Instant messaging: a good opportunity to improve your customer relationship strategy

To maximize client satisfaction, your agent’s primary work tool should be designed in line with the principle of symmetry of attention. The right UX design of a contact center agent console is the result of design reviews that involve business actors and a good design system.

To maximize customer satisfaction, you should start by making sure that your contact center agents are happy to work there. This principle is called symmetry of attention. It is recommended to apply it to the design of your agent console, the primary work tool of your advisors.

Nowadays, Contact Center as a Service (CCaaS) providers must offer high-performance solutions in line with their customers' needs, and above all become true partners, endowed with expertise and an associated service offer, capable of supporting their customers throughout their project. To this end, one shouldn’t neglect the qualitative nor the quantitative aspect of support.

Do you want to start a real conversation between the brand and its customers on the voice channel? To do so, it is recommended to automate customer relations in your contact center. Using the right technologies to accelerate your automation trajectory makes your brand more available and efficient, resulting in increased customer and agent satisfaction.

To design a high-performance chatbot that is able to provide the best possible customer experience, the most important thing is to make sure it is well-supported. By mobilizing a wide array of skills and professions, you can ensure that your conversational agent is part of a global journey that nurtures its ability to understand natural language (NLU).

In the context of omnichannel CX, where consumers expect a seamless contact experience, companies turn to consumer-centric approaches to put clients back at the heart of customer service. To adopt such approaches, it is necessary to improve customer knowledge to automate the resolution of simple queries and offer personalized paths.

Though the phone channel is still the preferred mode of communication, the chatbot is the future. The conversational agent has become a channel in its own right. To ensure it is integrated in line with your customer relationship strategy, the key is to get the right support.

In 2019, the cloud will be a must in all sectors of activity. The evangelization phase has borne fruit, but a number of obstacles to migration remain. The challenge then becomes to support companies in this major change.

Why properly designed chatbots are still a tool of the future to provide the best possible customer experience?