4 ordspråk av Robert Wollan

Robert Wollan

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It's slow and oftentimes [customers] have had to take alternate routes in order to get to their intended destinations.

Handling the increasing number and complexity of the customer intentions is now beyond a simple set of transactions in most industries, so customers have to be carefully led to the right place.

So in other words, when they finally do get to someone, will the agent be able to solve their problems without having to transfer them to someone else?

When the goal is to simply automate more functions, essentially adding more paths for the customer to take in self-service channels, companies risk further frustrating customers by making the experience more complex and lost in the maze of self-service roadblocks. By looking at particular customer segments and what self-service options that segment needs [and] wants before adding them, leading companies consistently get a much higher usage of that particular function and greater satisfaction from the customer.

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