance support. It’s where both parties wait until the solution has a problem, and then the customer contacts Support looking for assistance. The focus at that point is on restoring service and taking action on the root cause of the problem.
  • Preventive Support is the term we use to refer to taking steps to implement known best practices for your solution. Examples of this would be installing the latest and greatest patches and service packs and ensuring you have adequate uninterruptible power supply systems in case of an outage.
  • Proactive Support is about identifying serious issues when they are still just symptoms of the actual problem and resolving those symptoms before they snowball into an impacting outage. It also includes taking steps to regularly optimize your solution, improving performance to not only run more effectively but also prevent system outages.

Above all else, we are building tools and processes to help our customers avoid costly outages. According to the Aberdeen Group, across small, medium and large companies, the average outage costs $2,728 per minute. When you combine that with our internal metrics that show the average outage lasts 3.5 hours, the average outage can cost a customer $572,859!

Avaya Client Services (ACS) knows that we can assist our customers in preventing these outages. Internal analysis shows that 71 percent of all customer outages could have been prevented.

Joey Fister has been writing a great set of blogs about how to avoid these common causes of outages. Beyond preventive steps, Avaya Support has tools that take support to the next, proactive level. For example, customers that utilize our alarm management, EXPERT SystemsSM, are 73 percent more likely to avoid an outage.

Stay tuned for the rest of this series, where I’ll speak to how you can get value out of remote connectivity via SAL, alarm monitoring via EXPERT SystemsSM, and the SLA Mon Server that provides endpoint diagnostics and networking monitoring. I’ll also be covering these through a series on YouTube.

Watch the first below:

Contact or follow me on Twitter: @CarlKnerr

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Customers Explain Why Chatbots Matter for Contact Centers

I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. Jeff Pulver created the Voice over the Net Conference when voice over the internet was in its infancy. As a co-founder of Vonage and other companies, his vision helped drive the industry we all take for granted. He’s brought his vision to the world of chat with his 140-Character conferences and most recently the MoNage conference.

Jeff says that “as chatbots get better and better, there may be less of a need to visit a business website.” We may reach a point where chatbots connected to Facebook pages and voice services via Amazon’s Alexa become the main conduit for getting information.” He probably is right. There is no shortage of software and services companies, including Avaya, that are investing significantly in the field of chatbot technology for contact centers applications.

Industry analyst Jon Arnold says contact center operators need to ensure millennials have a chat experience that is fast and personal. The ability for an agent to leverage the full context of all of the previous transactions is at the heart of providing a personalized one-to-one customer experience.

Anyone with a teenager knows if you want to reach them, you text them—unless you like the nostalgia of hearing a voice mail greeting and leaving a message that may not be picked up for a week. Those millennials, who use chat over email, including chat applications at work, are the same ones raising the bar for businesses to serve them via chat. How long will it be before the response a millennial expects for a package status is an emoji?

The introduction of chatbots represents the re-birth of interactive voice response in textual self-service instead of voice prompts. Chatbots enable a customer to answer questions via text. They ask, “How can I help you?” The customer’s answer of “What is my account balance?” is the equivalent of speaking to a speech recognition application.

With chat, recent AI innovations interpret your sentence and provide a response that is best matched to the context of your question. This is similar to Amazon’s Alexa listening to your voice and providing a response. Many companies are working to perfect the ability to interpret chat sequences, often to assuage the customers who press 0 multiple times to reach an agent. Today, customers can have the same frustrating experience with chat that they’ve had with interactive voice—ultimately they want to talk with a live agent. The goal has always been to enable more automation and self-service methods to reduce costs, without having a negative impact on customer satisfaction. There is a critical need to get it right.

Requesting a live agent to assist with a chat session introduces major challenges for businesses. They must staff a contact center with agents who can respond appropriately to chat messages. This introduces the need for typing and grammar skills and new staffing level challenges for balancing voice and chat demand.

Businesses must ensure consistency in chat responses and, most importantly, ensure a positive experience with the live agent during a transaction. So agent skills must now include the ability to respond to SMS and text chat sessions from websites and mobile applications. This includes the ability to type clearly, and often handle multiple transactions simultaneously to fill the delays with customer responses. Many of us have experienced chat sessions with agents where there is a long delay due to agents serving other customers.

Chat sessions are often emailed to customers at the end, creating a document that customers can use for many purposes: tweeting about what an agent just wrote, or using what an agent just wrote to get improper discounts or advantages from errors. To guard against such customer behavior, agents must have fast access to standard, consistent answers to common questions and ensure responses conform to company policies.

Customers Communicate with Companies—Not Agents

Customers expect a business that can communicate via live chat to ensure the agent understands their situation. The last thing they want is to send a lengthy email describing a situation, and then be offered a live chat with someone who doesn’t have access to the email. Internal information silos require the customer to ask if it is worth starting over again and again. They expect the agent to have the full context of all their interactions. The effort to serve the customer by chat can result in a negative experience even if the agent tried everything they could to serve them.

Agents Need Contextual Information

Chatbots start with an attempt to serve a customer via automation. Costs are avoided when customers serve themselves, just like they deposit a check by taking a photo instead of having a bank employee process it. Contact center managers must enable their agents to access the full context of the chat dialog, any emails, and CRM records so they can serve the customer without asking what they should already know.

Chat Introduces a New Opportunity to Leverage Agent Attributes

Once you make the move to introducing live agent chat, you need to determine which agents have the proper attributes for handling chat, including multiple simultaneous chat sessions. You’ll need to train employees how to properly respond, including how to deliver recommended standard responses. In addition, you’ll have to evaluate how many multiple chats an agent can handle, which will vary based on individual abilities. Selecting agents based on these skills can make all the difference in customer satisfaction results.

Agent Attribute Models Increase Contact Center Operational Efficiency

There is a tremendous opportunity to increase contact center operations by having agents with the attributes for handling voice and chat and SMS sessions. Did you know 250+250=450. Here’s why: the workload of 250 voice-only agents plus 250 chat-only agents can be served by 450 agents who can do both. The result is a higher utilization level than with individual silos. Evaluating agent availability by their individual attributes and operating your contact center at higher utilization levels significantly reduces your most costly resource—your contact center agent labor expenses.

Interested in learning more about defining and leveraging agent attribute modeling? Get more info in this Avaya blog from Laura Bassett: “Get out of the Queue: Drive your CX with Attribute Matching?” And talk with Avaya Experts—we’re here to help you serve your customers like never before. We can help you match agents with the best attributes for each individual customer. The ultimate win for all. Contact us. Let’s chat!

Digital Transformation—Powering New Experiences for Employees and Customers

There’s no let-up in the pace of change. New apps, new services and new ways of getting it done seem to spring up daily, and can seem at times, overwhelming. Thankfully, many of these new capabilities are actually making our lives easier, more fulfilling, and more productive. We’re on the cusp of a change that will go well beyond Googling an answer or picking up a voice call when you’re out and about. The analyst firm IDC calls the change Digital Transformation (DX) and defines it as “an approach that enables organizations to drive changes in their business models and ecosystems by leveraging digital competencies.”

Digital Transformation is Underway and Moving Fast

Digital Transformation promises to change the very fabric of our lives, as the Internet of Things, mobility, and big data make us more aware, more reachable, and more satisfied with our interactions, both personal and professional. The road to DX will be paved with innovations large and small. They will change the way we interact with other people and with the machines that move us, house us, feed us, and keep us healthy and engaged. But what about today? How can DX allow me to do a better job today?

IDC has done some interesting research on the notion of unified communications—that promised land of intuitive, rapid, well-organized, and multimodal interaction that we’ve been talking of for so long. They’ve determined that the market for UC solutions is growing (by 9% per year to about $38B globally by 2020) and that increasing productivity and collaboration and reducing expenses remain the key motivators for UC investments.

The Day-Changing Avaya Equinox™ Experience

These motivators are at the heart of the Avaya Equinox Experience. Equinox is built around a mobile-first reality—the notion that our smartphones and tablets have become our lifeline to … everything. How often do you look at your phone? Someone told me the average is 84 times a day. If you’re a boomer like me, it might not be that many times, but I’d guess I still look at my phone at least 40 times during my work day. Now what if each time I looked at my phone I was presented with my meeting schedule, my latest IMs, and my recent call logs? And what if that information was mirrored across my devices so that I could move seamlessly from my desk to my smartphone to my tablet to my laptop and always get the same consistent information, presented in the same intuitive way?

Sounds good, doesn’t it? And what if I could take the next step and actually take action on that information with a single tap? Enter my conference calls, open video and collaboration, return a call, or respond to a message? This ability to both understand my day’s priorities and take action on what’s most important is what defines the Avaya Equinox Experience. It’s the ability to have a UC experience that is, in fact, unified! It makes a major difference in my day and you can likely imagine how it could make a major difference in yours.

More DX Solutions from Avaya

Along with the Equinox Experience, Avaya also recently released two other innovations that we think define and support your move to DX. The Avaya Breeze™ Client SDK was used to create Equinox and Avaya now offers it to our developer ecosystem and our customers to create their own unique experiences. Would you like to integrate communications into an existing enterprise application? Does Equinox sound intriguing but you’re wondering if you could make a few tweaks for your specific vertical or enterprise needs? Add collaboration to a unique mobile app you’ve created? Or develop a kiosk experience that includes seamless communications access to additional resources? The Avaya Breeze Client SDK will give you the tools you need to bring the world of DX into your own organization—in the way that you think is best.

But what about placing those unique experiences into your environment? Your hotel rooms? Your patient rooms? Your retail spaces? Or your branch offices? Avaya Vantage is an all-glass device that is secure and admin-able and lets you take the customized experiences you created with the Breeze Client SDK and place them cost effectively into the locations that make sense for your business. You can provide unique offers, tailored experiences, create awareness of your services, and take your customer’s experience to the next level.

Interested in learning more? Check out the video clip of IDC Analyst, Rich Costello, and Avaya Director of Product Management, Paul Relf, as they discuss how digital transformation powers the new UC work experience. Read the IDC paper on DX and Avaya solutions. As always, we’re here to help you on your own DX journey! Send us a note, ask us a question, pose a problem to solve—we’d love to hear from you.

Call it what you will: Multi-channel, Omnichannel—It isn’t about the Contact Center!

At this point, we know that most companies are competing exclusively on the customer experience (83%, according to Dimension Data). McKinsey Insights shows that effective customer journeys are impactful: increase revenue by up to 15%, boost customer satisfaction by up to 20%, and turn predictive insight into customers’ needs by up to 30%. The issue isn’t that companies fail to understand the importance of the customer experience (CX). The problem is that over half of companies today fail to grasp what is arguably the single most important driver of a successful CX strategy: organizational alignment.

This isn’t to say that companies aren’t taking the necessary steps to strengthen their CX strategies. Looking back five years ago, 92% of organizations were already working to integrate multiple interaction channels—call it multi-channel, omnichannel, digital transformation—to deliver more consistent, contextualized experiences. The needle is moving in the right direction. However, companies will find themselves in a stalemate if they limit the customer experience to the contact center.

Customer Experience is the Entire Brand Journey

That’s right, the customer experience is NOT about the contact center. In fact, it never was. The customer experience is instead about seamlessly supporting consumers across their entire brand journey regardless of where, when, how and with whom it happens. This means supporting not just one business area (i.e., the contact center), but the entire organization as one living, breathing entity. This means supporting not just one single interaction, but the entire experience a customer has with a company from start to—well, forever. After all, the customer journey never truly ends.

Are companies ready for this future of the customer experience? Perhaps not: 52% of companies currently don’t share customer intelligence outside of the contact center, according to Deloitte.

Executives are planning for not only contact channels to expand but most are expecting these interaction journeys to grow in complexity. It’s clear that a contact-center-only structure doesn’t cut it anymore. At today’s rate of growth and change, it’s easy to see how a CX strategy can miss the mark when the entire customer journey is being limited to the contact center. Imagine how much stronger a company would perform if it supported the customer experience as the natural enterprise-wide journey it is? A journey where interactions take place across multiple channels and devices, unfolding across multiple key areas of business (i.e., sales, HR, billing, marketing)?

Imagine, for instance, a hospital immediately routing an outpatient to the travel nurse who cared for him last week, although she is now on the road to her next location. Imagine a bank being able to automatically route a customer to a money management expert after seeing that the last five questions asked via live chat were about account spending. Imagine a salesperson knowing that a customer attended a webinar last week on a new product launch and had submitted three questions—all before picking up the phone. Imagine a retail store associate knowing you walked in and that you were searching online for formal attire.

Contextual Awareness is Critical

Today’s CX strategy is no longer about asking the right questions: it’s about having the right information at the right time to drive anticipatory engagement. It’s no longer about being able to resolve a customer issue quickly. It’s about building an authentic, organization-wide relationship based on contextual awareness. In short, this means companies being able to openly track, measure, and share customer data across all teams, processes, and customer touch points. This ability either makes or breaks the CX today.

So, are you near the breaking point? Consider that nearly 40% of executives say their agents’ top frustration is that they can’t access all of the information they need. Less than 25% of contact centers today enjoy full collaboration on process design with their entire enterprise. Connected customer journeys and the overall CX are now top areas of focus as most organizations support up to nine channel options. CX will encounter a dramatic shift of reimagined customer engagements that will be able to incorporate technologies such as artificial intelligence, IoT, analytics, and augmented reality and virtual reality.

The bottom line is this: organizations must support an enterprise-wide customer journey to support the future of the CX now! They must share contextual data inside and outside of the contact center, and they need seamless and immediate access to that data anytime, anywhere, under any given circumstance. Above all, organizations need the right architectural foundation to support this anytime, anywhere ecosystem—otherwise, even their best moves will always result in a draw.