Ce diaporama a bien été signalé.
Nous utilisons votre profil LinkedIn et vos données d’activité pour vous proposer des publicités personnalisées et pertinentes. Vous pouvez changer vos préférences de publicités à tout moment.

Your Last Line of Defense: Service Agents in the Digital Age

As customers embrace automated, “always-on” channels to access product information and assistance, will customer service agents become irrelevant? Not for tomorrow’s business leaders. In the digital
age of customer service, agents will play a more important—albeit different—role than ever before.

Les commentaires sont fermés

  • Identifiez-vous pour voir les commentaires

  • Soyez le premier à aimer ceci

Your Last Line of Defense: Service Agents in the Digital Age

  1. 1. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Your Last Line of Defense: Service Agents in the Digital Age
  2. 2. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. In the digital age, customer service still matters. In fact: of customers switched providers in 2014 because of poor service. 65% However, companies no longer fully control the service experience: of customers now turn to third-party websites, forums or chats to resolve issues. 1/4
  3. 3. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Companies think high-value customers prefer human interactions and Millennials want digital-only service solutions. Neither assumption is true.
  4. 4. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Customers now live in both the digital and physical worlds simultaneously. That means service must be tightly integrated and delivered across all channels.
  5. 5. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Customers will increasingly choose digitally enabled interactions to manage their routine service transactions. And as technologies become ever more sophisticated, customers’ online service experiences will become more satisfying.
  6. 6. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. But what many companies fail to realize is that self-service technologies will only get them so far. Digital solutions do not replace human interactions—they complement them. As the management of routine service tasks shifts to online channels, service agents will be called upon to resolve the most complex issues.
  7. 7. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. But they will do more than solve a problem. They will deliver a critical moment of truth for the customer and represent a singular opportunity for human-to-human engagement.
  8. 8. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. In many cases, the quality of the human interaction will be the company’s last, best hope for retaining customers. What those agents do—and how well they do it—will be hyper-relevant for creating a positive customer experience.
  9. 9. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. To optimize the service experience, companies need to: Master the digital experience 52% of customers visit a company's website company-managed online forum for service, but only 46% are satisfied with the experience. Other digital channels, including online text or video chats, are more highly rated, and mobile holds promise.
  10. 10. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. To optimize the service experience, companies need to: Implement a true multi-channel service strategy Analytics, customer segmentation, social monitoring and active listening all play a role in helping companies determine the right balance of digital and non-digital support services they provide.
  11. 11. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. To optimize the service experience, companies need to: Equip the front-office to succeed in critical, multi-faceted roles Companies need to rethink talent procedures, pipelines and structures as empathy, active listening, conflict resolution and crisis management become key skills to create satisfying experiences for frustrated customers.
  12. 12. LEARN MORE about how the human component will differentiate customer service in the digital age with our full report: Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Your Last Line of Defense: Service Agents in the Digital Age

×