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How to Tackle Customer Care Challenges with Microsoft Business Apps for Your Contact Center?
#FocusOnBestPractices
Christian Twiste
Chief Digital Officer
October 7, 2024
What customer care challenges are keeping Chief Experience Officers (CXOs) and Chief Information Officers (CIOs) awake at night? To address this, we need to explore the current issues facing contact centers and how they can be resolved using Microsoft Dynamics business solutions and services. Your teamIf you are looking to stay on the cutting edge of customer experience, your team should must stay at the forefront of Microsoft’s innovations, particularly in AI, to empower both employees and the business, changing customer care for the better.
Customer engagement challenges today often arise from fragmented experiences across various preferences, channels, and platforms. A common question clients raise is how to shift customer care from being purely a cost center to that of a value center.
How can you create meaningful value for your customers that not only heightens their experience but also drives profit and adds value to your business? Continue reading to find the answers you’re looking for.
Key Challenges in Delivering Customer Service
Delivering exceptional customer service comes with obstacles, from managing multiple channels to meeting rising customer expectations.
- Disjointed Customer Experiences: The fragmented customer experience, characterized by numerous channels, preferences, and platforms, raises key questions for businesses. Customers are asking how to deliver an exceptional and cohesive journey amid this complexity, effectively connecting customer preferences with the appropriate platforms and channels to leverage the available data.
- Technology-driven Change: A key challenge in delivering customer service is boosting the ROI of transformation programs by focusing on user adoption and the overall end-user experience. Effective transformation connects business goals with the capabilities of technology. Leveraging generative AI and adopting tech solutions that drive engagement is essential for adding value and improving customer care.
- Manual Processes: A challenge in customer service is discovering how to streamline processes and boost results while lowering operational costs. This involves not just reducing expenses related to service delivery but also reinvesting the savings back into the business.
- Shortage of Skilled Talent: The challenge lies in how to attract and employ the next generation of talent to support growing demand while ensuring you have top-tier platforms and solutions in place for them to use.
- Excessive Data but Lacking Actionable Insights: A challenge is determining how to effectively use AI and analytics to automate and boost decision-making processes. Additionally, it involves figuring out how to drive actionable insights and determine the next best actions from vast amounts of data.
- Transforming Cost Centers into Profit Centers: A challenge is whether you can transform your products or services to generate customer value and drive profitability. This involves evolving your customer care service from being viewed merely as a cost center to becoming a value center. The key is to create value for end customers that, in turn, encourages them to make more purchases, enhancinge profitability and overall business value.
Solutions and Their Impact on Customer Experiences
Businesses that excel in managing customer experiences are 3 times more likely to surpass their top business goals.
Unifying these experiences demands innovative thinking and advanced technology.
How are you revolutionizing your contact center to deliver outstanding customer experiences with Microsoft Dynamics?
So, focus on what drives success.
Essential Steps for Creating a Unified Experience
We’ll help you unlock next-gen engagement with five core strategies:
Voice Authentication and Fraud Prevention
Enhance personalization by integrating customer voice, while reducing fraud risks and handling time. Utilize voice as a password, achieving 90 percent accuracy in just half a second, to not only identify legitimate users but also detect fraudsters attempting to engage with your brand.
Use Cases - Solutions powered by Microsoft's Nuance (conversational AI and cloud-based technology) technology effectively help prevent fraud.
Secured Personalization with Voice Biometrics: Leverage Microsoft Nuance’s voice biometrics to verify caller identity in real-time by matching voiceprints, enabling secure transactions for verified customers while blocking unauthorized access attempts.
Instant Fraud Detection: Real-time analysis flags suspicious transactions, like large transfers from unspecified locations, and alerts the fraud team. The system continuously learns from past data to adapt and detect emerging fraud patterns efficiently.
Secured Personalization with Voice Biometrics: Leverage Microsoft Nuance’s voice biometrics to verify caller identity in real-time by matching voiceprints, enabling secure transactions for verified customers while blocking unauthorized access attempts.
Instant Fraud Detection: Real-time analysis flags suspicious transactions, like large transfers from unspecified locations, and alerts the fraud team. The system continuously learns from past data to adapt and detect emerging fraud patterns efficiently.
Benefits:
- Fraud loss is reduced by up to 92 percent
- 88 percent faster identification of fraudsters
- 85 percent improvement in customer satisfaction (CSAT)
- 6 percent to 7.75 percent reduction in average handling time (AHT)
- 95 percent to 97 percent success rate with decreased AHT
Front Office Modernization
Ensure smooth communication across channels and enable seamless transitions by equipping service agents with call and chat insights. Implement top-tier CRM solutions to reimagine service, modernize case management, and integrate customer feedback and surveys into your approach.
Use Cases - Modernizing case management to boost service effectiveness and success
AI-Driven Modernization of Case Management: Employ natural language processing (NLP) to automatically sort and classify customer inquiries in real time, mining and populating relevant data using a case taxonomy during live discussions.
Boost Case Management: Leverage Power Automate to boost automation in case management. Incorporate voice of the customer surveys using automated workflows to streamline and enhance case management processes.
Benefits:
- 6 to7.5 percent decrease in AHT
- 2 to 3 percent improvement in First Call Resolution
- 5 to 7 percent reduction in Call Transfer Rate
- 3 to 5 percent lower Agent Attrition
Self-service
With substantial business growth and contact center call volumes surging in recent years, customers are seeking to boost their self-service containment rates. Assist clients by utilizing top-tier conversational AI solutions. Guide customers to self-service using intelligent FAQs and relevant features like email, SMS, and notifications.
Use Cases - Enhance self-service for customers by developing a seamless omni-channel experience in the banking industry
Omnichannel Digital Support: Implement a digital assistant across the bank’s website, social channels, and kiosks. The assistant activates based on user actions, such as clicking a button, to offer tailored information and personalized support.
Streamline Inquiries with an Intelligent Virtual Assistant: Create a virtual assistant (VA) to manage a large number of customer inquiries and reduce the load on live agents. The VA will use NLP or machine learning to understand and respond to questions and will refer customers to live agents if needed.
Benefits:
- 4 percent decrease in churn rate
- 3 to 4 percent decrease in AHT
- 20 to 25 percent boost in IVR containment
- 60 to 70 percent of chats deflected to the chatbot
Agent Experience
Reinvent contact center training with real-time coaching inputs to enhance agent performance and provide a more authentic customer experience. Assist your agents with desktop support, enable remote work capabilities, and provide insights to focus conversations on all original (AO) sales topics, all while ensuring a robust workforce as well as performance management.
Use Cases - Provide agents with human-centered experiences to boost productivity
Holistic Omnichannel Customer Perspective: Examine customer journey data to give agents a complete omnichannel perspective by merging first- and third-party information. Real-time access to full customer details during interactions will enable agents to provide superior service.
Agent Assistance in Real-time: Leverage AI, knowledge databases, and guided workflows to provide conversational guidance, ensuring a uniform brand experience, better resolution, and improved customer satisfaction.
Benefits:
- 10-11 percent decrease in AHT
- 3-4 percent improvement in first-call resolution
- 3 times the chat concurrency
- 7-10 percent reduction in agent attrition rate
Intelligent Care
For businesses seeking to unify customer experiences, intelligent care is key. It involves understanding the customer journey as they navigate across different channels and delivering more meaningful, authentic solutions. This approach not only enhances revenue opportunities but also integrates intent and sentiment analysis to identify and address failures in self-service channels. By improving customer insights and predicting needs, intelligent care provides a more cohesive and proactive service experience.
Use Cases - Enhance targeting and personalization to boost revenue growth in the eCommerce market
Tailored Customer Experiences: Leverage Dynamics 365 Customer Insights to analyze customer spending habits, behavior, and preferences, enabling personalized product recommendations and targeted campaigns that align with their individual needs.
Minimize Cart Abandonment: Online shoppers frequently abandon their carts before completing a purchase. To reengage these potential buyers, businesses can leverage multiple channels for proactive outreach campaigns as part of an intelligent care strategy.
Benefits:
- 10-11 percent decrease in AHT
- 3-4 percent improvement in first-call resolution
- 3 times the chat concurrency
- 7-10 percent reduction in agent attrition rate
Why Korcomptenz?
Korcomptenz leverages its extensive expertise in Microsoft Business Apps to revolutionize customer care. We deliver bespoke solutions that incorporate AI and automation, streamlining operations and elevating customer experiences. Our strategies ensure smooth platform integration, enhancing agent performance and shortening response times. With a focus on data-driven insights, we transform customer care from a cost center into a value driver. Choose Korcomptenz for cutting-edge, scalable solutions that will future-proof your contact center.
Conclusion
In the fast-paced era of modern customer service, Microsoft Business Apps provide the tools needed to overcome contact center challenges and deliver exceptional customer experience. By leveraging AI, automation, and real-time insights, businesses can enhance both customer satisfaction and operational efficiency. Ready to transform your contact center? Contact us for more information.
