Did you know that customer experience is one of the most important factors for a business's success? But what exactly is customer experience? Customer experience involves aspects such as quality, price, convenience, service, personalization, etc. It's the customer's perception of your brand, product, or service at all points of contact, from the first interaction to after-sales service.
To offer a differentiated and delightful customer experience, you need to know your target audience well, understand their needs, expectations, and preferences, and offer solutions that meet or exceed their demands.
And how do we achieve all of this? OMINI is our Artificial Intelligence platform that helps different businesses improve customer experience in a simple, fast, and efficient way..
It's a unified digital communication hub. Imagine serving different communication channels through a single platform/application!
Throughout this article, you will learn all the advantages of having OMINI as your official platform.
SEE ALSO: “Google Business Messages: More convenience in your business communication!”
SEE ALSO: “Smart Chatbot Flow: Transforming the Customer Service Experience”
SEE ALSO: “Building a flow for sending a 2nd copy”
Main communication channels
Have you ever stopped to think about how many communication channels exist today? These include social networks, messaging apps, emails, websites, blogs, podcasts, videos, etc. Each of these channels has its own characteristics, advantages, and disadvantages, and reaches a different audience.
To communicate effectively with your target audience and expand your reach, you need to be present on the main channels they use. But how can you do this without wasting time, money, or sacrificing quality? With OMINI, of course! The platform helps you communicate effectively across multiple channels in an integrated and automated way.
Furthermore, OMINI can create personalized content for each channel, segment your audience by profile and interest, monitor results, and optimize your strategies.
Process Automation
Process automation is the application of technologies to replace or complement human work in repetitive, routine, or complex activities, and it brings several benefits to your business. With OMINI, your company can leverage features that automate processes, such as:
- Answer frequently asked questions;
- Distribute customer service requests;
- To sell a product or service;
- Report massive outages;
- Send duplicate payment slips;
- Among many other features.
Monitoring of Indicators
Do you know what indicators are and why they are so important for your business? Indicators are quantitative or qualitative measures that allow for the evaluation of the performance, quality, efficiency, and effectiveness of a process, product, service, or organization.Indicators are essential for:
Establish goals and objectives: A clear and measurable definition of what you want to achieve and how you want to get there.
Monitor and control: Monitoring the progress of processes, as well as identifying deviations, problems or opportunities for improvement, and taking corrective or preventive actions.
Evaluate and improve: To measure the results obtained, compare them with the expected results, verify the effectiveness of the actions taken, and implement continuous improvements.
Key Indicators
Time Indicators
You time indicators These are metrics that measure the duration of interactions between customers and customer service agents. They are important for evaluating the efficiency, quality, and satisfaction of the service provided. Some of the main time indicators are:
TMA – Average Response Time: It is the average time it takes agents to resolve a call or customer request. Average Handling Time (AHT) can vary depending on the type, complexity, and service channel. A low average handling time (AHT) can indicate agility and productivity, but it can also signify superficiality or a lack of empathy. A high AHT can indicate difficulty, delay, or lack of preparation, but it can also signify attention, care, or personalization. Therefore, it is necessary to analyze the AHT with criteria and balance, seeking an appropriate time for each situation.
TMIC – Average Customer Interaction TimeThis refers to the average time it takes for the customer to interact (respond) with the agent. It considers the customer's response times for the entire interaction, from the moment the agent sends the first message.
TMIA – Average Agent Interaction TimeThis refers to the average time it takes an agent to interact (respond) with a customer. It considers the agent's response times for the entire interaction, from the moment the customer sends their first message.
These are some of the time metrics that can help you manage and improve your customer service.
Dashboards
Dashboards are visual panels that present data and indicators in a summarized, clear, and objective way, facilitating monitoring, analysis, and decision-making. Dashboards can be used for various purposes, such as:
- To monitor the performance of a process, product, service, or organization.
- Identify trends, patterns, anomalies, or opportunities in the data.
- Compare results across different time periods, groups, regions, or scenarios.
- Communicating information effectively and persuasively to different audiences.
To create an effective dashboard, you need to follow a few steps, such as:
Define the purpose and target audience of the Dashboard: What you want to show and to whom you want to show it.
Choose the data and indicators that are most relevant to the dashboard's objective and audience: What do we want to measure and how do we want to measure it?
Choose the most appropriate layout and visual elements for the selected data and indicators: How do you want to present the data and indicators?
Test and validate the Dashboard with the target audience: whether the Dashboard is meeting the expectations and needs of the audience.
Customer service
Customer service is an essential activity for any business, as it is the means by which the customer communicates with the company, expresses their needs, expectations, questions, requests or complaints, and receives solutions, information, guidance or satisfaction.
To ensure the quality and efficiency of customer service, it is necessary to manage the different stages that the customer goes through during their contact with the company, such as:
Call on hold: This is the stage where the customer waits to be assisted by a human agent or a chatbot. At this stage, it is important to offer the customer an estimated wait time, a self-service option, or an alternative contact method.
Service in progress: This is the stage where the customer is being assisted by a human agent or a chatbot. At this stage, it is important to identify the customer and the reason for the contact, listen to and understand their needs, offer appropriate and satisfactory solutions, and maintain clear, cordial, and empathetic communication.
Service ended: This is the stage where the customer ends their contact with the company, either because their issue was resolved or because they decided not to use the service. At this stage, it's important to confirm whether the customer was satisfied with the service, request feedback or an evaluation, and thank them for their business.
Monitoring customer speech
Do you know what your customers are saying about your company, product, or service? Do you know their opinions, feelings, praise, or complaints? Do you know how they behave, what they are looking for, what they value, or what they avoid?
With OMINI's word monitoring tool, you can keep an eye on the situations that matter most to your business. You define which words indicate opportunities or problems, such as compliments, complaints, cancellations, upgrades, etc. Therefore, whenever a customer uses one of these words during a service interaction, the supervisor receives a notification and can access the entire conversation to understand what is happening and act accordingly.
Optimization of IVRs
Automated systems, or IVRs, are interactive voice response units that interact with customers through voice, using menus, options, commands, or speech recognition. IVRs are used for various purposes, such as:
- To provide information about products, services, schedules, locations, etc.
- Perform transactions such as payments, top-ups, cancellations, etc.
- Register requests, complaints, compliments, or suggestions.
- Direct the customer to human support or other channels.
To guarantee the quality and efficiency of IVRs (Interactive Voice Response systems), it is necessary to continuously optimize them, and with OMINI, this action allows you to create and manage IVRs in a simple, fast, and efficient way, such as:
- Create customized IVRs (Interactive Voice Response systems). Or use ready-made templates for various processes, areas or sectors, such as customer service, marketing, sales, management, etc.
- Integrate IVRs with your internal or external systems such as CRM, ERP, and e-commerce. etc. to collect and update customer and service data.
- Monitor and analyze IVR data in real time. Monitoring performance indicators related to service quality and satisfaction.
- Optimize IVRs intelligently using AI techniques such as machine learning and natural language processing. Predictive analytics, etc., generating insights and recommendations.
Customer autonomy
Customer autonomy is the ability of the customer to resolve their own needs independently., without depending on human assistance or other intermediaries.
But how can we offer autonomy to the customer in an efficient way? One of the most effective ways is through the use of chatbots – software that simulates a human conversation through text or voice, using AI and/or predefined rules.
Update your client
Customer update is the The process of keeping the customer informed about the status, progress, or outcome of a request, transaction, or service interaction.One of the most effective ways to update the client is to set up a message in the workflow. You can also send files, such as a PDF, for example.
Bot Training
Bot training is the process of teaching, improving, or correcting the behavior of a chatbot. For this action to be most effective, it is necessary... Teach the bot to understand customer intentions based on the phrases they use.This way, you make your service more human and can create several examples for the BOT to learn to interpret customer requests. Once your BOT is operational, you can and should monitor its performance, checking if any messages went unanswered, or if any common customer questions were not included in your training.
Make the messages more dynamic
Making your messages more dynamic means making your communications with your customers more interesting, attractive, and persuasive. This involves varying the messages you send to customers, using different texts in each message. You can register up to 5 texts that will be randomly distributed across messages, bringing a much more natural feel to customer service.
Application and monitoring of satisfaction surveys.
Satisfaction surveys are Tools that allow you to measure the degree of satisfaction of your customers in relation to your company, product or service, based on questions, answers, ratings or reviews..
With OMINI, you can customize the survey according to your needs and send it at the end of the service. The platform allows you to create actions to improve low ratings, but also to take advantage of high ones. This way, you can prevent problems before they worsen, discover sales opportunities, and receive praise that will enhance your brand.
Display of counters for agent
Agent metrics are numbers that show the performance, productivity, and quality of service provided by a human agent or a chatbot. Counters for agents can show, for example:
- How many service requests were completed, are on hold, are in progress, or have been completed?
- How long did each appointment last, on average or in total?
- What was the average or total rating or evaluation for each service interaction?
- What was the level of satisfaction, trust, or loyalty of each customer, on average or overall?
Registration of predefined messages
Predefined messages are texts or voices that are already prepared to be sent to your customers in different situations or contexts. Some information is standardized (even in human customer service) to save time and provide better, more accurate responses.
In OMINI, you can register predefined messages that your agents can access, edit, and send to customers. Additionally, the platform allows you to create a keyboard shortcut or use a # with a single word, making it easier for your agent to choose.
Enabling automated interactions
Automated interactions are Communications that are sent to your customers automatically, without human intervention, using chatbots. For this action to be executed efficiently, it is necessary to configure automatic messages for the customer in OMINI during human support, in case the agent takes too long to respond.
Disconnection of the inactive agent
Disconnecting an inactive agent is a feature that allows a human agent or a chatbot to be... The user will be removed from the customer service platform if they do not interact with customers for a specified period of time. Disconnecting the inactive agent is important for your business because it allows you to:
To prevent customers from being left without service: It prevents customers from waiting for a response that will never come, or from being directed to an agent who is unavailable.
Optimize the distribution of services: It optimizes the distribution of customer service requests, as you can send requests to agents who are online and active, or to other service channels.
To improve the quality and efficiency of service: It improves the quality and efficiency of service, as you can monitor and evaluate the performance, productivity, and satisfaction of both agents and customers.
In the Matrix OMINI configuration, the service can be set up to display business hours so that the customer can contact the agent within those hours, preventing the agent from disconnecting the customer and leaving them without service.
Notably, the Matrix OMINI is an intuitive, fast, and efficient solution for your business, offering numerous benefits such as cost reduction, increased productivity, boosted sales, optimized customer service experience, customer loyalty and delight... and much more!
If you would like to learn more about how OMINI can transform your business, contact a Matrix Consultant. Brazilian Matrix We are a market leader in Artificial Intelligence and digital communication – we will help your company achieve incredible results!
READ ALSO: “The History of Artificial Intelligence”
READ ALSO: “Sales bot: what is it, how to create one and how to use it to sell more?”
READ ALSO: “Digital transformation in business: impacts and opportunities with messaging channels”
