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Discover the better way to elevate your customer service and transform each customer interaction into a symphony of satisfaction with Conversation Orchestration (CO).
Customer service is evolving, and so is the way we communicate. Hour-long waiting times are a thing of the past, and customers expect swift and personalised answers. They don’t want to repeat their issues to different agents. They want to be understood and helped right away.
Yet, many contact centres struggle to meet these demands. When channels aren’t connected to each other, customer insights get stuck in silos where agents can’t use them. And customers get stuck in a loop where they have to repeat themselves over and over again.
To deliver a seamless customer experience, contact centres need to be omnichannel. This means that you need to connect all channels and systems, so that customer data flows smoothly and agents have a complete view of the customer journey.
Thankfully, there’s a simple way to solve this problem…
Every channel needs to be orchestrated so both customers and agents can move freely between them. Conversation Orchestration is the art of seamlessly integrating and managing customer interactions across various channels. It’s about breaking down silos and creating a unified, intelligent system that empowers agents to provide consistent and personalised support.
And it looks a bit like this…
Imagine a customer, Sarah, trying to resolve an issue with her internet service provider. She starts with an online chat, providing details about the problem. After some back-and-forth, the issue isn’t fully resolved, so she decides to call the customer service hotline. Sarah now finds herself repeating the entire situation to a new agent, leading to frustration and wasted time. The lack of continuity leaves her feeling disconnected and dissatisfied.
With Conversation Orchestration in place, Sarah’s experience takes a transformative turn. She initiates a conversation through the online chat, detailing her internet issue. The Conversation Orchestration system recognises her and seamlessly transfers the interaction to a live agent. When Sarah decides to escalate to a phone call for a more in-depth discussion, the system ensures that the next available agent is not only knowledgeable about her issue but also informed of the chat history. Sarah no longer needs to repeat herself; the agent picks up the conversation seamlessly, addressing her concerns and providing a solution. The result is a smooth and cohesive customer journey, leaving Sarah impressed with the personalised and efficient service. Conversation Orchestration has eliminated the frustration of disjointed interactions, creating a positive and lasting customer experience.
Before Sarah even reaches out to customer service, AI can be used to anticipate Sarah’s needs and point agents to relevant information (when needed).
Begin by conducting a thorough analysis of your current communication channels. Understand the strengths and weaknesses of each channel and delve into customer preferences. This assessment forms the foundation for targeted improvements, ensuring a strategic approach to conversation orchestration. Remember, you don’t have to offer every channel. Assets your channels on what’s right for your customers, and your business.
Conversation orchestration is an important part of a proactive omnichannel engagement strategy, but with a true Digital Engagement platform, it’s also so much more than that.
Contextual visitor engagement: By analysing web visitors’ behaviour in real-time and identifying their intent, leaders can make strategic decisions based on business priorities. Decisions on what type of customer journeys and what type of customers or customer segments to prioritise in a proactive engagement strategy can be easily configured.
Conversation orchestration, such as described here becomes an integral and easy configurable part of that engagement strategy. Based not only on business priorities but also on dynamic, real time factors like availability, queue (waiting time) thresholds customer and visitors can be directed to the optimal channel or channel mix, including self-service. Bot and AI-assisted engagements can be blended into all channels and workflows, even that easy to configure in one unified platform.
Empower your agents: Customers want to be served fast and agents needs the tools at hand to deliver swift and relevant resolutions in any type of conversation. With Puzzel Digital Engagement, agents can switch seamlessly between text, voice and video channels depending on the nature of the conversation. If needed they can also, at any time use advanced interactions collaborative tools such as screen sharing or co-browsing, to assist customers with complex tasks, such as filling out a form or completing a purchase.
In summary, Puzzel Digital Engagement helps organisations proactively engage with on-line visitors and customers, based on business priorities, in the optimal channel or mix of channels. It empowers the agents to quickly understand the nature of any type of query and with the tools to deliver a quick and accurate resolution. Puzzel Digital engagement seamlessly blends the power of AI into any channel for a seamless and connected customer experience across all touchpoints.
Integrate an advanced Customer Relationship Management (CRM) software to provide agents with a 360-degree view of customer interactions (we’d recommend something like Salesforce or Microsoft Dynamics). This holistic insight will allow agents to access comprehensive customer data, enabling them to deliver highly personalised and context-aware support. The result is an elevated level of service that fosters stronger customer relationships.
Implement intelligent routing systems strategically to enhance the efficiency of customer-agent connections. These systems analyse customer inquiries in real-time, ensuring they are efficiently matched with agents possessing the relevant skills and expertise. Strategic intelligent routing minimises wait times and optimises agent resources, contributing to a more responsive and effective customer service operation.
Leverage Real-time Analytics tools to capture and analyse customer interactions on the fly. These tools provide actionable insights into customer behaviours and preferences, empowering decision-makers with swift and informed data-driven actions. Real-time Analytics tools are crucial for adapting and refining orchestration strategies in response to evolving customer needs.
Make a strategic investment in comprehensive agent training programmes. Equip agents with the skills and knowledge needed to effectively leverage orchestration tools. This empowerment enhances their proficiency, enabling them to navigate the orchestration landscape with confidence. Well-trained agents are better positioned to deliver exceptional customer service, contributing to overall customer satisfaction and loyalty.
27% of contact centres believe that AI will have the most impact on employee training and skill development opportunities in the next 12 months. Learn more here.
Puzzel empowers contact centres with a robust suite of tools for conversation orchestration, offering unified communication channels, intelligent routing, real-time context, omnichannel consistency, scalability, easy integration, and a proven track record of success. By choosing Puzzel, businesses can revolutionise their customer service operations and create exceptional customer experiences.
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