Envisioning an Exceptional Customer Experience from the Outside In
Organizations often develop a customer service strategy based on internal resources and budget constraints. A more successful approach is to first determine what type of experience you want customers to have when interacting with your organization. The customer experience should be one that sets your company apart from the competition and is not bound by resource or budget constraints. Then determine what you will need to realize that goal.
With the advancement of cloud contact center technology, the gap between the exceptional customer journey and your current deployment may not be as cost or resource prohibitive as you might think. Here is how one VoltDelta customer successfully approached this challenge:
Customer Experience Vision
This customer is a pharmaceutical provider that offers cost effective prescription medication for an underserved population with exceptional customer care in all 50 US states. They refused to accept the notion that economically challenged individuals do not deserve premium support. Service metrics that were implemented by this pharmaceuticals provider put customer satisfaction first with cost savings as an important, but not primary driver.
Situation Analysis
The pharmaceutical provider evaluated their current service and determined they needed to do the following to meet their goals:
- Reliably answer every call. Frequent outages occurred with their existing contact center technology vendor.
- Improve the efficiency of their voice self-service menu options and integration to other communication channels, such as the web or live agent support, to provide a more satisfying customer experience.
- Add channels of communication such as SMS as the company grows.
- Create a feedback loop to continually improve quality of service.
The Solution
VoltDelta provided the following solution:
- Reliable Cloud Contact Center Platform — A “pay per use” hosted contact center with no capital investment provided a cost-effective solution. A platform with a history of proven reliability and security was essential to the customer’s business success. VoltDelta’s cloud platform answers over two billion calls per year with exceptional reliability.
- Voice Self Service Expertise — The new voice self service intelligently anticipates the reason customers are calling. It uses their phone number and name to check whether they recently placed an order, are up for re-enrollment, or various other issues. Menus dynamically shift based on that knowledge to more quickly resolve the call. Also, IVR dialogs incorporate built-in “patience” for explanations and caller input which VoltDelta’s voice user interface designers determined was needed for an older demographic.
- Integrated Multi-Channel Solution —Agent insight from past interactions regardless of channel enables immediate problem anticipation. It allows customer care to be more effective at converting frustration to success.
- Surveys —For process improvements, automated voice surveys have been implemented post-call or as part of an outbound campaign. The ability to capture specific answers from a menu and free-form recorded comments adds metrics and subjective analysis for evaluating customer care success.
- Voice of the Customer Call and Screen Recording —VoltDelta’s technology records every call at no extra cost to the customer. It provides agents and managers with evidence to identify a problem and improve quality. Recorded calls are also reviewed with agents for training. The ability to track a call as a single entity from voice self service to an agent also makes it easy to pinpoint any issues at transfer.
- Real-Time Reporting —Instant access to voice recordings, survey data, and other metrics provides an important mechanism for timely process improvements. Real-time centralized management allows supervisors to quickly assess agent performance.
Results
This VoltDelta customer creatively uses cloud technology to reach a larger population of prescription medication users with more frequency. In the first few months of implementation, the results were:
- Calls completed without agent assistance have risen between 7%‑12%.
- Overall prescription refills have increased.
- The survey results show positive feedback from customers. In fact, happy customers occasionally provide unsolicited donations to assist this organization with future
endeavors.
About VoltDelta
VoltDelta is a global cloud-based contact center provider with 35 years of experience. We rapidly tailor and integrate our multichannel contact center solutions to enable you to increase revenue, boost retention, and reduce operating costs with proven scalability and reliability.
Contact Us
Phone: 866-436-1169
Email: info@voltdelta.com