In a perfect world, getting customer service right wouldn’t be difficult. We would demonstrate empathy. Respond promptly, courteously, and efficiently. Every business would go the extra mile, no matter what else is going on in the world.
The challenge is doing all of this consistently—and under a wide variety of circumstances. It’s especially difficult when even small companies can cater to a global customer base that expects and often demands 24/7, personalized service. The recent move to virtual business operations has put customer interactions in a spotlight. Many businesses are not prepared and don’t have budgets to staff to that standard without rethinking the way they interact with customers.
This is where technology and a new tech-enabled customer service approach can help. With constant advances in data analytics, artificial intelligence, and robotic process automation, companies can supercharge their customer service capabilities. These advances make customer service faster, more responsive and personal, and more broadly available—no matter where their customers and employees are. They also can automate substantial parts of the process, freeing human agents to spend more time on the highest-value activities. Done right, customers and employees can enjoy a better experience.
Based on our experience, we believe organizations that wish to lead in customer service can do so using a threestep process that incorporates these components:
- Add intelligence to improve customer experiences
- Deliver a consistent experience across all channels
- Keep human agents in the loop.
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