When it comes to solving customer service issues, a predictive experience that offers quick resolution as well as significant ROI is ideal. TMC (News - Alert) CEO Rich Tehrani got to speak to 24/7 Customer, Inc. as part of the On the Road series in San Jose, CA (News - Alert) about the company's approach to predictive digital service and sales experiences.
24/7 looks at the sales and service components of various companies and creates a visual transformation of customers' sales and service experiences, according to Bharathwaj V, CMO of 24/7. He said one of the largest revenue losses for companies is not being able to resolve customer service issues and questions through their websites, leading people to pick up a phone and call their call centers.
“What we do is to predict if you will have a problem, engage you and then resolve the problem on site so that you don't call the 1-800 call center,” he said. The ROI is significant, with 20 to 40 percent of calls being eliminated when customers implement 24/7 solutions. According to Bharathwaj, research shows that four out of 10 Americans will call a call center to solve a problem while the remaining six will go online. But of those seeking an online solution, five out of six ending up calling an 800 number anyway.
24/7 aims to keep customers on a company's website so those 800 calls never have to take place. The company does this by providing a “predictive customer experience.” They believe that while online knowledge bases, FAQ-based applications, chat software and avatars meet this need to a certain extent, they do not go far enough, creating a significant gap between consumer expectations and the digital customer experience.
24/7 has created predictive customer experience technologies to address the gap. The company's Px Solutions are a suite of predictive customer experience technology solutions integrating cloud-based software technology, predictive analytics and contact center operations. They go beyond legacy customer service systems and methodologies that are either reactive or proactive.
Px Solutions can predict and guide each consumer through their customer service journey and offer help with service operations if they get stuck. This creates a systematic journey for customers in which they can learn from each touch point along the way, with the objective of improving online sales and service each step of the way.
24/7 transformed digital sales and service experiences for a leading media from three percent to 40 percent online within 15 months. A telco's transformation resulted in 25 percent call elimination and 40 percent cost reduction, while a leading satellite TV company experienced the highest CSAT across all its channels.
Using Px Solutions, Silicon Valley-based 24/7 has transformed more than 25 million digital interactions into predictive experiences, working with large enterprises in a number of spaces including telecom, finance and the cable and satellite market. The company has customers in the US, UK, Australia and Canada.
Edited by
Jennifer Russell
