Delivering “wow” moments for improving customer experience has always been the mantra for businesses focusing on customer support and customer engagement. Every year around the same time, such businesses gear up to showcase their technological advancements to the world. This year was no different and if you are a business that provides the technology to power customer support or if you are trying to deliver “wow” moments for your customers, then you most likely would have made it to the Customer Contact Week (CCW) in Las Vegas.
Coverage of Trending Topics
CCW is attended by few thousand visitors each year and they get to learn from their peers, participate in workshops, and attend seminars. In case you missed out on what happened, here is a quick look at the top 3 trending topics that were covered:
B2B Customer Service in a Multi-channel Environment
Having a customer-first mentality is the single biggest reason why businesses and technology providers come together. Several discussions were focused on how businesses can find more than one way to engage with customers - whether it is through voice, messaging, in-app notifications, social listening, or more. What was even more interesting was how businesses took time to educate agents on such best practices - how they can free an agent’s routine tasks so they focus on building better conversations and educating customers. For a company like Plivo, this was a huge takeaway since our voice and messaging products ensure businesses are proactive, create a customer-centric culture, and the same time paving way for seamless interaction irrespective of what the channel is.
Automation to Revamp your Phone System
Automation goes hand-in-hand when businesses have multiple touch points for customers to interact. We heard discussions around how to build call flows that focus more on self-service while ensuring that a caller gets everything they need without having to interact with an agent. Having APIs in place will ensure tighter integrations with other applications and vendors and this will provide a host of ways to intelligently route your customers with greater personalization. For any business, providing that contextual awareness is key and at Plivo, we couldn’t agree more with this less is more approach which improves response times and increases customer satisfaction rates.
Bots in a Messaging Driven World
ML and AI have been keywords surfacing the technology industry for a while now. A lot of the attendees spoke about finding the balance between a bot and an agent and what the ideal hand-off is. We happen to think there is no right or wrong answer here since ML and AI-powered messaging still has ways to go, only because there are several alternatives that will provide a similar experience - messaging automation, IVR extensions, and workflow automation tools. The topic is an interesting one because ML and AI-powered bots could potentially change the way support teams function.
Conversations at the Plivo Booth
Plivo was at booth 1226 at CCW and the action-packed expo never had a dull moment on the show floor. We met hundreds of visitors and had meaningful conversations with every single one of them. Here are the top 3 topics we heard from our visitors:
Uncomplicating IVR for a complex business
The beauty of the cloud is to really uncomplicate everything - right from a simple app like your email to running complex businesses, the possibilities are endless. Visitors spoke using legacy systems which put a strain on the entire stack and the people who build the stack. An IVR system is a critical piece of running a call center or having customers call in for support. There is a high level of dependency in routing callers to the right agent and this flexibility (you get by moving to the cloud) is what provides for a better personalization for businesses of any size.
Having a well-rounded communication experience is essential
“We aren’t using SMS yet but we know we should” was a common refrain among the visitors to our booth. Adding SMS flows to existing contact-center technology has traditionally been a daunting task, but visitors were definitely “wowed” by Plivo’s innovative solution to this challenge.
Building call centers is an expensive affair
As a communication platform service provider for voice and SMS, our goal is to simplify the lives of our customers and users and make communication easy and affordable. Several visitors still spend hours figuring out what technology to use to build a call center, what sort of a skill set should they look for in application developers, or how should they prioritize the entire development effort. Development time is precious, and it’s important that developer time is spent where it adds the most business value. We demonstrated in real-time at the Plivo booth to our visitors a cool new way to build a call center, create custom IVR flows and set up a messaging platform without any coding or requiring any technical expertise - all in a matter of minutes. We like to call it “having your very own engineer in your pocket!”
That pretty much wraps up our top conversations and topics that did the rounds this year at CCW. We are happy to share what we picked up unlike the usual what happens in Vegas…
In case you didn’t make it to the event but made it all the way to the end of this post, we look forward to hearing your thoughts in the comments sections.