Here are five reasons why your contact center needs to be digitally transformed and automated
A recent Forbes article equates the automation of your contact center with the Henry Ford’s implementation of the assembly line in his factories. The practice of minimizing costs while achieving higher productivity came to be known as ‘Fordism’. At Pypestream, we call the automation of your contact center ‘on-demanding’. Here are the 5 reasons why you should do it, and do it now:
- Your customers want you to do it.
Consumers have been complaining about call centers since call centers existed. But while there was a time when all they could do was ‘deal with it’, those days are gone and they know it. We live in a 24/7, on-demand, self-service economy and, as a result of messaging, AI and chatbots, consumers expect quick turnaround regardless of the types of transactions they are performing. Consumers are also more interested in their own experience while conducting transactions than they are in brand loyalty. If your business does not appear to value your customer’s time as much as they do, then they will move on to a business that does. A recent survey of international consumers reports that: 76% of respondents buy more from companies that are easy to transact with; almost half get frustrated if text-based chat is not available; and 65% prefer to contact companies using web chat.
- It will save you money.
Traditional call centers that are filled with live agents and rely on analog systems and IVRs are expensive to operate, even if the center is in a country with lower-wage workers. Most businesses pay $5 for each customer service call. This is a lot of money to spend while disappointing people. It’s also disappointing for call-center employees that frequently find themselves challenged to win over frustrated customers who just spent several minutes navigating through IVRs. Training new hires costs a lot of money and call centers experience high turnover rates. Businesses that automate the majority of their customer inquiries will save themselves money by operating more efficiently and decreasing employee turnover, as contact representatives will be dealing with happier customers.
- It will make you more money.
Savings from automation can be used to train a smaller team of specialized call agents that are better paid and can operate in house. For customers who need to escalate their calls or chats beyond the automated system they can provide thoughtful, high-touch experiences. By reducing wait time on high-volume repetitive inquiries from minutes to seconds and providing better person to person communication, your business will improve customer relations, maintain customer loyalty, and promote positive reviews. All of which will increase potential earnings.
- Everyone else is doing it.
Operating as efficiently as possible and producing more while spending less has been the goal of every industry since factories introduced assembly lines. As soon as a new technology becomes available that can support this goal, it’s only a matter of time before manufacturers, developers, and service providers implement it to their advantage and customers reap the benefits. The one industry that has lagged behind when it comes to using new technology is customer service, especially contact centers. But this is rapidly changing and businesses need to change with it or lose their competitive edge.
- Getting started is easy.
Because it is compliant, scalable and user-friendly, Pypestream’s customer engagement solution can be easily integrated into your enterprise existing solution, no matter how big or small. With Pypestream, you will enable your customers to message you 24/7, to get information, make payments, submit forms, change orders, book, upgrade and more with the knowledge that you are listening in real time and your response will be quick.
Pypestream’s API integrations and AI based chatbots are allowing customers everywhere to easily interact with businesses whenever they like. Companies in the healthcare, airline, financial services, hospitality, automotive, cable, logistics, and telecom industries, have reported significant call center savings and improvements in agent productivity with Pypestream in place.
There is a simple reason why all factories in the U.S. adopted the Fordism philosophy, which is that they had to or they would never be able to compete. It’s time for you to compete with businesses implementing the use of chatbots.