Ending the struggle to provide high-quality customer service
Companies today struggle to provide high-quality customer service. One of the biggest factors impacting service? Time. Why? Because in the world of customer service, every second counts.
Customers want solutions quickly. Any delay they encounter impacts their satisfaction– and low satisfaction results in poor customer reviews and defection. In a customer’s mind, the clock starts ticking as soon as they pick up the telephone to speak with an agent. They expect their call to be quickly routed to a properly skilled agent who has the knowledge and tools to quickly solve their problem. Unfortunately, many barriers exist to this ideal state.
Frustrating telephone routing systems
When a customer calls in, they are often met by a phone tree requiring them to first identify themselves. From there, they must select from multiple options to indicate the issue they are experiencing. Misspoken or miskeyed information requires starting over. And just when the customer thinks they have successfully navigated this maze, they are asked by the agent to repeat everything.
Disconnected systems
The customer is not alone in their frustration. Customer service agents are often forced to rely on multiple systems when working with customers. The app that controls answering calls and placing the caller on hold is not a part of their case management system. Their knowledge base resides in another system. You get the idea. With multiple screens open and no connection between any of them, precious time is lost as the agent looks up information and manages the interaction.
Lack of self-service
Most customer problems aren’t unique and can easily be addressed using automated solutions or step-by-step answers. Customers actually prefer self-service1, yet most organizations struggle to make it available.
The solution
By integrating ServiceNow® Customer Service Management (CSM) with Amazon Connect, customers can enjoy an effortless experience. Call routing can be easily setup and managed from Amazon Connect to collect key customer details via voice or keypad. If a common issue is identified, customers can be directed to self-service options in CSM, such as automated solutions in the service catalog or knowledge base articles.
Should the customer need to speak with an agent, all of their details–who they are, the problem description, and anything else collected–are passed to the agent working in CSM via CTI, thanks to the integration from VoiceFoundry. The customer’s information appears instantly, and the agent can perform call actions like placing the customer on hold or transferring them to another agent (with all collected details preserved) without leaving the case screen.
As the agent works on the issue, knowledge base article suggestions appear in-context to the case, assisting the agent and are easily sent directly to the customers. Agents are more productive with call and case management integrated, and customers benefit from faster resolutions. Together, CSM and Amazon Connect make it effortless for customers to engage and enjoy a better customer experience.
About ServiceNow Customer Service Management
ServiceNow Customer Service Management delivers an effortless customer and agent experience, increasing customer satisfaction while reducing costs. The personalized customer service portal offers customers self-service options powered by virtual agents, knowledge management, online communities, and automated solutions. Agents’ efficiency is increased with streamlined processes designed to help them provide solutions faster.
Deliver service as a “team sport” by connecting customer service to other departments with workflow and task management, holding teams accountable until permanent solutions are provided. Reactive service is a thing of the past when you identify issues early through monitoring IoT devices or the use of analytics, then proactively notify customers of solutions before they encounter the problem.
About Amazon Connect
Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics–no specialized skills required. There are no up-front payments or long-term commitments and no infrastructure to manage with Amazon Connect. Customers pay by the minute for Amazon Connect usage plus any associated telephony services.
About VoiceFoundry ServiceNow® CTI Connector
VoiceFoundry delivers an advanced CTI integration between Amazon Connect and ServiceNow, offering Contact Center agents the ability to easily look up customer profile information and deliver a more efficient interaction. The ServiceNow CTI Connector includes an advanced call control panel that integrates with ServiceNow’s OpenFrame API, providing a deeper association with Amazon Connect in order to deliver a friction-less customer experience.
